Case Study: The Salvation Army modernizes HR services and scales operations with NewRocket and ServiceNow

The Salvation Army reduces HR processing time by 66% with NewRocket

The Salvation Army, a major nonprofit social services organization in Canada, faced significant operational challenges due to its fragmented HR workflows. Their reliance on disconnected tools like Formstack led to inefficiencies, a lack of visibility, and delays in processing over 24,000 annual requests. To modernize and scale its HR service delivery, the organization partnered with NewRocket for a solution using the ServiceNow platform.

NewRocket implemented ServiceNow HR Service Delivery (HRSD) and Employee Center, launching 21 HR case types and integrating key systems like Workday and Five9. This solution centralized resources and created trackable workflows. The results were a 66% reduction in processing time and a 160% increase in HR service capacity within just four months. The success reinforced The Salvation Army's commitment to the platform, with leadership recognizing the project as a major milestone.

The Salvation Army