Case Study

Mergen IT collaborated with the retail company to implement ServiceNow Customer Service Management (CSM) to streamline and automate their HR processes. 

Implementation Highlights: 

• Employee Onboarding Automation: Mergen IT customized ServiceNow CSM to automate the onboarding process, including document verification, equipment provisioning, and access to training materials. This reduced onboarding time and ensured a smoother transition for new hires. Automated workflows and real-time status updates improved the onboarding experience, allowing new employees to quickly contribute to the retail company's success.  
• Time and Attendance Management: Mergen IT integrated ServiceNow CSM with the company's time-tracking systems to automate attendance tracking, leave requests, and approvals. This enhanced accuracy and efficiency in workforce management. With a comprehensive view of attendance data and automated leave management, HR teams efficiently managed workforce scheduling, reducing scheduling conflicts and improving overall store operations.  
• Employee Benefits Management: Mergen IT deployed ServiceNow CSM to create a self-service portal for employees to access and manage their benefits, resulting in increased transparency and employee satisfaction. The portal offered personalized benefits information and simplified the benefits enrollment process, empowering employees to make informed choices about their rewards and ensuring a positive employee experience.  

The retail company experienced significant improvements in employee satisfaction and operational efficiency: 

• Accelerated Onboarding: The automation of onboarding processes reduced the time to onboard new employees by 40%, improving time-to-productivity and boosting employee morale. The seamless onboarding experience contributed to a sense of belonging among new hires and improved their engagement with the retail company.  
• Efficient Time Management: With ServiceNow CSM's automated time and attendance management, the company achieved a 30% reduction in administrative overhead related to workforce management. The accurate and efficient time tracking system allowed HR teams to optimize staffing and resource allocation, resulting in cost savings and improved employee satisfaction.  
• Enhanced Employee Satisfaction: The implementation of ServiceNow CSM resulted in a 35% increase in employee satisfaction, creating a more engaged and committed retail workforce. Employees appreciated the self-service options, faster issue resolution, and improved benefits management, which contributed to a positive work environment and increased employee loyalty.