CASE STUDY

HR DIRECT IMPLEMENTATION

At Delta Global, we empower organizations to streamline operations and elevate employee experiences through cutting-edge solutions and strategic change management. This case study highlights our partnership with a Fortune 500 global corporate real estate company to implement HR Direct, a unified HR system powered by ServiceNow. By addressing global complexities and leveraging a tailored, phased approach, we transformed their HR operations, enhancing service delivery and operational efficiency. Discover how our strategic focus ensured a seamless transition and positioned the client as a leader in modern HR service management.

Background:

A Fortune 500 global corporate real estate company’s existing HR systems, primarily based on Pega, were struggling to meet the evolving demands of global HR management. The systems lacked essential features like live agent chat, virtual assistant capabilities, and predictive intelligence. Reporting functionalities were inadequate for managing service delivery effectively, impacting the timeliness and quality of HR responses. Operating as a global company on multiple, disparate systems added layers of complexity, further hindering seamless HR service delivery.

Business Need:

The organization needed a robust and integrated HR system that could enhance the employee and HR team's experience by streamlining service delivery and improving access to HR resources. The goal was to shift to a more centralized shared services model, reduce costs, and ultimately improve operational efficiencies across global offices.

Solution:

The company decided to roll out ServiceNow as the new platform for HR knowledge and case management. This change was part of a broader shift towards an improved operating model aimed at enhancing the overall HR experience. The implementation strategy included:

  • Change Management Strategy: A comprehensive change management approach was crafted to ensure smooth transition. It encompassed stakeholder engagement, intensive training, and robust communication strategies to address the diverse needs and concerns across global regions.

  • Stakeholder Engagement: Detailed stakeholder analyses were conducted to understand the impact and tailor the change efforts accordingly. This was critical to manage the expectations and involvement of all parties, ensuring that the transition was aligned with local practices and legislative requirements.

  • Training and Support: Extensive training sessions were planned to equip users with the necessary skills to adapt to the new system. These sessions were designed to address both the technological aspects of ServiceNow and the behavioral changes required for adopting new operational procedures.

  • Communication and Outreach: A dynamic communication campaign was developed to support the change initiative. This campaign used various channels and tools to ensure all employees were aware of the change, understood the benefits, and knew how to navigate the new system.

    Change Management Efforts:

  • Discovery and Planning: Initial phases involved deep dives into current processes to identify key pain points and opportunities for enhancement. This phase was crucial for aligning the technology solutions with strategic HR objectives.

  • Execution and Delivery: The rollout was executed in phases, starting with the smallest region, to mitigate risks and gather insights before a broader deployment. Continuous feedback mechanisms were established to monitor adoption and resolve issues in real-time.

  • Long-Term Adoption and Enhancement: Post-launch, the focus shifted to ensuring sustainable use of the new system through ongoing support, updates, and training. The change team remained engaged to facilitate this transition and address any emerging challenges.

Conclusion:

The HR Direct initiative successfully transformed the HR function by implementing a new, unified system that enhanced the employee experience and streamlined HR operations globally. The comprehensive change management approach ensured that the transition was smooth and well-received, demonstrating a significant improvement in operational efficiency and user satisfaction.