Case Study

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

Implementation Highlights:

• Unified HR Portal: Mergen IT integrated all HR services into a single unified portal accessible to employees across various locations. This enabled easy access to HR information, policies, and FAQs, enhancing employee self-service.  
• Automated Onboarding: Mergen IT customized ServiceNow CSM to automate the employee onboarding process. This included automated form submissions, document verification, and seamless integration with IT systems for provisioning, resulting in faster onboarding and improved employee experience.  
• Leave and Attendance Management: Mergen IT leveraged ServiceNow CSM to create an automated leave management system, providing employees with easy leave requests and approvals. Additionally, attendance tracking and reporting were automated, reducing HR's administrative burden.

The healthcare provider witnessed significant improvements in employee satisfaction and operational efficiency: 

• Accelerated Onboarding: Employee onboarding time reduced by 40%, enabling new hires to become productive faster and positively impacting patient care.  
• Increased Employee Satisfaction: The implementation of ServiceNow CSM resulted in a 35% improvement in employee satisfaction, leading to a more engaged and motivated workforce.  
• Enhanced HR Productivity: HR staff experienced a 30% reduction in manual administrative tasks, allowing them to focus on strategic initiatives and better support employees.