Visteon - Solving HR Service Delivery with Sherlock & ServiceNow®

Visteon achieves 70% tier 1 case deflection in 12 weeks post go-live.

Visteon

The Brief

Visteon needed to improve organizational efficiency and make it easier for employees to get to the services they need including benefits, compensation, PTO and more.

What We Did

The Anti implemented the ServiceNow® HR Delivery platform and set up shared services across complex global regulations. Focusing on change management planning and taking a phased approach based on employee population, The Anti deployed 21 services in just Phase 1.

Results

To date, employees have submitted 1,600 cases and viewed 2,300 knowledge articles. Launched on time and on budget, 56% of cases are now handled at Tier 1 and just 14% of cases are handled by HR systems teams. These efficiencies have reduced the headcount required to support this level of requests & activity and allowed HR teams to focus on high value projects.

Highlights
  • 21 services deployed
  • Integration with Ultipro
  • Virtual agent & chat drive case deflection

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