Empowering employees and engaging end users: State public polytechnic university’s holistic ServiceNow story

Results

18 weeks from project start to go-live

100% elimination of manual HR processes

Seamless external communication to all stakeholders

Increased employee and customer satisfaction

Applications

THE CLIENT

Leading innovation in technology education

A top-ranked public research university committed to preparing students for the demands of a technology-driven world. Dedicated to fostering an environment of continuous improvement, the university implemented ServiceNow to enhance its internal and external service experiences to match its innovative spirit.

“This may have been the smoothest project that I’ve worked on in my 25 years in IT and higher education. I attribute that to [Ondaro's] knowledge of the business requirements, technical skills, and commitment to our success.”

— Project member

THE CHALLENGE

Outdated processes slowed the university’s HR and service workflows

The university faced significant roadblocks in managing its HR operations and customer service workflows. Like many organizations relying on manual processes, the university struggled with inefficiencies in HR service delivery. Employees had no visibility into the status of their service requests, leading to frustration and delays. Similarly, HR agents faced their own challenges, limited by needing to toggle between disparate systems while managing requests via cluttered email threads.

This lack of centralization extended beyond HR. The university’s departments relied heavily on emails and phone calls to manage external communications, from handling alumni interactions to coordinating tours for prospective students. These outdated methods limited the university’s ability to track progress, fulfill requests efficiently, and meet stakeholders’ expectations.

Without a single platform for employees or external users to access, the university’s processes became fragmented, inhibiting productivity and satisfaction. The university recognized the urgent need for digital transformation that would not only modernize its systems but also create a cohesive, user-friendly experience for all stakeholders.

THE SOLUTION

Streamlining workflows for all stakeholders with HRSD and CSM

To address these challenges, the university partnered with Ondaro for a second implementation of ServiceNow applications. This collaboration aimed to revolutionize the way the university served its employees, students, and external partners.

The implementation began with HR Service Delivery (HRSD) in ServiceNow. Together, the university and Ondaro developed a roadmap for a seamless HR experience, which included the following:

Automated case management, replacing manual processes entirely
A user-friendly HR service catalog and Employee Center portal for self-service
Centralized knowledge management, making information easily accessible
A chatbot integrated with the HR agent workspace, enhancing employee interactions

Ondaro also introduced ServiceNow’s Customer Relationship Management (CRM) product to address the university’s external communication challenges. This platform empowered the university’s departments to manage requests from alumni, parents, contractors, and more — all through a streamlined portal. By replacing email threads with an automated system, CRM enabled better tracking, faster response times, and seamless employee experiences.

To ensure ongoing success, Ondaro provided specialized training for the university’s HR and department teams. This equipped employees to navigate the new systems confidently, ensuring a smooth transition. As a project member at the university said, “We were able to work closely together to ensure that expectations were being exceeded every step of the way and that problems were proactively avoided.”

With these solutions in place, the university not only enhanced its operational efficiency but also transformed the organization internally and externally with a holistic approach to service delivery.

THE PARTNER EXPERIENCE

Fostering a strategic, trusted long-term partnership

The university has found more than just a vendor in Ondaro — it has found a collaborative partner dedicated to shared success. After its first project with Ondaro, the university was impressed by the team’s deep understanding of ServiceNow and its strategic approach to problem-solving. “[Ondaro] is an incredible partner. This may have been the smoothest project that I’ve worked on in my 25 years in IT and higher education,” says [NAME].

Unlike traditional consultants, Ondaro’s team seamlessly integrates with the university, working as an extension of its internal teams. This unique partnership has allowed for clear communication and proactive problem-solving throughout the implementation process. The university appreciated Ondaro’s transparency and strategic foresight, which ensured that every solution was aligned with long-term goals.

The flexibility of the Ondaro Reserve support program also stands out as a beacon of ongoing improvement. By offering a blend of strategic and tactical support, Ondaro Reserve provides the university with the expertise and resources needed to address challenges and seize new opportunities.

The university’s journey with Ondaro highlights the transformative power of a strong partnership. By leveraging ServiceNow’s HRSD and CRM applications, the university has not only modernized its workflows but also positioned itself as a forward-thinking institution ready to meet the evolving needs of its stakeholders. This collaboration sets the stage for continued success, paving the way for innovative solutions that will shape the future of higher education. “Ondaro should be regarded as the leading partner for higher education,” said a project member.

Let’s Innovate Together!

Request a complimentary consultation from Ondaro

Ondaro’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.

Your journey to innovation is just a click away. Schedule your meeting with our Ondaro advisors and become part of the success story that defines your organization’s future.