---
title: "American Red Cross Transforms HR Delivery - Stridepath"
canonicalUrl: "https://stridepath.com/case-studies-american-red-cross/"
excerpt: "ARC transformed its HR delivery model with ServiceNow over the course of 2 years, reducing its HR budget by 13%. "
datePublished: "2023-01-30T17:07:42+00:00"
dateModified: "2026-01-14T16:04:35+00:00"
---

American Red Cross Transforms HR Delivery - Stridepath

**

![](https://stridepath.com/wp-content/uploads/2025/06/American-Red-Cross-Case-Study.png)

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)

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