Case Study
WelbeHealth enhances HR operations with ServiceNow HRSD, now resolving 50% of daily submitted HR tickets on the same day, boosting efficiency and employee experience.
Download Case StudyIndustry: Healthcare
Key Technologies/Platforms: ServiceNow HRSD
About the Client
WelbeHealth, a mission-driven, value-based healthcare provider in California, offers comprehensive care for the elderly under the PACE program. WelbeHealth coordinates a broad spectrum of health and social services, dedicating its efforts to enhance the lives of seniors by helping them enjoy more connected, vibrant, and meaningful lives.
Business Requirements
WelbeHealth required a structured HR service delivery model that could enhance efficiency, transparency, and employee experience. The primary goals included:
- End-to-end HR Case Management Optimization to accelerate issue resolution and reduce manual effort.
- Automation of Workflows & Notifications to streamline interdepartmental collaboration and ensure seamless task handling.
- Real-Time Data Insights & Performance Tracking to improve decision-making and optimize HR resource allocation.
- Centralized Service Platform for HR & IT Requests to enhance employee experience and track requests efficiently.
Business Challenges
The client encountered several critical challenges with its existing integration infrastructure:
- Inefficient HR Workflows: Manual request handling resulted in delays, impacting both employee satisfaction and operational efficiency.
- Lack of Real-Time Insights: Without actionable data, tracking performance and optimizing resource allocation was challenging.
- Inconsistent Case Management: Inadequate case tracking led to slower response times and incomplete resolutions, reducing HR service effectiveness.
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