CUSTOMER
INSIGHTS
Employee Experience Testimonials
Learn how enterprises like yoursoptimize employee
experiences and boost productivity and engagement
Book of Knowledge
It’s hard to believe we haven’t been together in a global Knowledge event since 2019. Where did those four years of our
lives go? So much has changed since then. In 2019, ServiceNow was actually half the size we are today, and we had half
the number of products on our magnificent Now Platform®. Your companies, and each of us as individuals, have been
Say YES to through a lot.
Between 2020 and 2022, ServiceNow accelerated 10 years of innovation in less than two. In that same time, technology
success: Let’s
innovation also accelerated by at least 10 years. The next 18 months will be the most active time ever for technology
innovation in the history of the world. Change will never move this slowly again, which is why being together is our
ultimate asset.
win together
It’s time to rise up
Ninety percent of the businesses out there are linking skilled transformation with their ability to realize their company’s
strategy and their company’s performance.
We need more ServiceNow professionals to build the future. And we are making it very clear through our global
program RiseUp with ServiceNow, which is our commitment to upskill one million people by the end of next year.
One million!
IT is the business strategy
Nearly 40% of the CEOs in the world today think that their companies will no longer be viable in 10 years if they don’t
radically change course now. And digitizing their future is the number one thing on their minds.
But something that keeps holding us all back is we’ve somehow allowed this narrative that it’s IT versus the business.
And that’s wrong. It’s time to leave that fallacy behind because today the IT strategy is the business strategy. That’s it.
Two years ago, we came up with the idea: “The world works with ServiceNow™.” Just like the organizations featured in
this customer testimonial ebook, we want your company to work with ServiceNow because your success is our success.
This is about a commitment, a solemn oath that together we’re going to make the world better for everyone because
we can. This is a mission.
Our ServiceNow colleagues all over the world live for our customers and innovating for our customers. So I want to take
this moment to celebrate what we’ve done and, more importantly, what we will do together in the future.
Bill McDermott,
ServiceNow CEO Excerpts from Bill McDermott’s keynote presentation at the ServiceNow Knowledge 2023 event
Customer Insights | Employee Experience Testimonials 2
We’re committed to Harnessing the AI opportunity
helping our customers Knowledge 2023 was monumental in demystifying AI for our customers while also showcasing the
technology’s real-world applications for enterprises. Across the event, attendees learned how the rise
of the “exponential enterprise” is supported by innovative AI solutions that help create truly connected
deliver the best organizations, deliver better customer service, and free up staff to work on critical tasks.
possible service to AI built for the Now Platform
One criticism of AI that’s often mentioned is that it’s not suitable for all businesses and industries. This is
their customers
no longer a problem thanks to the new ServiceNow Generative® AI Controller. Organizations connected
to the ServiceNow ecosystem will be able to easily connect ServiceNow instances to OpenAI and
Microsoft Azure OpenAI Service.
and colleagues. With this development, any existing ServiceNow experiences can use generative AI capabilities to
answer questions, summarize existing content, and produce new content from a single integration point.
Simply put, if you’re on the Now Platform, AI integration is ready for your business.
AI-powered search that fits your business
We’re committed to helping our customers deliver the best possible service to their customers and
colleagues. With Now Assist for Search, we can do that better than ever.
Now Assist for Search is a new tool that uses generative AI to recognize intent. It provides natural
language responses based on the customer’s own knowledge base when users pose questions in Portal
Search, Next Experience, or Virtual Agent. Because Now Assist for Search pulls information from within
a customer’s environment, results are more accurate for internal agents or external customers, greatly
reducing the likelihood of error or hallucinations (when AI produces unexpected results).
Onward together
Organizations need to equip themselves with the digital tools of the time to weather the storms of
uncertainty and come out winning, undeterred by disruption. We recognize that C-suite leaders across
the world seek to architect a generative AI roadmap that drives business performance. With this in
mind, ServiceNow along with our partners, are developing custom large language models trained on
data specifically for the ServiceNow platform.
We’re excited to put this infrastructure in place for our customers so that they can bring their businesses
to the next level. It’s never been a more exciting time to be a member of the ServiceNow community.
Customer Insights | Employee Experience Testimonials 3
Empower shared services and workplace service teams The path to
to respond with agility
There is tremendous value in improving the experiences of your employees. At ServiceNow, we’ve
productivity starts
built a modern platform that allows you to do more with less and improve visibility across all of your
organization’s shared services. with better support
Consolidate service channels
for your employees.
Specialized systems may have short-term benefits for a single department but are a headache for
organizations looking to create unified experiences. The foundation of great employee experiences is
the consolidation of multiple service channels into a single highly automated and efficient portal.
This consolidation goes hand in hand with governance and reducing the number of systems that need
to be maintained. To ensure the revamped portal is a success with employees, it’s vital to ensure any
supporting self-service information is current and clear.
These best practices were front of mind when Dell Technologies revamped its HR system and
onboarding process. The company realized that its current layout was not fit for someone new
onboarding with the company, and that access requests were confusing. Dell Technologies
implemented a multidepartment employee portal powered by ServiceNow. The portal includes a
united experience layer for AI search, virtual agent personalized content, proactive communications,
and chat across HR and IT. Now, Dell Technologies can deliver increased productivity with revolutionary
employee experiences.
Increase productivity and improve employee experiences
The path to productivity starts with better support for employees. Companies who can’t rapidly
meet changing employee expectations will find it harder to attract talent and will experience higher
employee dissatisfaction and turnover. Technology is only part of the solution to this challenge, but
once you understand the employee pain points in your organization, a foundation of robust HR solutions
can help you plot the correct path forward.
When Mars Global Services began streamlining its HR department, it made sure the employee had a
seat at the planning table. After consolidating five service portals, four service bots, and more than
1,450 processes, the company took the time to gather feedback and optimize accordingly. Mars is
providing an elevated level of support to ensure the seamless adoption of its revamped service.
Read on to discover how other ServiceNow customers are driving shared services efficiencies.
Customer Insights | Employee Experience Testimonials 4
Use Case 1
Building an Employee-First
Services Portal
The path to employee satisfaction and increased productivity starts with better support for your shared services.
As one of the major touchpoints between an organization and its workforce, many service teams are often
hindered by limited visibility across service operations. Employees are also confused when forced to navigate
multiple portals and processes.
Many of the success stories in this testimonial book tell the tales of organizations that rebuilt their shared services
offerings with an employee-first mindset throughout the entire project lifecycle. Ease of portal use, accessibility,
and intuitive design were all implemented with the employee in mind.
A standout message from our customers is that maintaining shared services is an ongoing journey that must be
constantly optimized to match the changing needs of an organization’s workforce.
Customer Insights | Employee Experience Testimonials 5
Mondelēz revolutionizes global HR shared services
If you’ve ever had a snack before, then you’ve probably Volker Schrank, senior director of HR technology and
enjoyed a bite from Mondelēz International, which employee experience at Mondelēz, divulges the
includes iconic brands such as Oreo, Ritz, and Clif company’s three key takeaways from this process:
Bar baked snacks as well as Cadbury Dairy Milk and
Focus on experience. A working solution and
Toblerone chocolate. Mondelēz is one of the largest
technology are just the minimum. What is important
snack companies in the world, with global net revenues
today is a simple and engaging consumer-grade
of approximately $31.5 billion in 2022. It has about
experience for your employees.
Everything around technology enablement
91,000 employees in more than 80 countries.
is table stakes. But having a consumer-
Work with your employees. Never expect to just know
The company’s ambition is deeply rooted in its
or understand exactly what employee groups want or grade, simple, and engaging interface for
overall HR strategy. Previously, it had an insource HR
service delivery system, but the system lacked case
need—work with them, not for them, when designing your employees—this is what they want, this
a solution.
management, workflow management, and knowledge is what they need.”
management functionality. With a significant gap in You are never finished. In today’s world, digital
the HR experience provided to employees, Mondelēz employee experience is an ongoing evolution with Volker Schrank
decided the time was right for a technology upgrade. Senior Director of HR Technology and Employee Experience,
different levels of speed, but you never reach the end.
Mondelēz International
It is an “infinite game.”
After much trial and error, the company went live with
a new experience platform in 2021 using ServiceNow® Most recently, Mondelēz rolled out onboarding and
Employee Center and HR Service Delivery. Mondelēz offboarding. The company is also upgrading its
now has a one-stop shop and entry point for all HR interfaces, such as AI, on a regular basis to continue
services and requests. The platform has reduced making employee experiences as seamless as
end-user complexity and offers state-of-the-art case possible. Volker concludes: “Everything around
management and knowledge base functionality. technology enablement is table stakes. But having a
Before ServiceNow, Mondelēz had a self-service consumer-grade, simple, and engaging interface for
success rate of 50%. Today, the company is at an your employees—this is what they want, this is what
88% self-service success rate across all workflows. they need.”
Customer Insights | Employee Experience Testimonials 6
Tyson Foods provides employees with a human-centered experience
Tyson Foods is a multinational company that supports 20% of for employees connected across platforms and systems, HR upgrades from ServiceNow have garnered:
the beef, pork, and chicken in the United States. It operates delivered in the flow of work. Focusing on employee
• 3,600-plus tablets in plant locations
major food brands including Jimmy Dean, Hillshire Farm, Ball engagement, Tyson set up technology to give employees
Park, and Aidells, to name just a few. options to meet them where they are and provide them with • 22% self-service utilization
agency, whether they need the employee center portal, live
Recently, the company decided to move beyond legacy • 113-plus knowledge article views
agent chat, virtual agent, or another feature.
process and technology design to optimize the HR
experience for its more than 30,000 employees. Throughout Tyson’s HR team highlights that an employee’s emotional • 110,000-plus cases submitted
the planning process, Tyson made it a priority to consider connection to the employee experience is critical. Robin “Building experiences is not just a technology
each employee individually, and not just as a group or part Rogers, HR technology leader at Tyson, emphasizes, implementation; it’s a path forward and a revision of the
of a team, to ensure every scenario was accounted for “Achieving the desired experience is about providing an HR technology landscape,” says Robin. The company will
in terms of different positions, skill sets, and personalities. engagement layer for team members.” The HR team also continue its path of metamorphosis by keeping employees at
This approach provided a way to better understand how drives home that leadership must approach HR innovation the forefront of future innovation. She concludes that Tyson
employees experience and receive assistance. with an open mind, listen to team members fully, and take will “continue to keep the team member and user experience
employee feedback seriously.
By implementing ServiceNow® HR Service Delivery, the at the heart of everything we do.”
company created a single, human-centered experience
Building experiences is not just a technology implementation; it’s
a path forward and a revision of the HR technology landscape.”
Robin Rogers
HR Technology Leader, Tyson Foods
Customer Insights | Employee Experience Testimonials 7
Use Case 2
Leveraging Automation to
Enhance Self-Service
Employee self-service is designed to generate excellent employee services while also alleviating the burden of
HR and other services team. By digitizing and automating important HR tasks, employees are given more direct
control over their own data via online employee-engagement platforms.
Automating your information paves the way for personalized employee experiences on every channel. When
guided by up-to-date knowledge articles, employees are able to submit requests without depending on the
availability of services staff. Chatbots and virtual assistants can be configured to assist employees and free up
HR teams to focus on critical tasks.
Read on to discover how organizations across a wide spread of industries achieved success by investing in a self-
service approach to improving employee experiences.
Customer Insights | Employee Experience Testimonials 8
Mars Global Services upgrades the HR experience for associates
Mars Global Services (MGS) is a multinational manufacturer services, which are experience-led, process-driven, and The HR team at Mars emphasized user experience as a
that supports business operations across six service lines for technology-enabled. priority throughout the design process. Monika Nelson, senior
more than 80,000 associates. Forbes ranks Mars as the fourth director of corporate and MGS technology at Mars, says:
Mars took a top-down approach to illustrate potential cost
largest privately held company in the U.S., with over $45 billion “How are we going to make sure that the user has a seat at
savings with the following strategies:
in annual sales in 2022. the table? It’s not just about some survey results on the back
• Apply an experience-led approach to map the current of a PowerPoint, but actually what is in the forefront of
As a purpose-driven organization, Mars has a mission
state, evaluate the process against best practices, and that experience.”
to create a better tomorrow by making work easier. This
understand the technology and environment
was also the theme for unifying the company’s platform. Within one week of implementation, 71% of users said search
Previously, the HR department had five service portals, • Identify opportunities, related required capabilities, initial results offered useful descriptions and links, while 52% said
four service bots, and more than 1,450 processes. All were KPIs, and expected value they expect to use the HR system on a daily to weekly basis.
deployed separately and for good reasons, but the result was Though still in the beginning stages of the HR upgrade
a confusing, fragmented user experience that caused many • Establish related costs and investments needed to build process, Mars is providing an elevated level of support
operational inefficiencies. foundational capabilities and prioritize against value to ensure seamless adoption. As the company continues
to adjust, it hopes to see the numbers increase—and
The HR overhaul’s goal was to win associates’ hearts and • Build a high-level business case and capability roadmap
understands there is always room to grow. Hannah Green,
minds with a well-oiled, efficient, and effective system. to deliver value
senior manager of experience design at Mars, emphasizes:
Leveraging global business services solutions from The company conducted more than 200 interviews to “This is not just a technology transformation; this is really a
ServiceNow and the ServiceNow® Employee Center, the understand the associate experience and held five working people process.”
company created one place for all of Mars’ global sessions focused on end-to-end processes, along with using
external benchmarks and industry best practices.
This is not just a technology transformation; this is really a people process.”
Hannah Green
Senior Manager of Experience Design, Mars Global Services
Customer Insights | Employee Experience Testimonials 9
Elevance Health reimagines the power of self-service
Elevance Health has nearly 100,000 associates that Elevance Health decided to design a self-service
serve more than 118 million people at every stage of experience with ServiceNow to simplify and streamline
health. The company addresses a full range of needs the implementation of the corrective action policy.
with an integrated whole-health approach, powered Using the new self-service portal, the manager visits
by industry-leading capabilities and a digital platform. the corporate intranet for guidance on each step, the
Today, we have set up our employee It drives exceptional customer service with innovation forms needed, and instructions for the next stages
to energize its high-performance culture. of the process—all in one place. With a guided step-
relations to help our associates and by-step process, nobody has to worry about missing
managers meet their goals. This has been In the past few years, Elevance Health realized it a form or forgetting important details. Each action
needed a more effective HR system, especially for
a wonderful tool at a corporate level.” certain HR processes. The HR department employs
is kept on track and moving along. This technology
also helped bridge the communication gap between
a four-step corrective action policy, when required
Kristen Dunbar associates and their managers by organizing,
Program Manager of HR Operations, Elevance Health for associates, with defined steps: coaching, initial populating, and handling the documentation
warning, written warning, and termination. For each as necessary.
step within the policy, there are about 3,000 to 5,000
average cases per year. Kristen Dunbar, program manager of HR operations
at Elevance Health, says: “Today, we have set up
But HR found that the review process for each of the our employee relations to help our associates and
four steps was disjointed and disorganized. In fact, managers meet their goals. This has been a wonderful
the review process took between eight and 11 days for tool at a corporate level.”
each stage, and associates and their managers would
forget important details and conversations by the end In the 11 months from October 2019 to August 2020
of the time window. The HR department needed a way when self-service was implemented, Elevance Health
to cut down on this time and, additionally, create a saw a significant decrease in the overall time to
specific protocol for documentation and paperwork. process terminations. Between April and August, the
Also, thousands of dollars per year were being wasted company avoided over $1.1 million in added workdays.
on each step.
Customer Insights | Employee Experience Testimonials 10
Make it easier for employees
to get what they need, while
reducing costs and streamlining
how you serve them.
Learn more
About ServiceNow
ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow.
So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow™. For more information, visit: www.servicenow.com.
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