01.
The Challenge
A globally renowned mobile transportation platform, serving millions of users worldwide, faced a formidable challenge of managing too many variations in processes across different regions. This diversity in operational workflows hindered efficiency, consistency, and overall performance. In response to this challenge, the company initiated a strategic initiative to simplify processes, align IT and HR functions, and deliver consistent outcomes across the organization.
02.
What We Did
Teaming up with RGP, they focused on collaboration and process standardization. We established cross-functional teams, conducted joint workshops, and streamlined processes through in-depth analysis. The implementation involved selecting a robust IT Service Management (ITSM) platform, configuring it for various functions, and adopting a phased deployment approach. Automation of key processes, such as Incident, HR case, Configuration Service Request, and Service Level Management, resulted in notable outcomes, including high process standardization, unified IT and HR functions, increased user adoption, and overall improved performance.
03.
Our Impact
The ServiceNow platform digitized and streamlined HR services into a unified portal, enhancing efficiency and employee experience.
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