As ServiceNow scaled rapidly, disconnected processes and manual workflows slowed us down and created friction across our core business services: Global People, Finance, and Legal.
Our goal was to eliminate silos and reduce manual effort by connecting processes end-to-end. This would make the experience better for our people, give us real-time insights, help us make faster decisions, and keep productivity consistent and scalable across the organization.
We turned to our own ServiceNow AI Platform because it brings together AI, data, and workflows.
How we changed: An iterative approach
Here are some of the results we have seen across our core business services:
Global People: Onboarding
Onboarding requires several steps across a variety of departments and applications, and new employees had disconnected journeys to complete their tasks.
We unified HR, finance, and IT workflows so onboarding became seamless. A new employee can complete a background check, select a laptop bundle, create a profile in Workday, and more.
Today, 99% of employees complete their onboarding tasks before day one.
Finance: Procurement
We had to move away from manual, disconnected workflows and bring everything together in one place.
We digitized the entire Source-to-Pay process on the ServiceNow AI Platform by connecting systems, streamlining steps, and creating one simple “front door” for all procurement requests.
The results have been huge: our PR-to-PO cycle time dropped from 12 days to less than three, sourcing savings grew 18x in four years, and our teams are moving faster and working smarter—all without adding headcount.
Legal: NDAs
As a global company, we create a high volume of NDAs. Even though they’re fairly simple legal documents, creating them was taking up more time than it should.
We automated NDA review with AI-driven Legal Service Delivery and Now Assist, streamlining our sales NDA review process and standardizing our Non-Standard and Clause Detection reviews.
This has reduced manual bottlenecks and built consistency, saving 20% of our review time.
Key learnings
We adopted an iterative approach, starting with targeted pilots that allowed teams to experiment, provide feedback, and refine workflows.
Dedicated champions in our Global People, Finance, and Legal departments enabled change management across ServiceNow.
Integrating legacy systems proved particularly challenging, requiring us to develop new connectors that are now part of our product offering.
Using the ServiceNow AI Platform, we have been able to connect our processes from end to end, breaking down silos and reducing manual work. This has made work easier for our people, enabling sustainable productivity across our core business services.