Case Study: Magellan Health achieves 75% self-service resolution and 40% reduction in HR caseload with ServiceNow HR Service Delivery

ServiceNow helps Magellan Health create a workplace of the future by redefining the employee experience

Magellan Health, a Scottsdale-based healthcare company with about 10,700 employees, needed to attract and retain talent by delivering a superior, consumer-like HR experience. Facing an antiquated HR call center and the challenge of making benefits, leave, and payroll information easy to find, Magellan set out to create a modern, self-directed HR service that aligned with its vision and values.

Using ServiceNow HR Service Delivery, Magellan launched VERN (Virtual Employee Resource Network), a mobile-friendly self-service portal with powerful search and case tracking. Since launch VERN has handled roughly 225,000 inquiries, with 75% resolved through site content, a 40% reduction in HR caseload, and a 75% cut in time-to-resolution—freeing HR to focus on recruitment and strategic initiatives.

Magellan Health

Pat Tourigny

SVP of Human Resources Shared Services