The Brief:
The American Red Cross is a nonprofit organization with 19,000+ employees and 300,000 volunteers. The Red Cross completed a 2-year project to transform their HR delivery model with the goal of providing easy, accessible, and just-in-time access to all HR services. The COVID-19 pandemic caused case volumes to soar; design and development teams rapidly responded to this need in conjunction with The American Red Cross’ urgency to provide a solution to their employees, volunteers, and medical staff.
What We Did:
Stridepath configured 70 HR services, ~1,000 Knowledge Articles (800+ of which were external), and 18 unique HR assignment groups. When the pandemic struck North America, Stridepath created a Sharepoint site in 48 hours for incoming cases, along with the early release of a streamlined portal with COVID services.
Results:
12 weeks after going live with ServiceNow® Case and Knowledge, 40% of The American Red Cross’ HR inquiries were resolved via self-service through ESC and 43% of cases came through chat. Due to the success of the project, The Red Cross’ HR budget was reduced by 13%.
Highlights:
• Changed HR model to a Tiered service structure
• HR stood up Covid-19 Case Management Center (March 2020)
