We were engaged by a major American regional retailer. Known for creating the "one-stop shopping" supercenter concept, the company operates over 500 stores, including supercenters, grocery stores, and neighborhood markets, primarily across the Midwest.
As a large, multi-site organization with a distributed workforce, the company’s HR organization is responsible for delivering consistent, accurate, and compliant services while maintaining a positive employee experience at scale.
As the organization continues to grow, HR leaders recognize the need to modernize service delivery to better support employees, managers, and HR administrators alike.
Challenge
Over time, the organization’s HR environment had expanded across numerous disconnected tools and entry points. Employees were required to navigate multiple platforms, forms, inboxes, and systems to find information or request help.
This fragmentation created delays, inconsistent answers, and frustration for employees. HR leaders and administrators were frequently pulled into repetitive, low-value inquiries, limiting their ability to focus on strategic work. In some cases, information gaps introduced risk around accuracy, compliance, and confidentiality.
The fundamental challenge was clear: How do you give employees direct, timely access to the right HR information while enabling HR teams to operate efficiently and consistently at enterprise scale?
The organization set out to create a single, personalized HR front door that would unify access to knowledge, services, and support. The future-state vision included:
- One centralized entry point for HR questions and requests
- Real-time answers through self-service and conversational support
- Structured case management for sensitive and complex HR matters
- A governed HR knowledge ecosystem that remains accurate and relevant
- Seamless integration with the organization’s system of record for employee data
To achieve this vision, the organization partnered with CoreX to design and implement a scalable ServiceNow HR Service Delivery solution aligned to both operational needs and long-term transformation goals.
Solution
CoreX partnered with the organization to deliver a comprehensive ServiceNow Human Resources Service Delivery (HRSD) implementation focused on unification, automation, and sustainability.
The engagement followed a phased, workshop-driven approach to ensure alignment across HR stakeholders, business leaders, and technical teams before configuration began. Key components of the solution included:
Employee Service Center
A branded, role-aware portal designed as the single front door for HR services, knowledge, and requests. Employees can search for answers, submit requests, track status, and access relevant information through a consistent experience.
HR Case Management
Configuration of multiple HR service areas to support a wide range of employee needs, from general HR inquiries to more complex and sensitive matters. Services were structured by complexity, with defined workflows, templates, SLAs, and notifications to promote consistency and accountability.
Knowledge Management
Centralized HR knowledge bases supporting both employee-facing and internal HR content. Knowledge governance included standardized categories, publishing and retirement workflows, access controls, and feedback mechanisms to support continuous improvement.
Virtual Agent for HR
Deployment of ServiceNow Virtual Agent to automate common HR inquiries and guide employees to the right information or service. Both out-of-the-box and tailored conversational topics were configured to reflect the organization’s language and processes.
Agent Workspace
An optimized workspace for HR agents to manage cases, interactions, and tasks within a single interface, improving visibility and reducing context switching.
HR System Integration
Integration with the organization’s HR system of record to establish a trusted source for employee profile data and ensure consistency across platforms.
Mobile Enablement
Configuration of mobile experiences to support both employees and HR agents, enabling access to HR services, approvals, and work items from anywhere.
CoreX applied a hybrid Waterfall and Agile delivery model grounded in structured workshops, documented requirements, and controlled configuration. This approach reduced risk, accelerated time to value, and ensured alignment between scope, expectations, and outcomes.
Training and knowledge transfer were embedded throughout the engagement, enabling internal teams to support, maintain, and evolve the platform after go-live.
While the engagement focused on establishing a strong foundation, the solution was designed to drive meaningful operational improvements, including:
Summary
With ServiceNow HRSD established as the system of action for HR services, the organization is positioned to continue expanding automation, analytics, and employee experience capabilities over time.
The foundation created through this engagement enables HR teams to move from reactive support to proactive, experience-driven service delivery, while maintaining the governance and security required at enterprise scale.
