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Customer Overview
The client is an international business services provider with a workforce exceeding 10,000 employees distributed across various regions. To facilitate large-scale HR operations, they identified the necessity for a modern service delivery platform capable of enhancing the employee experience, minimizing manual processing efforts, and ensuring consistency and standardization across HR interactions worldwide
Business Challenges
The client utilized an outdated HR service portal with restricted features. There were manual HR request processes, ineffective knowledge management systems and lack of dynamic translation capabilities.
All these issues diminished agent effectiveness resulting in higher mean time to resolve (MTTR) within the HR function.
The Solution
To enhance the client's HR service delivery experience, Birlasoft implemented ServiceNow HRSD to optimize essential employee-facing processes. The solution included UI/UX consulting, HR case and service catalog management, and migration to Employee Center Pro. The solution enabled dynamic translations for agent chat in 14 languages, configured HR knowledge base, dashboards, notifications, and manager hub. Enhancements to the agent workspace included chat functionalities, ticket management, and user information display.
Value Delivered
The solution enabled the client to achieve substantial improvement in customer satisfaction and increase in agent productivity.
- Activated real-time translation capabilities in 14 languages to support a diverse international workforce.
- The revised service experience increased customer satisfaction by 45%.
- Agent efficiency increased by 30% through the implementation of streamlined procedures and improved workspace tools.