A leading British-Dutch multinational consumer goods company headquartered in London provides personal care, foods, refreshment, and home care products. It is one of the oldest multinational companies and its products are available in around 190 countries.

The employee experience function within the client’s operations was established to address several challenges. One of them is the IT landscape’s complexity that requires an employee to spend approximately 13 hours every month navigating through different systems to complete simple tasks such as follow-up on HR queries and cases. There was a need for an enterprise tool that could serve as a single source for all employee queries across HR, IT, finance, workplace, travel, and legal functions.

Key Challenges

Complex, disparate and outsourced systems

  • Heavily customized legacy systems for HR case management
  • Lack of a single user interface for employees to raise and keep tabs on HR queries and cases
  • Heavy dependency on knowledge articles with no existing capability to customize search results in legacy systems based on unique client requirements

The client was looking for a cloud platform to improve employee experience, which could consolidate all ticketing tools into one location. ServiceNow fulfills all requirements with its out-of-the-box functionalities and a faster speed to market.

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The Solution

Consolidated queries and cases across departments to transform employee experience

Infosys partnered with the client to replace the existing legacy tools with ServiceNow as its Single Query Management (SQM) tool. The solution consolidates queries and cases across IT, HR, workplace, finance, travel, and legal departments, making it easy for employees to get the services they need. The Infosys ServiceNow suite of offerings, part of Infosys Cobalt, provide industry cloud solution blueprints to accelerate service experience transformation. This was enhanced by the extended offerings and services from GuideVision to bring capabilities relevant to the client’s digital priorities.

The ServiceNow implementation was supported by skilled techno functional resources backed by a robust governance and organizational change management framework. Governed by the Golden Rules of Zero Customization, Infosys helped the client achieve the following within 90 days of project commencement.

  • Implementation of core HR module to raise HR cases and queries
  • Employee service center portal
  • Migration of HR knowledge articles from legacy system to ServiceNow
  • Enablement of chat integration with the client’s existing bot capability
  • Integration with core HR system and several other systems for seamless data integrity
  • Improvement in end-user experience due to reporting and dashboards


Migration of knowledge articles from legacy to ServiceNow with less than 5% error rate

Cost Savings
ServiceNow chat capabilities replaced the expense of maintaining the phone desk

Increase in knowledge article usage with thousands of knowledge searches every day

Service portal
Self-service focused portal with enhanced knowledge search and chat capabilities