Case Study: Magellan Health achieves dramatically improved HR service delivery with ServiceNow Employee Service Center

Magellan Health Deploys an Employee Service Center to Greatly Improve HR Service Delivery

Magellan Health, a national healthcare management and pharmacy benefits company with about 10,700 employees, faced an overloaded HR shared-services call center that delivered slow, metric-poor service and poor employee experience—out of step with the company’s consumer-focused technology ethos. HR wanted to reduce dependence on the call center, empower employees to self-serve, and modernize service delivery while improving morale and measurability.

In a 12-week transformation with ServiceNow, Magellan launched VERN (Virtual Employee Resource Network), a search-driven knowledge hub plus case escalation workflow, backed by an eight-week communications campaign and HR content library. In its first year VERN handled 225,000+ inquiries (150,000 searches in three months), deflected roughly 70% of potential cases, closed most escalations within hours, freed HR for higher-value work, and boosted HR team morale.

Magellan Health

Pat Tourigny

SVP of Human Resources Shared Services