Client Overview A leading global healthcare organization with thousands of employees across multiple locations faced challenges in streamlining their HR and IT service delivery. The organization needed a unified platform to enhance employee experience, improve operational efficiency, and ensure seamless collaboration between HR and IT teams.
Challenges
Fragmented IT and HR support processes causing delays in employee service requests.
Lack of a centralized employee service portal, leading to inconsistent user experience.
Inefficient case and knowledge management, resulting in high resolution time.
Manual, repetitive HR and IT processes increasing workload and decreasing productivity.
Solution Implemented by REDE Consulting
To address these challenges, REDE Consulting leveraged its deep expertise in ServiceNow and implemented an integrated solution combining ServiceNow IT Service Management (ITSM) and HR Service Delivery (HRSD) along with a robust Employee Portal.
Implementation of ServiceNow ITSM: Optimized IT service workflows for incident, problem, and change management, reducing resolution times and improving service efficiency.
Deployment of HRSD: Standardized HR case management and employee inquiry handling, ensuring HR teams could address requests quickly and effectively.
Employee Service Portal: Designed and implemented a self-service portal providing a unified interface for employees to access HR and IT services, knowledge articles, and automated workflows.
Automation & AI-powered Virtual Agent: Reduced repetitive manual tasks by integrating AI-driven chatbots, enhancing employee interaction and response times.
Business Impact & Benefits
50% Reduction in Employee Service Request Resolution Time: Streamlined workflows improved efficiency and responsiveness.
40% Increase in Employee Self-Service Adoption: The employee portal empowered users to find solutions independently, reducing IT and HR workload.
Enhanced Cross-Department Collaboration: Unified HR and IT processes improved coordination and issue resolution.
Improved Compliance & Governance: Automated documentation and tracking ensured regulatory adherence.
Conclusion By partnering with REDE Consulting, the global healthcare client successfully transformed its HR and IT service delivery. The seamless integration of ServiceNow ITSM, HRSD, and an intuitive Employee Portal significantly enhanced efficiency, reduced operational overhead, and improved overall employee experience.
For organizations looking to unify HR and IT service management, REDE Consulting provides industry-leading expertise and tailored ServiceNow solutions to drive digital transformation.
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