Case Study

Mergen IT partnered with the IT company to implement ServiceNow Customer Service Management (CSM) to drive employee satisfaction and enhance HR service delivery. 

Implementation Highlights:

• Employee Self-Service Portal: Mergen IT developed an intuitive self-service portal, powered by ServiceNow CSM, enabling employees to access HR services, policies, and knowledge base articles. This resulted in reduced HR ticket volume and empowered employees to resolve issues independently. The portal's user-friendly interface and 24/7 accessibility improved employee satisfaction and engagement.   
• Case Management Automation: Mergen IT customized ServiceNow CSM's case management capabilities, allowing HR teams to efficiently handle and track employee queries, grievances, and requests. The integration of automation workflows reduced response times and improved issue resolution efficiency. Employees received timely support, leading to higher morale and productivity.
• Performance Management Enhancements: Mergen IT integrated ServiceNow CSM with the company's performance management system, enabling managers and employees to set goals, track progress, and conduct performance reviews seamlessly. The streamlined process facilitated more meaningful performance discussions, fostering a culture of continuous improvement and career development.

The IT company experienced substantial improvements in employee engagement and HR efficiency: 

• Enhanced Employee Engagement: The employee satisfaction score increased by 45%, reflecting a more positive and engaged workforce. The availability of self-service options and prompt resolution of issues contributed to a sense of empowerment among employees, strengthening their commitment to the company.   
• Reduced HR Ticket Volume: The implementation of ServiceNow CSM resulted in a 30% reduction in HR ticket volume, allowing HR teams to focus on strategic initiatives. Automation of routine tasks and self-service options reduced the need for manual intervention, freeing up HR resources for value-added activities.  
• Streamlined Performance Management: The new ServiceNow CSM system led to a 25% reduction in the time taken for performance appraisals, promoting continuous improvement and career development. The streamlined performance management process fostered clearer communication between managers and employees, aligning individual goals with organizational objectives.