EU Commission Case Study

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In today’s competitive business landscape, maintaining high levels of employee satisfaction and engagement is essential for organizational success. This case study highlights how a leading EU-based company tackled their HR challenges by implementing ServiceNow HR Service Delivery (HRSD) and Employee Center, resulting in improved employee satisfaction tracking and enhanced service efficiency.

The client, based in the European Union, was striving to improve employee satisfaction and streamline their HR services. With a rapidly growing workforce, they encountered challenges in delivering timely HR services and lacked clear, actionable insights into employee satisfaction. To address these issues, the client sought a holistic solution that would simplify HR processes and empower them to track and enhance employee engagement.

To address the client’s needs, the project focused on three key objectives:

• Implement ServiceNow HR Service Delivery (HRSD) to streamline HR processes.
• Deploy Employee Center to create a unified portal for employee interactions.
• Improve the tracking and analysis of employee satisfaction for better insights and actionable improvements.

Before the solution implementation, the client faced several challenges:

• Fragmented HR Services: With HR services spread across multiple platforms, employees found it difficult to access information and track the status of their HR requests.
• Lack of Visibility: The absence of a centralized platform made it challenging to monitor employee satisfaction with HR services, limiting the client's ability to capture feedback effectively.
• Low Employee Engagement: Due to limited self-service options, employees encountered delays in resolving HR-related queries and requests, leading to frustration and disengagement.

The project was divided into three primary solutions to address the client's challenges comprehensively.

The implementation of ServiceNow HRSD allowed for the consolidation of HR services, including onboarding, benefits, payroll, and case management, into a single, user-friendly platform. Key steps included:

• Automation of Common HR Tasks: By automating repetitive tasks, the HR team's manual workload was significantly reduced, resulting in faster response times.
• Workflow Design for Smooth Processing: Custom workflows ensured efficient processing of HR requests from initiation to resolution, with real-time status updates available to employees, thereby improving transparency and satisfaction.

Learn more about the benefits of ServiceNow HR Service Delivery.

To enhance employee engagement and streamline HR services, the Employee Center portal was introduced. Key features included:

• Self-Service Portal: Employees could now access HR resources, submit requests, and track the status of their queries in one centralized location.
• Knowledge Management Integration: By integrating knowledge management, employees had easy access to relevant articles, reducing the dependency on direct HR assistance.
• Personalized Experience: Services were categorized based on employee roles, creating an intuitive navigation experience tailored to individual needs.

For insights into the capabilities of the ServiceNow Employee Center, explore the portal’s features that can transform your HR services.

To enable continuous improvement, employee satisfaction tracking was integrated into HR workflows. Key elements of this solution included:

• Embedded Satisfaction Surveys: Surveys were added at critical touchpoints, such as after the resolution of HR cases or completion of onboarding processes, capturing real-time feedback.
• Real-Time Dashboards: Satisfaction scores, response times, and resolution effectiveness were monitored via dashboards, giving HR leaders actionable insights.
• Feedback Analysis for Improvements: Trends in feedback helped HR teams identify areas for process enhancements, ensuring a consistently positive employee experience.

Learn more about the importance of real-time employee feedback tracking for sustaining high employee satisfaction levels.

The project resulted in measurable improvements in employee satisfaction and HR efficiency:

• Enhanced Employee Engagement: The Employee Center boosted self-service capabilities, enabling over 75% of HR queries to be resolved without HR team intervention. Check out how self-service portals can drive employee satisfaction.
• Real-Time Satisfaction Tracking: With embedded surveys, the client could now track employee satisfaction in real-time. Overall satisfaction scores improved by 20% within six months.
• Reduced HR Response Times: Automation and streamlined workflows contributed to a 30% reduction in HR response times, enhancing the overall employee experience.
• Data-Driven HR Improvements: Real-time dashboard insights enabled the HR team to make informed decisions, leading to continuous improvement in service delivery.

By implementing ServiceNow HRSD and Employee Center, the client transformed their HR operations and significantly improved employee satisfaction tracking. This comprehensive solution provided valuable insights into employee feedback, enabling HR leaders to make informed, data-driven improvements.

For organizations seeking to enhance employee satisfaction and streamline HR processes, ServiceNow HR solutions offer powerful tools to drive engagement, improve service efficiency, and support long-term employee satisfaction. customized servicenow solutions tailored servicenow solutions