Case Study: Experian modernises the employee experience and cuts incident handling time by 50% with ServiceNow

Experian modernises and transforms the employee experience with ServiceNow

Experian, the global information services company, faced fragmented, costly IT operations after rapid growth and acquisitions left it running multiple legacy service-management systems. With a three-year global IT transformation to standardise IT and “consumerise” the employee experience, Experian needed to replace a slow, inflexible service desk and unify disparate processes across the business.

Experian implemented ServiceNow IT Service Management and HR Service Delivery (with Ernst & Young support) to create a single platform for incident, problem, change and knowledge management plus an employee portal and HR case handling, integrated with Salesforce. Within 12 weeks some 3,000 employees were onboarded (12,000 have interacted globally), approvals that took minutes now happen in seconds, incident logging time fell by over 50%, and automation plus consolidated, high-quality data delivered productivity gains and more proactive, customer-focused service.

Experian

Jonathan Hayes

VP Global IT Service Excellence, Experian IT Services