Amsterdam, NL – Mar. 24, 2014 – ServiceNow
(NYSE: NOW), the enterprise cloud company, today announced that the
ING Group, a Dutch multinational bank and financial services
organization, is successfully using ServiceNow cloud‑based software to
transform HR service delivery to more than 25,000 Netherlands‑based employees.
Previously relying on call centers and face‑to‑face interactions
for most HR enquiries, ING turned to ServiceNow
HR Service Management to help streamline many key HR functions.
ING improves its HR services in these ways:
Build a new fully branded HR portal for employee
self‑service. ING created a self‑service portal where employees
across The Netherlands can access a knowledge base with over 1200
articles (in Dutch and English) on topics such as health,
compensation and learning. This allows employees to get answers they
need on the most queried topics whenever they want.
Automate its case management. Using ServiceNow, ING
converted its manual HR processes into automated process
workflows. For example, when an employee has an enquiry on
benefits and vacation or more complex requests such as sabbaticals
and leaves of absence, they can log into an HR portal that routes
the request to the right HR expert. This allows ING’s HR team to
measure and report back on HR performance and its impact on the
Create one system of record to streamline all HR requests and
services. ServiceNow software was integrated into the company’s
existing HR system, helping ING consolidate its tools for HR
services onto a single system of record so the organization could
have a bird’s eye view of its processes and one repository of HR
data for greater consistency and efficiency.
With these advances ING’s HR department has been able to
significantly improve end‑user satisfaction, while dramatically
reducing the cost and time it takes to provide services.
“Employees increasingly expect consumerized self‑service for HR,”
said Marc van den Berg, Manager HR Click Netherlands. “Thanks to
ServiceNow, the automation opportunities have meant that employees
have much of the information they need right on their fingertips,
significantly increasing employee satisfaction, and dramatically
reducing the number of steps taken for information to be accessed. We
see ServiceNow as a key partner in our transformation efforts.” From
start to finish, the project took only three months to go live.
“By moving their HR services to the cloud with ServiceNow, ING can
provide the same great service internally to its employees that they
provide to customers externally,” said Kevin Tumulty, EMEA Vice
President, ServiceNow. “ING is making the HR department more
accessible and productive with a powerful new self‑service experience
that also allows it to free up HR resources to focus on delivering key
business drivers,” continued Tumulty.
ServiceNow HR Service Management streamlines and improves HR
service delivery by offering a consumer‑like self‑service catalog to
employees, enabling them to easily access pre‑defined services such as
benefits or employee relations items, helping increase HR and employee
productivity, as well as lower operational costs and improve HR team performance.
ServiceNow is changing the way people work. With a
service‑orientation toward the activities, tasks and processes that
make up day‑to‑day work life, we help the modern enterprise operate
faster and be more scalable than ever before. Customers use our
service model to define, structure and automate the flow of work,
removing dependencies on email and spreadsheets to transform the
delivery and management of services for the enterprise. ServiceNow
provides service management for every department in the enterprise
including IT, human resources, facilities, field service and more. We
deliver a ‘lights‑out, light‑speed’ experience through our enterprise
cloud – built to manage everything as a service. To find out how,
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