Industry
Automobile Manufacturing
Services
Implementation & Consultation
Solution
HRSD, Workday &, AI Search
Region
USA
The Global Automobile Manufacturer turned to Aelum Consulting’s ServiceNow experts to improve employee experience, unify onboarding workflow, and automate complex HR processes.
The Company: Global Automobile Manufacturer
A US-based automobile manufacturer, leading producer of commercial fleet vehicles and electric utility trucks. With a workforce exceeding 15,000 employees and operations in 15 countries, it has a strong presence in North America, Europe, and Southeast Asia. The company specializes in last-mile delivery solutions and sustainable transportation systems, serving logistics providers, municipal governments, and corporate fleets.
The Challenge
From fragmented to centralized HR platform for enhanced operational efficiency
The client’s HR ecosystem was scattered across multiple platforms, creating inconsistent employee experiences. Employees struggled to access basic HR information, onboarding process required manual coordination, causing delays and errors. Their primary challenges were:
- HR processes were scattered across multiple disconnected platforms, including Workday, Microsoft Teams, and third-party payroll providers, creating silos and inconsistent employee experiences.
- New hire onboarding involved manual coordination across HR, IT, and facilities departments, leading to delays, inconsistent experiences, and prolonged time-to-productivity for employees.
- Employees struggled to find answers to common HR queries, resulting in high ticket volumes and dependency on HR support teams for routine requests.
- Manual data updates across systems caused errors, delays, and a lack of real-time synchronization between Workday and other HR platforms, impacting operational efficiency.
- Desk-based employees had limited HR access, particularly manufacturing and field workers who couldn’t easily engage with HR services during work hours.
- Repetitive HR inquiries overwhelmed support teams, with manual intervention required for many common scenarios, increasing operational overhead and resolution times.
The Goal
The automobile OEM aimed to unify fragmented HR systems into a centralized platform with seamless integration, automated onboarding, self-service capabilities, real-time data sync, mobile access, and AI-powered support.
The Solutions
Transforming HR service delivery through ServiceNow
Recognizing the need for an employee-first HR platform, the company partnered with Aelum Consulting to implement ServiceNow solutions, enabling unified workflows, eliminating manual processes, and delivering real-time information. The key solutions provided were:
- ServiceNow HRSD Foundational HR platform to standardize HR processes across the enterprise. Replaced fragmented workflows with structured case management, lifecycle events, and request fulfillment.
- Employee Center: A single front door for all HR services where employees can access HR requests, policies, onboarding tasks, and support in one centralized experience.
- Onboarding Automation: Automated workflows across HR, IT, facilities, Workday, and Adobe Sign removed manual handoffs. New hires, managers, and support teams complete approvals, documentation, training and equipment requests through a single coordinated workflow.
- Self-Service Portal: Enabled an intuitive self-service HR portal supported by a structured knowledge base available in 10 languages. So, employees can resolve routine HR questions independently.
- ServiceNow Workday Integration: Established seamless integration between ServiceNow and Workday, with Workday acting as the system of record and ServiceNow as the engagement layer.
- Now Mobile: Extended HR access to frontline, manufacturing, and non-desk employees using Now Mobile. Employees can engage with HR services, complete tasks, and access information anytime.
- AI Search: Implemented AI-powered search to surface relevant HR answers based on intent and context. Intelligent recommendations reduced repetitive inquiries, improved self-service adoption, and lowered operational overhead for HR support teams.
ServiceNow Tech Stack used:
ServiceNow HRSD, Employee Center, Self-Service Portal, ServiceNow Workday Integration, AI Search, Now Mobile
The Outcomes
After the successful implementation of ServiceNow solutions, the client experienced significant improvements across HR operations, employee engagement, and service delivery, positioning the business for scalable growth. Key business outcomes included:
- Case Deflection: AI-powered search and self-service capabilities reduced support tickets across regions, freeing HR teams for strategic initiatives.
- Faster Onboarding: Automated workflows reduced new hire onboarding time, ensuring employees were productive from day one with streamlined access to resources.
- Increased Self-Service Adoption: Multilingual knowledge base drove an increase in self-service usage, empowering employees to resolve queries independently without HR intervention.
- Real-Time Data Accuracy: Workday-ServiceNow integration eliminated manual data updates, ensuring consistency across systems and reducing errors in HR processes.
- Enhanced Mobile Engagement: HR interactions now occur via mobile devices, significantly improving accessibility for manufacturing and field employees.
- Improved Employee Satisfaction: Unified portal and faster resolution times increased employee satisfaction scores, creating a more positive workplace experience.