Case Study

Mergen IT partnered with the IT company to implement ServiceNow HRSD to drive employee satisfaction and enhance HR service delivery. 

Implementation Highlights: 

• Employee Self-Service Portal: Mergen IT developed an intuitive self-service portal, 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.
• Case Management Automation: Mergen IT customized HRSD's case management capabilities, allowing HR teams to efficiently handle and track employee queries, grievances, and requests. This streamlined approach improved response times and issue resolution. 
• Performance Management Enhancements: Mergen IT integrated HRSD with the company's performance management system, enabling managers and employees to set goals, track progress, and conduct performance reviews seamlessly. 

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. 
• Reduced HR Ticket Volume: The implementation of HRSD resulted in a 30% reduction in HR ticket volume, allowing HR teams to focus on strategic initiatives. 
• Streamlined Performance Management: The new HRSD system led to a 25% reduction in the time taken for performance appraisals, promoting continuous improvement and career development.