Looking inward, to grow outward
乐鱼（Leyu）体育官网 and ServiceNow helped a large insurance company serve its global workforce with standardized, automated and radically simplified HR service delivery.
Client
Global multiline insurer
Sector
Insurance
Project
ServiceNow/HR Cloud migration
Client challenge
This global insurance company prizes innovation to drive new engagement with customers, as it looks outward to reshape its business. When their leadership聽turned attention inward, toward employees, it wanted a similar bold approach. As the company analyzed how its workforce accessed Human Resources through self-service, they asked, 鈥淲hy not start by assuming employees were customers, with expectations shaped in their daily lives outside the workplace?鈥� They then invited 乐鱼（Leyu）体育官网 to help create a suitably ambitious solution.
Teaming closely with our client, 乐鱼（Leyu）体育官网 used its Powered Enterprise HR offer and the ServiceNow cloud platform to deliver the results. Now, wherever they work, 60,000 of our client鈥檚 employees enjoy a uniform HR self-service experience, designed to leave them consistently satisfied customers. The company鈥檚 success has only deepened its long relationship with 乐鱼（Leyu）体育官网, and given the insurer what it really needs 鈥� a trusted global adviser, ready for any challenge.
Global and regional HR organizations are now freed from routine transactions to focus on workforce strategy that supports the company鈥檚 business goals.
Approach
The use of 乐鱼（Leyu）体育官网 Powered HR enabled by ServiceNow helped to standardize, automate and radically simplify our client鈥檚 HR service delivery worldwide. 乐鱼（Leyu）体育官网:
1
Used Powered HR鈥檚 pre-configured process models, workflow tools, and testing protocols to migrate multiple HR operations to a single ServiceNow cloud solution.
2
Designed and developed an HR Employee Service Center portal, to deliver a consumer-level service experience in five languages.
3
Established tiered access, regional knowledge databases for HR and employee self-service documents.
4
Delivered ServiceNow security protocols, including database-level encryption, to address company requirements for protection of Publicly Identifiable Information (PII).
5
To support client self-sufficiency, developed and delivered ServiceNow curriculums and training for key users, with an interim 乐鱼（Leyu）体育官网 team put in place during the on-boarding phase.
6
Established a global program management office for master planning, scoping, scheduling, decision tracking, and change management.
Benefits to client
Using the pre-built solutions in 乐鱼（Leyu）体育官网 Powered HR enabled by ServiceNow, our client has evolved a number of disparate regional human resource approaches into a single 21st century operating model. Benefits to the client include:
1
A consumer-level service experience created for 60,000 employees and retirees, based upon a ServiceNow HR cloud platform, and delivered in five聽languages through an employee self-service portal.
2
Global HR service delivery processes standardized, simplified and automated.
3
Real time reporting and visibility of HR service key performance indicators and operational metrics now available.
4
Increased productivity in the global and regional HR organizations, with resources now freed from routine transactions to focus on workforce strategy that supports the company鈥檚 business goals.
5
Regional HR and employee self-service knowledge databases established, with tiered access protocols.
乐鱼（Leyu）体育官网 insights
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Organizations understand that prebuilt solutions still require customization
Sophisticated clients appreciate the tested, ready-to-use portfolio of roadmaps, processes, tools, and project accelerators embedded in Powered Enterprise HR. They free client leadership and 乐鱼（Leyu）体育官网 professionals to deliver the nuanced thinking鈥攖he grey matter鈥攖hat will connect those solutions to their specific needs. -
ServiceNow users want deep understanding of its platform
乐鱼（Leyu）体育官网 draws upon deep experience with cloud migration solutions with providers such as ServiceNow, Workday, and Oracle, and helps clients establish, expand, and manage their technology relationships. -
Process simplification brings implicit organizational challenges
Technology-enabled simplification has shifted the company鈥檚 HR focus toward workforce strategy and away from tactical case resolution. Clients value our help anticipating and managing such positive ripple effects on culture and behavior.
Meet our team
John Doel
Principal, Human Capital Advisory, 乐鱼（Leyu）体育官网 US
John Doel
Principal, Human Capital Advisory, 乐鱼（Leyu）体育官网 US