Challenges
The client supports multiple nonprofit agencies with essential services such as HR, travel, finance, and procurement. Managing these functions through fragmented systems created inefficiencies and data silos. The client needed a unified, streamlined system of engagement that could connect 131 countries and over 45,000 users.
Our Approach: Building a Centralized and Connected Service Model
- Established a Shared Services Center Framework: NPSM developed a centralized service delivery model using the ServiceNow platform to unify HR, IT, and administrative services across all the offices of the client.
- Implemented ServiceNow Modules and NPSM Applications: We configured and integrated ServiceNow ITSM, HRSD, and SPM modules with ADVANCE’s NPSM Solution to create a connected ecosystem for allservice functions.
- Designed Standardized Global Workflows: Our team built and aligned service workflows that could be consistently used across 131 countries, ensuring operational harmony and ease of adoption.
- Migrated Manual Processes to Digital Platforms: Paper-based forms and requests were converted into digital formats within ServiceNow, allowing for automated routing, faster approvals, and better tracking.
- Developed a Unified Service Portal: We created a single-entry portal for staff to access HR, IT, and support services, improving accessibility and simplifying the user journey
Outcomes
- Unified service entry point for 45,000+ users across 131 countries.
- Reduced manual paperwork through digital transformation.
- Standardized global processes across multiple nonprofit agencies.
- Enhanced operational efficiency and user satisfaction.
Client Testimonial
“We would like to extend our heartfelt congratulations to the Advance Solutions team, each one of you who contributed to these milestones. Your efforts have been well noted and appreciated, and I am grateful for your unwavering commitment to making these projects a success.”Customer Satisfaction Score: