Optimizing the HR Service Delivery Experience
In the past couple years, however, Lowe’s has turned its attention toward optimizing HR processes and operations. The company collected massive amounts of data on what information their employees frequently sought and how systems were used. Using ServiceNow’s platform to collect and analyze this data allowed the HR department to make changes that drove efficiency.
“From a workflow perspective, we made an even better process,” Huffman said.
One of the areas the Lowe’s HR department evaluated was its service delivery model. The data showed Huffman, Tanner and the team that a lot of their calls were coming from people who didn’t work for the company. With the old system, these callers were put in a linear queue with internal employees, leading to cases where nonemployees were sometimes served before team members.
Lowe’s has since taken steps to flip the model. Whereas its funnel was upside down before, features such as a self-service HR portal, chatbots and virtual agents are now helping to optimize its service delivery. This allows service specialists and centers of excellence to focus on value rather than volume.