Building a consumer-grade HR experience

For Lowe’s, its associates are at the heart of everything it does. Happy employees mean happy customers. The organisation is constantly seeking to enhance the employee experience and make the HR experience frictionless for its associates.

The organisation began its ServiceNow journey in 2018, migrating its previous antiquated HR solution onto HR Service Delivery. The move enables the organisation to create a single HR portal for all associates, accompanied by over 2,000 knowledge articles to support self-service: delivering the consumer-grade experience that Lowe’s associates expect.

The Lowe’s HR portal has now served over 4 million cases in 4 years. With all this data now at its fingertips, Lowe’s is starting to analyse data and identify further areas of optimisation. For Lowe’s associates, all of this means a simple, more efficient HR experience, allowing them to focus on what really matters: taking care of their customers.