CASE STUDY

CX-Fueled Process Improvement:

Boosting Employee Satisfaction with ServiceNow's HR Service Delivery Module

Streamlined HR processes to reduce processing time, improve efficiency, and enhance collaboration.
Increased transparency and trust through real-time tracking of HR requests.

Automated manual tasks, enabling HR staff to focus on strategic initiatives.

THE PROBLEM
CX IN ACTION
THE SOLUTION
THE RESULTS
OUTCOMES

The Problem

The agency’s department faced significant operational challenges that hindered its ability to provide efficient HR services and deliver a superior employee experience. Siloed processes across various HR functions created communication gaps and inefficiencies. Manual, paper-based tasks were prevalent, leading to time-consuming and error-prone processes. Moreover, the existing HR technology was outdated and unable to meet the department’s evolving needs.

Employee feedback indicated dissatisfaction with the HR services, citing difficulties in accessing information, delayed responses to inquiries, and confusion regarding HR processes. High employee turnover rates and low employee engagement scores highlighted the urgency of addressing these issues. They recognized the critical importance of improving HR operations and fostering a positive employee experience to attract and retain top talent.

CX In Action

To gain a comprehensive understanding of the challenges faced by HR, the NuAxis customer experience (CX) team initiated a design sprint. This collaborative and iterative process involved engaging key stakeholders, HR staff, and employees in workshops and interviews to identify pain points and opportunities for improvement.

The design sprint allowed the team to map out the current state of HR operations and visualize end-to-end HR processes. By analyzing data and feedback gathered during the sprint, the team gained valuable insights into the specific pain points affecting HR efficiency and employee satisfaction.

The Solution

Building upon the findings from the design sprint and process maps, NuAxis devised a comprehensive solution centered around implementing the ServiceNow HR Service Delivery (HRSD) module. The HRSD module was customized to align precisely with their unique business needs, taking into account their specific workflows and requirements.

The implementation of ServiceNow HRSD aimed to achieve the following:

  • Process Streamlining and Automation
The HRSD module introduced automation to replace manual, paper-based tasks. Routine HR processes such as onboarding, leave requests, and performance evaluations were automated, significantly reducing processing time and minimizing the likelihood of errors.
  • Enhanced Employee Self-Service
The user-friendly interface of ServiceNow HRSD empowered employees to access HR services independently through self-service options. Employees could submit requests, track the status of inquiries, and find relevant HR information at their convenience, reducing their dependency on HR staff for routine tasks.
  • Real-time Tracking and Transparency
The HRSD module provided real-time tracking and visibility into the progress of HR requests. Employees could easily check the status of their inquiries, leading to increased transparency and a sense of assurance in HR processes.
  • Breaking Down Silos:
By centralizing HR processes and information on a unified platform, the HRSD module bridged communication gaps between different HR functions. This integration facilitated seamless collaboration and streamlined decision-making.

The Results

The strategic implementation of ServiceNow HRSD by NuAxis addressed the operational challenges faced by HR, significantly improving HR processes and employee experience. By breaking down silos, automating tasks, and enhancing self-service capabilities, they successfully fostered a more efficient and employee-centric HR department. The positive impact on employee satisfaction and engagement not only improved retention rates but also positioned them as an organization committed to providing a superior employee experience.

The Outcomes

Streamline HR Operations

The customized HRSD module successfully broke down silos and streamlined HR processes, resulting in reduced processing time, improved efficiency, and enhanced collaboration between HR teams.

Enhanced Employee Experience

With self-service capabilities and quicker responses to inquiries, employees experienced a more seamless and convenient HR experience. The HRSD module’s intuitive interface improved employee engagement and satisfaction.

Increased Transparency and Trust

Real-time tracking of HR requests instilled confidence in employees, as they could now follow up on their inquiries and understand the status of their requests.

Focused on Strategic Initiatives

Automation of manual tasks freed up HR staff’s time, allowing them to focus on strategic initiatives, employee development, and providing more personalized support to employees.

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