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ServiceNow Transforms HR Service Delivery

ServiceNow® (NYSE: NOW), the enterprise IT cloud company, today announced that Envision Healthcare, a leading provider of physician-led, outsourced medical services, has implemented ServiceNow software-as-a-service for its Human Resources (HR) organization. Envision Healthcare has automated its HR services, delivering standardized and consistent support for its employees, resulting in improvements in employee satisfaction and operational efficiencies.

Envision Healthcare, is a Denver-based company that offers an array of healthcare-related services to consumers, hospitals and government agencies and operates American Medical Response (AMR), the nation’s leading ambulance service provider, and EmCare, a provider of integrated facility-based physician services. The company deployed ServiceNow with the help of the ServiceNow Professional Services organization and utilized Master Solutions Partner, Cloud Sherpas, to design a new self-service portal. Together, they automated HR service requests, such as onboarding of employees and centralized access to common HR forms to eliminate manual intervention.

ServiceNow helps organizations, including HR, streamline service delivery. Complex tasks that were previously managed via email or phone, such as employee off-boarding, can now be tracked, reported on and audited. This results in improved HR team performance, responsiveness and ability to take action on the volume and types of requests handled by the HR organization.

“From our first exposure to ServiceNow and in speaking to other users who automated HR processes, we were impressed with the deep service operations and automation capabilities,” said Carlie Bush, Director of HR Shared Services, Envision Healthcare.

ServiceNow is also being used as a centralized knowledge database that contains more than 2,200 articles with more added each day to enable self-help. The knowledge base is accessed through a web-based, self-service portal using the ServiceNow Service Catalog. For companies like Envision Healthcare, it ‘consumerizes’ the HR experience to employees, and because it is fully mobile-enabled, allows easy access for the large percentage of remote users at the company. Included chat functionality allows the HR team to further streamline communication.

Envision Healthcare’s Chief Human Resources Officer and Senior Vice President Kim Norman offers this advice to companies considering automation and process changes, “When embarking on transformation efforts, success involves people, technology and culture. Take the time to research and evaluate the solution to ensure it’s the right fit. And the culture of the organization needs to be ready for such a shift. We are very lucky to have a tech-savvy workforce who embraced the change.”

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