Elevating Employee Experience for Caregivers: How a Leading Healthcare Organization is Making a Difference

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.