Case Study: General Mills achieves a truly global, consumer-grade HR experience with ServiceNow HR Service Delivery

General Mills - Customer Case Study

General Mills, a 150‑year‑old global consumer packaged goods company with 38,000+ employees in 100 countries, launched a three‑year HR transformation to create a consistent, consumer‑grade employee experience and give leaders better visibility into HR inquiries. The HR team needed faster decisions, standardized processes across geographies, and self‑service tools so managers and employees could get instant, reliable answers.

General Mills implemented Workday as the core HR system and ServiceNow’s HR Service Delivery (branded as the G&Me portal), with IntegRhythm as an implementation partner, using a soft launch to ensure data and cases were managed smoothly. The new solution drove rapid adoption and measurable impact: chat rose from 1–2% to ~33% of interactions, 76% of employees accessed G&Me within three months, and over 70% of HR cases were resolved at tier one.

General Mills

Lynsey Wherry

Vice President of Talent Acquisition and HR Strategy