Case Study: Hamburg Süd achieves faster, fully digitized HR service processes with USU Enterprise Service Management

Hamburg Südamerikanische Dampfschifffahrts-Gesellschaft A/S & Co KG

Hamburg Südamerikanische Dampfschifffahrts-Gesellschaft A/S & Co KG, a logistics and shipping company, wanted to advance digital service processes across IT, HR, and other departments while meeting strict requirements around privacy, workers council approvals, and internal change management. The company worked with USU Solutions and its USU Enterprise Service Management platform to extend its existing IT service management environment into a broader enterprise service model.

USU Solutions helped Hamburg Süd design and launch a digital HR service catalog, starting with the “Mobile Workplace” service for remote work and later expanding to additional HR and facility management use cases. The solution enabled a smooth transition to home office during the pandemic, improved employee satisfaction, and reduced inquiries by 50–60% overall, with up to 80% fewer HR inquiries reported and 90% of 800+ employees using the HR service. It also helped Hamburg Süd achieve a 99.9% IT compliance rate for remote workers and establish IT as a driver of service-oriented cultural change.

Hamburg Südamerikanische

José Silva

Manager for IT Enterprise Service Management