Mia says, “Just by putting knowledge articles online, we estimated that we could reduce our workload by 33%. When people can easily find the HR information and policies they need on their own, they don’t need–or want–to open a case. When they do ask for help, ServiceNow has allowed us to move to a tiered support model that makes the most of our resources.”
Mia also talks about the human benefits for her team. “We have a mix of early career and experienced people. We want to offer them job satisfaction and real career opportunities. By freeing up time, we’re able to take on more challenging and rewarding work. For example, we have people learning to become lifecycle specialists. Others are becoming benefits experts. By carving out these areas, we’re creating fulfilling career paths for our team members. This also reduces team turnover–which is incredibly important, since we operate in some highly competitive markets for HR shared services professionals.”
Hitachi Vantara plans a one-stop shop for all employee services using ServiceNow
What’s next? Hitachi Vantara is already working on employee onboarding using ServiceNow® Enterprise Onboarding and Transitions. It also has the goal of creating a single portal for all employee services, not just HR.
“We already have ServiceNow portals for IT, facilities, and HR. By bringing these together, we can create a one-stop shop for employees. An employee shouldn’t have to think about where they need to go. They should just be able to ask their question. And, we’ve already started. For example, employees can access all company policies–not just HR policies–on the HR portal,” says Mia.
Other Hitachi Group companies now want to use Hitachi Vantara’s HR shared services team
Finally, Mia talks about broader opportunities across the Hitachi Group. “We are now being asked to provide shared HR services for other Hitachi companies. I’m proud of my team–we’ve accomplished a lot, and our reputation is spreading. That’s what happens when you streamline processes and make things better.”