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.
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