In today’s fast-paced business environment, efficient HR processes are crucial for organizational success. A mid-sized company in the document processing industry faced significant challenges in managing their HR workflows. Their existing tools were scattered, leading to inefficiencies and errors and requests that slipped between the cracks. This case study explores how they transformed their HR service management by implementing Jira Service Management, achieving remarkable results.

The Problem

The company’s HR processes were fragmented across multiple tools and they relied heavily on manual forms and email communication. This disjointed approach led to several issues: onboarding processes were inconsistent, approvals were often bypassed, and budget constraints were not always adhered to. This lead to many surprises where teams had hired people without the HR team knowing about it until the person showed up for their first day of work. Budgets set for each team weren’t repsected and security checks were often skipped to speed up the process.

The team had looked at adopting other tools that were available within the organization, like Solarwinds Service Desk but adoption had failed due to complexity. Additionally, these existing tools were cumbersome and failed to integrate with the engineering team’s workflow which also made them poor choices for migration.

The Solution

The team wanted a robust tool that could streamline approvals, facilitate seamless communication between teams, and efficiently track asset records for new users. Jira Service Management emerged as the ideal solution, offering a consolidated, user-friendly portal that addressed all these needs. With its intuitive interface and strong self-service capabilities, JSM enabled the client to streamline how customers interact with HR processes.

The implementation journey involved moving all core HR processes to Jira Service Management, eliminating nine different forms previously used for email requests and manual processing. A comprehensive system was built to manage primary HR functions such as onboarding, offboarding, new role approvals, and role changes. These processes were setup as request types that included automated routing and notifications, handling all of the approvals within JSM. This allowed the team to quickly see where a request was at in the workflow and ensure that all steps were properly followed and repeatable. Complex business logic was handled by automations which evaluated each request and routed them to appropriate teams and workflows, reducing reliance on users to remember every step.

Quantifiable Results

The results of this implementation were immediate. This transition was completed with 100% adoption within two months, ensuring no requests slipped through the cracks or required manual handling. The company achieved a perfect 5/5 customer satisfaction score for users interacting with the new system. The streamlined processes and enhanced communication led to significant improvements in operational efficiency. Teams are now more confident that they are following their headcount budgets and that contractor renewals won’t catch them by surprise. HR finally has the visibility to do their jobs without feeling like they are herding cats.

Conclusion

This journey with Jira Service Management exemplifies how a well-implemented tool can transform HR service management. By consolidating disparate processes into a single, efficient system, the company not only resolved existing challenges but also set a new standard for operational excellence. Having the right tools can be pivotal in driving organizational success. As HR service management continues to evolve, Stalworx remains a trusted partner in helping organizations choose the right tools for the right jobs. Find out how we can help your organization.