Case Study: Asurion achieves 86% new-hire onboarding satisfaction and rapid 2-month automation with ServiceNow

Asurion turns employee onboarding into a competitive advantage among insurers

Asurion, a Nashville-based provider of product protection and tech-help services with 17,000 employees, needed to improve hiring competitiveness by freeing recruiters from manual administrative work. Recruiters were handling end-to-end hiring and onboarding across multiple disconnected systems—requests for computers, office space, parking, etc.—making the process cumbersome, inconsistent, and reliant on tribal knowledge. The company built a shared services model but needed a standardized, automated onboarding solution to deliver a world-class experience for new hires and hiring managers.

Asurion implemented ServiceNow Enterprise Onboarding and Transitions (via the Employee Service Center), going live in two months using out-of-the-box capabilities integrated with Workday. The platform provides intuitive checklists, cross-department task routing, targeted pre- and post-hire content, chat support, and automated surveys. Results include an 86% new-hire onboarding satisfaction rating, actionable visibility into fulfillment issues, and a scalable process that will support 300–400 weekly onboardings while allowing recruiters to focus on talent acquisition.

Asurion

Bob Davis

Human Resources Director