Case Study
HR Shared Services Transformation Success at a Global Technology Company
About the Client
The client is a global technology company specializing in cloud computing solutions for various industries such as manufacturing, banking, and finance. Founded in the early 1990s, the company has grown as a market leader and has a global presence across 7 countries. The organization serves a diverse range of customers, including Fortune 500 companies, small and medium-sized enterprises (SMEs), and public sector organizations.
Business Challenge
As a forward-thinking organization, the client aspired to take its business processes to the next level and embrace cutting-edge technologies. It conducted a preimplementation exercise which covered some crucial aspects.
The pre-implementation exercise revealed the need to enhance its HR operations to elevate organizational efficiency. As the organization delved into their current processes, it realized that there were opportunities to optimize and streamline its HR functions. Managing employee data across multiple systems proved to be a daunting task for the client. The complexity of handling data in various platforms led to potential errors. The organization needed a robust solution that would centralize and streamline the data management process, ensuring accuracy and data integrity.
One of the key challenges the organization encountered was the presence of inconsistent HR processes across different countries. Varying policies and procedures caused confusion and inconsistencies. The organization sought a seamless and unified approach to HR operations that would give clarity and standardization across the HR processes.
Furthermore, the organization grappled with the need to address the slow response times, which led to employees facing delays in getting their HR queries addressed. Timely support was essential to provide quicker and more efficient HR services. Administrative tasks consumed a significant portion of the HR team’s time, limiting the team’s ability to focus on strategic HR initiatives. Thus there was a need to automate repetitive tasks, freeing up the HR professionals to concentrate on strategic initiatives.
The significance of real-time HR data further emphasized the importance of the HR transformation journey. Timely information was crucial for making data-driven and strategic decisions. The client aspired to harness the power of real-time data and analytics to enhance its decision-making processes and respond swiftly to HR-related issues.
Trigent Solution
The client made a strategic decision to partner with Trigent Professional Services – to augment its HR services. The focus of the client was on leveraging cutting-edge technologies to drive efficiency, innovation, and growth, empowering its HR operations to reach new heights of success.
The client partnered with Trigent Professional Services having 28 years of industry experience and a proven track record of delivering exceptional solutions. Trigent’s seasoned experts implemented a bespoke HR shared services solution (HRSS) powered by ServiceNow that optimize costs, centralize and standardize the HR processes, and use data-driven insights to make informed decisions.
The client has leveraged Trigent’s offshore HR shared service center and outsourced HR tasks such as payroll processing, employee data & query management. This strategic move not only reduced cost but also manual efforts and minimized the possibility of errors, ensuring data accuracy.
Furthermore, by implementing our self-service portal, employees can access the HR services and information that involved updating personal information, tax documents, leave request submissions, and viewing company policies and announcements. This enhanced accessibility, reduced manual intervention and enabled employees to receive HR support promptly.
Extensive combinations and edge/hand-off scenarios were designed to ensure maximum application feature coverage. Cross-browser/compatibility testing was performed using BrowserStack. Additionally, given the velocity of change, Trigent periodically conducted bug bash sessions that uncovered more than 300 bugs in the MVP, enabling the organization to assess its product for a beta release. As a seamless extension to the product team, the Quality Engineering team understood the newly implemented functionalities. Trigent’s domain expertise and understanding of the application functionality enabled the team to develop strategies that helped them to write test cases.
Client Benefits
The bespoke HRSS solution delivered remarkable benefits to the client:
- Improved Operational Efficiency With standardized processes and automation, HR tasks were completed faster, leading to increased operational efficiency.
- Enhanced UX Employee self-service portal created a seamless experience for employees, with quick access to HR information and services leading to higher satisfaction.
- Increased Employee Productivity Automating repetitive tasks allowed the organization to focus on strategic activities, which led to boosting employee productivity.
- Strategic HR Focus With administrative burdens reduced, HR teams could dedicate more time to strategic initiatives, talent development, and employee engagement programs.