Transforming Onboarding and Offboarding at a Leading Medical Technology Company

A leading global gaming company, known for its widely popular franchises and millions of active users, faced increasing challenges in managing HR and IT service requests. With thousands of employees across multiple locations, the company needed a solution to streamline workflows and improve service delivery.

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The Challenge: Managing High-Volume Requests

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With a workforce spread across multiple studios and departments, the company’s HR and IT teams were inundated with a high volume of service requests. The existing processes lacked automation, leading to delays and inefficiencies in addressing employee needs. As a result, stakeholders across the organization struggled with prolonged response times and complex request handling.

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Our Approach: Automating and Optimizing Workflows

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To tackle these challenges, we implemented a tailored HR Service Delivery (HRSD) and IT Service Management (ITSM) solution designed to:

• Automate workflows, reducing reliance on manual processes.

• Enhance request handling, improving response times and efficiency.

• Streamline communication between teams for greater visibility and accountability.

• Align configurations with existing systems while ensuring scalability.

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One of the key aspects of this implementation was working closely with stakeholders to understand their unique requirements. By customizing workflows to fit their existing structures, we ensured minimal disruption while maximizing impact.

The Results: A More Agile and Efficient Operation

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The implementation of HRSD and ITSM transformed the way service requests were handled. The company experienced:

• Faster response times to HR and IT-related inquiries.

• Reduced manual effort, allowing teams to focus on higher-value tasks.

• Improved stakeholder satisfaction, as employees received timely resolutions.

• Greater operational efficiency, with clearer processes and better communication.

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Key Takeaways: Lessons from the Implementation

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Throughout this project, we reinforced the importance of:

• Clear communication with stakeholders to ensure precise configurations.

• Flexibility in implementation, adapting to existing setups rather than forcing change.

• Automation as a game-changer, significantly improving service efficiency.

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By focusing on these elements, we successfully delivered a scalable solution that met the company’s needs while setting the foundation for continuous improvement.

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Optimizing HRSD and ITSM isn’t just about improving efficiency—it’s about empowering organizations to work smarter. Through automation, strategic customization, and close collaboration, we helped a global gaming leader enhance its service delivery and streamline operations.

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If your organization is looking to optimize HRSD and ITSM, our experts can help. Let’s discuss how we can enhance your service workflows and drive efficiency.