Created with Sketch.

Recovery Email

Your account give you access to even more premium content, don't lose access to it. Provide a recovery email below.
  • Secondary E-mail
Sanford Health uses HRSD on the Now Platform
Sanford Health logo

Sanford Health creates an employee portal with ServiceNow

97%

Of cases completed below five-day SLA

90%

Case deflection

16

Agents take care of 50,000 employees across 24 states

 

When does employee experience matter? When it impacts patient care. That’s what Sanford Health found when it introduced ServiceNow ITSM & HRSD. The organization delivers a five-star employee service experience in the moments that matter, while creating a single, easily accessible portal that employees can access anytime, anywhere, and get help with requests across both HR and IT.

A little background
Sanford Health aims to deliver a five-star service delivery experience for its employees in the moments that matter. However, with 50,000 employees spread across 24 states, and acquisitions of other healthcare organizations, scaling that five-star service experience can be a significant challenge.

Meeting all staff needs
“We have a belief and methodology around five-star service delivery on the things that matter to our employees,” says Chief HR Officer, Darren Walker. “We want to simplify their work so they can focus on taking care of our patients and residents.” To achieve this, in collaboration with ServiceNow, Sanford Health has created a unified service portal which brings the HR and IT teams closer together. By providing a single source for employees to go to for questions, and a seamless experience when transferring cases between departments, the teams work better together.

Sanford Health logo
Sanford Health
CUSTOMER
Sanford Health
HEADQUARTERS
Sioux Falls, South Dakota
INDUSTRY
Healthcare and Pharmaceuticals
EMPLOYEES
50,000

We have achieved a lot of great results.

Darren Walker

Chief HR Officer

Satisfaction on the rise
Now, 16 agents take care of 50,000 employees over 24 states and achieve 90% case deflection. Employee satisfaction is also improving due to the case resolution rate; 97% of cases are now completed under the five-day SLA.

Extending ServiceNow further
The Now Platform also helped Sanford Health when the COVID pandemic broke out. Working with ServiceNow it was able to introduce a new form to make sure employees had the information they needed on how to get back to work. This enabled the team of 16 agents to support over 35,000 new COVID cases.

The HR and IT teams have also implemented capabilities such as the native mobile app and virtual agent to enhance service delivery for their employees and support a deskless workforce for nurses. “Our aim is to simplify our employees’ work so they can focus on taking care of our patients and residents,” concludes Darren.

Download PDF

 

ServiceNow CSM logo

ServiceNow HR Service Delivery

Explore the product that helps Sanford Health improve the employee experience

More stories

Case study

BD monitors and controls processes

BD optimizes workflows with Performance Analytics to better serve healthcare pros

Case study

CHS consolidates software asset management

CHS supports the patient journey while saving millions with ServiceNow

Case Study

Magellan Health creates a workplace of the future

Magellan Health redefines the employee experience with ServiceNow

Get started with ServiceNow

Ready to become a success story?

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe any time.

  • By submitting this form, I confirm that I have read and agree to thePrivacy Statement.