Success Story - HR Case Management

Case Study: Transforming HR Case Management with a Data-Driven Approach

A mid-sized technology firm with 2,500 employees, grappled with major inefficiencies in managing HR inquiries. Delayed responses, inconsistent service, and a lack of visibility into case status caused frustration for employees and burnout for the HR team. Recognizing these challenges, the organization partnered with Pathways to implement a centralized HR Case Management platform and an HR Employee Center. In just six months, this strategic initiative brought about a measurable transformation in productivity, compliance, and employee satisfaction.

The Challenge

The company’s HR department relied on a shared email inbox and phone calls to manage employee inquiries. Without a centralized system, there was no clear tracking process, leading to delays, miscommunications, and frustration on both sides. Employees had no way to follow up on their requests, and HR had no visibility into backlog or resolution times.

Case assignment, transparency, and siloed information were all major hurdles the organization struggled with as it expanded.

Fragmented inquiries
Ineffective assignments
Limited transparency and oversight
Inconsistent process
Poor knowledge base management
Dropped or delayed cases

Employees had difficulty finding accurate HR information, leading to unnecessary case submissions and wasted time for both employees and HR agents. With no structured feedback mechanism, the knowledge base remained outdated and underutilized.

The Solutions

Pathways partnered with the enterprise to design and deploy an HR Case Management system built on ServiceNow’s HR Service Delivery platform. The first step was to introduce ServiceNow’s centralized HR portal. This would replace their fragmented emails and phone calls with a single system, allowing employees to submit and track their cases independently. This single change alone eliminated lost requests and improved visibility into case progress.

The next step was to optimize case routing with a skill-based assignment. HR specialists were categorized by expertise—whether benefits, payroll, or recruitment. Those cases are now automatically directed to the right person from the start, reducing delays and ensuring accuracy from the start.

Of course, none of this will work without employee empowerment. Staff can now find reliable, up-to-date HR information through an intuitive self-service portal. A real-time feedback system allows HR to continuously refine and improve the content, making the knowledge base a more valuable resource over time.

To ensure accountability, Pathways implemented service level agreements (SLAs) with automated notifications and escalation rules. HR teams received reminders to follow up on unresolved cases, and employees were assured of timely responses. Standardized workflows further enhanced efficiency by automating repetitive tasks like employment verification letters, freeing HR staff to focus on more complex matters.

Implementation Approach

Phase 1: Understanding the Challenges & Building a Strategy

Pathways conducted multiple workshops to pinpoint recurring pain points and service gaps. We developed a multi-phase roadmap to ensure minimal disruption and a clear transition strategy.

Phase 2: Designing and Configuring the Solution

Using the roadmap as a guide, the team configured the HR Case Management platform to align with the enterprise’s needs. Skill-based routing rules were set up to connect employees with the right HR specialists. The knowledge base was overhauled and integrated into an intuitive Employee Center to encourage self-service.

Phase 3: Driving Adoption & Overcoming Resistance

Recognizing that technology alone wouldn’t drive success, the company prioritized user adoption. Training sessions equipped HR agents and employees with the skills to navigate the new platform effectively, while early adopters served as champions to reinforce best practices.

Phase 4: Pilot Testing & Refinement

Before the full company-wide launch, Pathways worked with the organization to test the new system with the IT department. Employees and HR agents provided feedback on usability, response times, and self-service features. The platform was refined based on these insights to optimize user experience.

Phase 5: Scaling & Continuous Improvement

After deployment, leadership reviews were scheduled quarterly, leveraging real-time analytics to track performance and make data-driven improvements. This iterative approach ensured that HR processes continued to evolve in response to employee needs.

The Results

The results of the transformation were immediate and measurable. Average response times for HR inquiries dropped from three business days to just six hours, and SLA adherence improved by 95%, significantly reducing unresolved cases. Employees expressed greater confidence in HR support, with satisfaction scores rising by 30%.

“I used to wait days for simple HR inquiries. Now, most are resolved within hours. It has changed how I interact with HR.” – Employee

HR Efficiency

HR teams also saw substantial efficiency gains. By automating routine requests and implementing skill-based case routing, the department saved over ten hours per week. With fewer manual tasks consuming their time, HR professionals were able to focus on strategic initiatives that added more value to the organization.

Self-Service

Self-service adoption improved dramatically, with 60% of inquiries resolved through the enhanced knowledge base. Employees no longer had to wait for responses to simple questions, and HR staff could dedicate more time to resolving complex issues.

Data-Driven Insights

Beyond operational improvements, the introduction of real-time dashboards provided HR leadership with critical insights into workloads, case trends, and resolution rates. These data-driven insights enabled better resource planning and proactive decision-making, ensuring continuous process optimization.

Conclusion

By partnering with Pathways, this organization successfully modernized its HR case management, creating a more efficient and user-friendly service model. Pathways’ expert developers and specialists managed the end-to-end deployment, from design to integration, resulting in streamlined HR inquiries, significantly faster response times, and improved employee satisfaction.

“This transformation has completely changed how we operate as an HR team. Our ability to track cases and leverage automation significantly reduced manual effort, allowing us to focus on strategic initiatives.” – HR Executive

With a foundation built on automation, transparency, and self-service, the company has positioned its HR department as a strategic role rather than just a support function. Through continuous improvement and a commitment to innovation, they are setting a new standard for HR service delivery—one that prioritizes efficiency, accuracy, and a seamless employee experience.