More Productivity in HR with ServiceNow HR Service Delivery

Initial situation

What was the situation up to now?

The internationally active Bern-based energy, building, and infrastructure company BKW approached FROX in 2019 with the idea of improving Human Resources processes for its customers and HR agents and rolling out ServiceNow to other companies. Up to this point, there was a joint Employee Center for IT and HR based on the ServiceNow IT Service Management module, with a very limited HR offering. Implementation at other Group companies was not possible. In the HR area, there are also portals with HR-related content and applications (intranet, Fiori, SuccessFactors, etc.). By replacing ITSM and setting up the HRSD module from ServiceNow, BKW wanted to bundle all HR-related requests by using the HR requests and automate them as far as possible and make them measurable. In addition, the self-service options for employees and managers were to be improved through enhanced services and a comprehensive knowledge database, and a sound database was to be created in order to better measure customer satisfaction and HR efficiency. FROX was commissioned with the implementation of ServiceNow HRSD.

Customer benefits

What has improved as a result of the solution?

Before the implementation of HRSD, BKW's IT had already established ServiceNow as an ITSM tool. The HRSD module acts as a higher-level experience layer and connects various core HR systems such as SAP Success Factors or UKG via interfaces. Employees therefore have a central portal on which they can process their HR and IT concerns clearly. This significantly increases employee satisfaction because there is no need for tedious switching between software applications. You can solve many inquiries yourself quickly and easily using the comprehensive knowledge base.

Work has also been simplified for HR agents thanks to targeted interfaces and a large knowledge base. Employees can, e.g., apply for changes to their level of employment automatically from ServiceNow, then processed by the HR agents and the documents created in ServiceNow are saved in the digital personnel files in UKG. To do this, agents do not have to leave the ServiceNow workspace and switch to UKG. Thanks to this automation, an HR agent saves an average of 1.5 minutes per document. With around 5,000 active users and one document per year, this means a saving of around 15 working days.

Services

What services have we provided?

Before each implementation of a ServiceNow module, FROX attaches great importance to analyzing and, if necessary, redefining existing processes in workshops together with the customer. For example, FROX recorded and discussed BKW's expectations and requirements in workshops and documented them in user stories. These were prioritized by the customer and implemented by the FROX development team. FROX took over the training of key personnel and ensured that they were equipped to train other employees.

Our services for BKW:

• Workshops to identify needs and implement them in the ServiceNow platform
• Implementation of the basic functions of ServiceNow HRSD (Knowledge Base, Case & Request Management)
• Further development of the degree of automation in the HR tool landscape through meaningful integrations based on ServiceNow

Platforms & technology

Which platforms and technologies did we use?

• ServiceNow

Topics/Modules

Which topics/modules does the solution include?

• HR Service Delivery
• Knowledge Management
• Case Management
• Request Management

Industries

For which industry was the solution developed?

• Energy Sector