Case Study: H&R Block Canada achieves faster service delivery and streamlined operations with ServiceNow

H&R Block Canada Streamlines Operations and Enhances Customer Service

H&R Block Canada, a leading tax-preparation firm serving millions of Canadians for more than 50 years, faced operational bottlenecks that hurt client service: local tax professionals spent up to 10 minutes hunting for support contacts during client meetings, and seasonal ramp-up/close-down of 800+ stores generated tens of thousands of manual tasks that caused delayed openings and customer impact. The company looked to ServiceNow to streamline IT and field operations and improve frontline and customer service delivery.

Using ServiceNow, H&R Block implemented the Block Signal ticketing system for instant routing of support requests, a GREAT scorecard that aggregates KPIs from 840+ stores, and a mobile Field Office Readiness Dashboard tracking 22 milestones per location. Results include typical support responses within 10 minutes, a 12-point increase in Net Promoter Score, 97% of stores opening on time in the first year, and rapid expansion of ServiceNow use across other lines of business — all achieved with roughly 1.5 full-time technical resources.

H&R Block Canada

Darrel Popowich

Vice President of Information Technology