The situation
The client was running HR case management across three disconnected systems: a legacy helpdesk tool for IT-adjacent HR requests, a shared mailbox for sensitive case management, and a standalone onboarding platform that required manual data entry from Workday.
HR leadership had committed to consolidating onto ServiceNow by the start of the next fiscal year. The 16-week timeline was fixed.
What we did
We scoped a phased deployment: core case management and service catalog in the first 10 weeks, followed by Employee Center Pro and lifecycle events for onboarding and offboarding.
The most complex piece was the Workday integration for lifecycle events. We built a custom integration using ServiceNow’s Integration Hub to trigger onboarding workflows from Workday new hire data, eliminating the manual data entry that had been consuming 6 hours of HR admin time per new hire.
Results
- Three HR systems consolidated into one
- HR case resolution 40% faster in the first 90 days
- Manual onboarding entry eliminated, about 6 hours saved per new hire
- $280k a year in retired software
- Deployed on schedule against a fixed deadline