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Within the multi-year transformation engagement, automated workflows and intelligent self-service drastically reduced manual workloads while standardizing global operations.
The client, Europe's largest industrial manufacturing conglomerate operating 289 production plants worldwide, faced immense complexity managing HR and support services across 100+ countries and 300,000+ employees. Pre-boarding and onboarding relied on fragmented legacy systems and manual data handling, while support channels suffered from high ticket volumes, lack of 24/7 availability, and inefficient iframe-based portals.
Fragmented systems caused onboarding delays, inconsistent employee experiences, and compliance risks across international branches. Live support agents were overloaded with low-complexity inquiries, driving up IT operational costs, increasing response wait times, and diminishing customer and employee satisfaction.
InfoBeans delivered a holistic ServiceNow transformation incorporating HR Service Delivery (HRSD) with UIPath RPA automation, Customer Service Management (CSM) with Agent Workspace, and a 24/7 multilingual NLU-powered Virtual Agent. Additionally, InfoBeans revamped the legacy CMS into a dynamic Service Portal and established a 9-step Demand Management Operating Model to govern global execution.
The implementation yielded a 35–40% increase in case resolution speed and a 30% reduction in manual workloads. It enabled automated cross-functional onboarding (integrating HR, Admin, IT, and Training), secure external customer communication, and predictable, risk-free rollouts planned across 46 countries.
Rolling out ServiceNow across 100+ countries isn’t just an implementation problem – it’s a governance one. We focus on building the systems and structure that make consistent, predictable delivery possible at scale, country after country.
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