A Leading Healthcare Provider Delivers World-class Employee Experience with INRY and ServiceNow

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!