Enhancing HR Department During Covid-19 by Introducing a New HR Case Management System in ServiceNow

Overview & Challenge

The client is a leading pet products and services retailer, existing on the market for more than 50 years and providing its customers’ products, services, advice, and experiences for their pets via their e-commerce website. They have a vast network of pet products and services partners, and as such, they have an enormous number of clients.

Being a leader on the market requires having internal systems that work without faults at any time. The new pandemic situation – COVID-19, has brought challenges to every company, including our client, one of which was efficient remote work. Efficient remote work meant organizing team and handling HR requests regardless of the size. However, our client had an HR case management system that efficiently handled requests when working at the company’s premises, but couldn’t respond to all requests during remote work. The number of requests and tickets addressed to the HR team increased during COVID-19, and the system lacked scalability, performance, and most of all accessibility, which furthermore results in inefficient HR case management system and low HR team operating efficiency.


When it came to finding the solution, the client needed an HR Case Management system such that would be available and accessible all the time, would support all types and sizes of requests, and would allow tracking of phone and email requests. Most of all, the solution had to be delivered within a short period of time. By using ServiceNow intuitive application development toolkit, a new HR Case management system was created within a short period of time.

Business Outcomes

By implementing the new application within the ServiceNow platform, the client was able to replace the old HR Case Management system with a new one that is stable, highly-optimized, accessible and available to the HR team and all client’s partners. This, in turn, greatly improved the efficiency of the HR team by saving their time and giving them a fast solution. Key benefits:

  • Application with predefined user rules, roles and policies
  • Completely new centralized and custom application that is easy for use