Giving Employees a Single Source for HR Information and Support
Read how an out-of-the-box (OOTB) solution helped an insurance company transform its employees’ engagement with human resources.
Advanced technology can be HR’s best policy
52%
percentage of new hires at service organizations who become productive within 60 days1
30%
percentage of SMBs who prioritize technology investment to better attract, engage and upskill employees2
How can HR streamline employee interactions?
A REAL-WORLD EXAMPLE
Leveraging a ServiceNow® Solution to Streamline HR
An insurance company was using two separate applications for human resources delivery. With employees making requests via multiple avenues, centralized reporting was cumbersome. Updating employee-facing materials was also a challenge due to legacy knowledge sources in different formats.
THE TURNING POINT
Welcome to the Employee Service Center
CDW helped the company deploy the ServiceNow® HR Service Delivery OOTB solution, launching a single source for HR information and support — the Employee Service Center. It included:
- A single website for employees to access information using self-service methods
- One-stop access to policies, information documents and job aids
- A virtual agent that can connect employees with an HR representative if necessary
- A centralized location for updating employee-facing materials
THE RESULTS
A 15% Increase in Case Volume in Just One Quarter
In the first quarter after deployment, the company’s HR team observed a nearly 15% increase in case volume, indicating that employees were finally centralizing where they make their requests.
Here’s why it worked:
- The Employee Service Center makes HR self-service simpler and more user-friendly
- All internal teams can now work from one connected queue, giving HR greater visibility into the volume of requests
- Employee-facing materials can more easily be updated with the most accurate, up-to-date information
What’s next?
CDW continues to work closely with the company to test user stories, collect feedback and proactively address any concerns. Strong, ongoing communication throughout the engagement will ensure that the company can scale and adapt the Employee Service Center to the company’s evolving needs.
Sources:
1 Service Performance Insight, “2024 Professional Services Maturity Benchmark,” 2024
2 SMB Group, “Aligning Technology Investments to Business Requirements,” 2024
Read the latest from our experts.
View All
