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Within the first implementation phase, the digital workplace shift drastically reduced manual HR burdens and unified the employee experience.
The bank's HR services were spread across multiple systems, making it difficult for employees to access HR support for leave, payroll, benefits, onboarding, employment letters, loans, and policy-related requests. Furthermore, critical information was scattered across external knowledge repositories, and profile data had to be managed separately in both ServiceNow and Oracle HR.
This highly fragmented environment resulted in inconsistent employee experiences, manual case handling, limited visibility, and longer resolution times. Having to switch between applications reduced productivity and increased repetitive support requests, while duplicate data entry caused inconsistent records and compliance risks.
InfoBeans implemented ServiceNow HR Service Delivery (HRSD) featuring a Unified Employee Center, AI-powered Enterprise Knowledge Search, and a centralized Employee Profile Update interface. This provided a single digital workplace for all HR services, utilizing External Content AI Search, Zero-Copy Metadata Indexing, and FlowAPI Runner for secure synchronization.
The unified platform successfully consolidated 85+ HR services and enabled real-time request tracking, automated case management, and seamless cross-platform data consistency. It improved first-contact resolution by 15-20% and maintained Oracle as the ultimate system of record while empowering 50,000+ employees.
HR platforms often grow the way this one did, one system for cases, another for knowledge, a third for profile data, until employees are the ones stitching it together. We focus on finding where that fragmentation lives and connecting it, so the platform works the way employees actually expect it to.
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