Resource Type: Case Study

The Mission

The customer is a fast-growing healthcare network comprised of clinics, outpatient centers, and hospitals spanning a four-state region. With almost 30,000 employees, they are committed to its mission of exceptional care, patient ease and convenience, and community wellness.

The organization started as Twin City Hospital in Winston-Salem, North Carolina, almost 130 years ago and has grown steadily through organic expansion and acquisition. As the organization sought to elevate employee experience as part of a concerted effort to retain its world-class talent, it turned to ServiceNow and INRY.

The Opportunity

The organization’s expanding workforce needed timely, responsive, and accurate HR support to fulfill its critical mission. As part of the project undertaken by the customer, INRY, and the team at ServiceNow, a cutting-edge solution was delivered that included capabilities like:

• Virtual Agent to provide colleagues with 24×7 access to interactive, AI-powered support to address frequent questions when and where they surface, even off-hours
• HR Case Management to ensure that issues unresolved through self-service are routed to the most appropriate resource for timely attention
• Employee Center Pro to create a “one-start shop” for HR services, corporate communications, and other information
• Knowledge Management for quick access to information addressing common HR-related inquiries
• HR Services Configuration to simplify help requests, ensure proper routing, and support SLA monitoring
• PeopleSoft and Infor Integrations to extend the value of existing HCM/ERP systems
• Increased HR Capacity as self-service options reduced manual request volumes, giving HR teams more time to focus on talent strategy

The Results

The HRSD solution delivered strong results for employees and HR teams alike. Benefits realized since go-live include:

• Improved employee satisfaction with HR services, especially in sensitive areas like compensation and benefits, fostering a sense of value and support
• Fewer overall inquiries due to effective self-service via the ServiceNow Knowledgebase and Virtual Agent
• Faster time to resolution for escalated cases, with better data capture and case tracking

Want to see similar results? Speak to our ServiceNow HRSD experts today!

The Challenge: When Administrative Burden Prevents Patient Care

For leading healthcare organizations, the pressure to deliver exceptional patient care is constant. Yet, internal systems and legacy service desks were creating roadblocks. Clinicians were spending less than 50% of their day on direct patient support, with 2-3 hours consumed by administration and charting on disjointed systems. 

This administrative burden created a deeply frustrating employee experience, reflected in an extremely low IT Net Promoter Score of -19. The sentiment was so poor that it directly impacted workforce stability. The difficult onboarding process and daily operational hurdles contributed to nurse turnover rates exceeding 40%, with each replacement costing the organization $30,000. Branch managers spent excessive time on hiring and training instead of focusing on patient care. The organization recognized the need for a fundamental change to remove operational roadblocks and enable caregivers to focus on what matters most: the patients.

The Solution: A Strategic Partnership and a Unified Platform

To resolve these underlying issues, the organization needed a partner with proven technical and industry-specific expertise. They selected Cprime for our:

• Deep Healthcare Expertise: A nuanced understanding of healthcare workflows and compliance requirements.
• Workday Integration Mastery: Demonstrated experience with complex HR system integrations, which was critical to their vision.
• Strategic, Collaborative Approach: A partnership model that empowers clients to make informed decisions and drive the project forward.

Cprime collaborated with the healthcare leader to design and implement a ServiceNow-based solution that rewired systems and orchestrated processes to redefine the caregiver experience. At the core of the solution was the creation of a unified Employee Service Portal, consolidating HR, IT, and other corporate services into a single, easy-to-access touchpoint.

The implementation established a resilient technical foundation, seamlessly integrating ServiceNow’s HR Service Delivery and ITSM modules with the organization’s existing Workday HR system. We established a powerful and intuitive knowledge base, giving employees instant access to information and empowering them with self-service capabilities.

The Results: A Landmark Transformation in Efficiency and Experience

The implementation of the unified ServiceNow platform produced a profound shift in operational efficiency and a measurable uplift in the employee experience. The results changed the entire conversation around the value of internal services.

Revolutionized Employee Experience & Retention

The focus on creating a frictionless experience yielded a historic 62-point increase in the IT NPS score, from -19 to +43. This 62-point shift proves how a well-executed ServiceNow solution can measurably elevate employee sentiment. By simplifying administrative tasks, nurse turnover dropped from over 40% to the mid-20s, and the organization reduced attrition in its personal care services by 25%. In an industry where replacing a single nurse is a major cost, this represents a significant return on investment.

“I’ve never seen a sixty-two-point turnaround in NPS, but it’s been huge for us.” — CIO

Dramatic Gains in Operational Efficiency

The HR knowledge base achieved a 90% case deflection rate, with ten article views resulting in only one call to the service center. This efficiency gain, powered by ServiceNow, allowed the HR service team to shrink from 25 reps to 15, even as the organization doubled in size. The quality of the solution was recognized externally, with the portal placing in the top 10 of a global ServiceNow portal competition.

Enabling a Strategic Focus on Patient Care

With basic needs met efficiently, conversations between leaders and corporate services shifted from tactical complaints to strategic discussions about improving patient outcomes. As the CIO noted, the ultimate goal was to empower caregivers to spend 80% of their time providing care. Technology and HR evolved into partners in the mission.

“We needed to create capacity by letting our team focus on what they do best. ServiceNow helped us move toward nurses spending 80% of their time on care and 20% on other tasks—the most patient-centric approach possible.” — CIO

The Path to Continuous Improvement with a ServiceNow Partner

The journey is ongoing. With a solid foundation in place, these healthcare leaders are now positioned to further refine their operations. The roadmap expands platform integrations with tools like Microsoft Teams and applies agentic AI to fulfill requests autonomously, anticipating needs and resolving issues before they arise.

The Bigger Picture: Key Insights for Digital Transformation with ServiceNow in the Healthcare Sector

This journey offers valuable lessons for other organizations in the healthcare sector. It demonstrates that investing in the employee and caregiver experience is a direct investment in patient care quality, talent retention, and operational resilience. By removing administrative friction, organizations can activate the full potential of their clinical staff.

The success of this ServiceNow implementation underscores the power of a unified platform approach. Breaking down the silos between IT, HR, and other corporate functions creates a more cohesive and efficient organization, better equipped to face the challenges of a demanding industry. Finally, the engagement highlights the value of a knowledgeable partner who can provide resources, accelerate decision-making, and help drive a clear vision from strategy to execution.

Would you like to see similar results for your organization?

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The Mission

Clark County, Nevada—home to the Las Vegas Strip and spanning an area the size of New Jersey—launched a bold initiative to modernize and optimize its management of indoor workspaces. With over 1120 physical indoor spaces across 312 buildings, the county aimed to centralize space allocation, improve resource utilization, and better support employee mobility through intelligent workplace services.

The Opportunity

Legacy systems and fragmented processes created operational inefficiencies, with no unified platform to manage workspace assignments or moves. The county needed an integrated solution that could support detailed space planning, dynamic employee movement, and actionable insights from spatial data.

Clark County selected ServiceNow’s Workplace Service Delivery (WSD) solution and partnered with INRY to deploy it. Having previously worked with INRY on HRSD and Election Worker Management, the county trusted INRY’s strategic expertise and rapid delivery approach.

The Solution

Using its proprietary PASS (Process Area Specific Sprints) methodology, INRY implemented the WSD solution in just 10 weeks. The platform delivered four core capabilities:

• Space Management: Dashboards and spatial data integrations to monitor and optimize space usage

• Indoor Mapping: Real-time room mapping with dimension syncing and workspace attributes

• Survey Forms: Custom employee intake to assess location needs and demand peaks

• Move Management: Workflow automation for relocations, conflict resolution, and space readiness tasks

Post-launch, INRY provided Hypercare support and helped upgrade the ServiceNow instance to the Vancouver release, ensuring continuity and performance.

The Results

Clark County now has a unified digital foundation for managing space more strategically:

• Enhanced visibility into 1120+ indoor spaces

• Improved allocation workflows and utilization insights

• Standardized move management across departments

• Accelerated deployment timeline with only 2 weeks of post-go-live support required

With scalable systems and modern tools, the county is better positioned to meet future workforce needs while reinforcing service excellence.

The Mission

SCL Health, a $2.8B non-profit healthcare organization with 8 hospitals and over 150 clinics, is committed to fostering optimal health for all. To deliver on that mission, they needed a world-class experience to attract and retain highly sought-after providers. Recognizing onboarding as a critical differentiator, SCL Health sought to eliminate delays and inefficiencies that impacted provider engagement and patient care.

The Opportunity

Legacy onboarding processes involved hundreds of manual, siloed tasks across 9 departments and up to 18 redundant data requests per provider. These inefficiencies created poor first impressions, delayed credentialing, and postponed patient engagement, leading to significant operational losses.

SCL Health launched Mission 2025 to reimagine pre-boarding and onboarding with defined milestones, clear roles, and streamlined credentialing. After evaluating platforms, ServiceNow was selected for its low-code configurability, and INRY, Cprime company, was chosen as the implementation partner for their healthcare experience and speed-to-value.

The Solution

With support from INRY, SCL Health deployed ServiceNow’s Onboarding and Transitions, Employee Service Center, and HR Case Management modules. Key outcomes of the first phase included:

• A unified onboarding experience with a mobile-friendly interface and real-time task tracking

• A single source of truth for providers and internal teams

• Automated workflows, smart routing, and reduced cycle times

• Concierge-style support to deliver a high-touch, high-trust experience

INRY’s PASS Methodology ensured strong organizational change management to drive adoption and long-term success.

The Results

SCL Health’s onboarding transformation delivered measurable impact:

• 50% faster provider credentialing application turnaround

• 35% faster credentialing submission-to-verification completion

• 30% reduction in APP onboarding cycle time

• Significant efficiency gains, fewer redundant requests, improved data accuracy

• Freed providers to focus on care instead of chasing tasks

By modernizing onboarding, SCL Health dramatically improved provider satisfaction and accelerated time to patient engagement—reinforcing its mission and scaling operational impact.

Would you like to see similar results for your organization?

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The Mission

As Idaho’s only not-for-profit healthcare provider for over 120 years, this organization operates a network of six hospitals and 200 clinics, labs, and medical centers. With a mission centered on quality, accessibility, and affordability, the organization prioritized enhancing employee experience to retain top talent and meet growing healthcare demands.

Recognizing that employee satisfaction is critical to delivering exceptional outcomes, the provider invested in more efficient, accurate, and accessible HR services. This included a centralized digital portal to support staff across all locations.

The Opportunity

To address the need for streamlined HR support and improve the employee experience, the organization implemented ServiceNow HRSD with INRY. The Employee Service Center Portal offered self-service access to payroll, benefits, and time-off support, along with:

• A comprehensive knowledge base for policies and FAQs

• Automated case management with intelligent routing

• Integration with platforms like Cherwell and OnBase for workflow and document handling

This centralized approach significantly reduced ad hoc requests and allowed HR teams to focus on strategic workforce planning.

Choosing INRY was pivotal, as their proven track record in healthcare and deep ServiceNow expertise ensured an effective, industry-aligned deployment.

The Rewards

Working with INRY, the organization launched its Employee Service Center Portal and ServiceNow HRSD solution in just 12 weeks using the SMART Success methodology. This accelerated timeline minimized risk and maximized adoption, enabling rapid value realization.

Benefits included:

• Centralized access for all HR and IT support needs

• Reduced manual workload on HR through self-service

• Freed HR capacity to focus on strategic talent planning

By embracing intelligent service delivery, the organization strengthened its employee support infrastructure and reinforced its long-standing commitment to delivering exceptional care.

Would you like to see similar results for your organization?

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The Mission

Founded in 1982 to serve urban and rural communities in its home state of Nebraska, Nebraska Methodist Health System (NMHS) is the most recent incarnation of a facility network that has served Nebraskans for more than 120 years. As a not-for-profit healthcare provider comprising 3 hospitals and two dozen clinics, NMHS is committed to treating each patient and colleague as they would a family member. This extraordinary level of care and service has resulted in a “culture of competence” that allows NMHS to compete effectively against much more prominent players in the healthcare ecosystem. Despite its relatively small size, Nebraska Methodist Health System has grown exponentially in recent years. From 21.1% of its local market share in 2014, the organization commanded a 26.6% share in 2019 – and that share has likely grown since.

This success has mainly come through strategic investments in the makeup of its patient care services and the enabling systems that make that care possible. As the organization sought to better fulfill one of its core missions – namely to “work as one… demonstrate respect and concern for everyone, value each individual as an equal team member, and support professional growth and autonomy” – the NMHS team realized that its legacy processes for Human Resources Services Delivery were no longer up to the challenge.

The Opportunity

Like many mature organizations, NMHS has long-standing investments in HRIS and enterprise resource planning solutions, including Infor Lawson. While these investments worked well for managing core HR requirements like compensation and benefits administration, they needed to provide a viable platform of action for resolving more frequently occurring requests. The struggles brought about by the COVID pandemic only highlighted a more long-standing requirement around more timely, interactive, available HR services to support the organization’s critical provider and back-office support teams.

As the NMHS team looked for options, ServiceNow emerged as a standout and thought leader in HR Services Delivery. The platform’s ability to empower colleagues with self-service options like knowledge bases and virtual agents meant that help was available 24 hours a day on virtually any device. Case management features meant that when self-service options were inadequate for the request, support could be requested and resolved predictably, with a quick and accurate resolution, thanks to automated routing of requests to the most qualified resources. Finally, integration with the organization’s existing Infor Lawson system meant that the Employee Experience solution could automatically access and update HCM “system of record” information at the right points in the workflow process.

Critically for the organization’s success, the investment in ServiceNow HRSD was supported by INRY’s expertise in delivering the solution to many of the world’s leading healthcare providers. As the co-developer of the HRSD solution in 2013 and the 2022 Global Partner Award Winner for Healthcare, INRY was the ideal partner to help Nebraska Methodist Health System take this critical step on behalf of its teammates.

The Results

The healthcare industry is tough, with demanding workloads and stress levels that few people even begin to understand. By working alongside INRY and ServiceNow to deploy a next-generation HR Services Delivery solution, NMHS has demonstrated to its colleagues that their hard work is appreciated and supported by a team of HR professionals committed to their success and professional growth.

Some of the benefits realized by NMHS as part of this HRSD transformation include the following:

• Improved employee satisfaction with their level of HR services support thanks to a portal that makes it easy to access the latest HR services information, request help, and get visibility on the status of existing requests.
• Access to a platform that can meet more complex HR services needs around streamlined employee onboarding, transitions (transfers, promotions), offboarding, and alumni engagement.
• Improved patient care thanks to the organization’s improved HR services, which reduce the attrition rate and ensure that the NMHS team is fully equipped to provide superb patient outcomes.

In the years to come, the investments in innovation made by Nebraska Methodist Health System in ServiceNow platform technology and INRY services will continue to bear fruit. As the organization enhances its Employee Experience in the coming years, its ServiceNow HRSD solution will become an even more valuable asset in fulfilling its mission to improve the health of their Nebraska communities in how they care, educate, and innovate.

Want to see similar results? Speak to our ServiceNow HRSD experts today!