Case Study: American Express Global Business Travel achieves automated onboarding, 90% fewer emails and $500K annual savings with ServiceNow

AMEX GBT integrates employee onboarding across HR, IT, and facilities with ServiceNow

American Express Global Business Travel (AMEX GBT), a global travel services firm with 12,000 employees, needed to improve hiring and retention by delivering a better employee experience. Onboarding was manual and email-driven across HR, IT, and facilities, creating heavy workload, little visibility for new hires and hiring leaders, and unsustainable processes.

AMEX GBT deployed ServiceNow Enterprise Onboarding and Transitions—leveraging existing ITSM and integrating with Workday—to automate preboarding, equipment orders, and cross-functional workflows. Rolled out across 26 countries in five weeks, the unified portal cut onboarding email traffic by 90% (about 300,000 emails/year), saved $500K and 18,000 hours annually, reduced equipment ordering to a three-minute order guide, and delivered much greater visibility and productivity.

American Express Global Business Travel

Daniel Komar

Service Delivery Analyst