ING Group banks on ServiceNow HR service delivery improvements

As part of a three-month project to deploy of ServiceNow HR Automation, ING created a new self-service HR portal that enables its 25,000 employees to access to information on a range of widely queried topics, such as health compensation and learning.

Share

Dutch multinational bank ING has deployed ServiceNow’s cloud-based service delivery tools, allowing the firm to reduce the time and cost required to deliver HR services.

The bank had previously relied on call centres and face-to-face interactions for the majority of its HR enquiries. As part of a three-month project to deploy of ServiceNow HR Automation, ING created a new self-service HR portal that enables its 25,000 employees to access to information on a range of widely queried topics, such as health compensation and learning.

The software as a service (SaaS) system also allowed ING to automate its manual HR process. For example, this meant routing staff enquiries on a certain topic – including more complex requests such as sabbaticals of leaves of absence - to the correct HR expert.

Furthermore, it was possible to create one system of record to streamline all HR requests, integrating into existing HR systems and consolidating unneeded tools.

Terms of the deal were not disclosed.

Overall, the ServiceNow software allowed the bank to lower operational HR costs an increase performance, said ING HR manager Marc van den Berg.

“Employees increasingly expect consumerised self-service for HR,” said van den Berg.

“Thanks to ServiceNow, the automation opportunities have meant that employees have much of the information they need right on their fingertips, significantly increasing employee satisfaction, and dramatically reducing the number of steps taken for information to be accessed. We see ServiceNow as a key partner in our transformation efforts.”