Case Study
UST’s Workday and ServiceNow integration—boosts productivity, cuts onboarding time by up to 50% at global professional services firm
OUR CLIENT
Our client is a global leader in professional services and software solutions for the healthcare, tax and accounting, financial compliance, legal, regulatory, corporate performance, and ESG sectors. The company serves customers in over 180 countries. It helps professionals make critical decisions by delivering expert solutions that blend deep domain knowledge with advanced technology and services, driving productivity and improving outcomes.
THE CHALLENGE
Inefficient onboarding processes and lack of integration hinder new employee productivity
The company struggled with its employee onboarding process due to the lack of integration between Workday, its global HR management tool, and ServiceNow, its IT service management (ITSM) tool. Without automated user provisioning, information for future hires had to be manually transferred, extending onboarding cycles to 12 to 14 days. This delay hindered day-1 employee productivity and caused management frustration.
In an industry where prompt user onboarding is essential, these inefficiencies affected business operations. It became clear that streamlining the onboarding process and enhancing the user experience (UX) were critical, leading this professional services firm to seek a solution to automate Workday and ServiceNow onboarding with a seamless integration of the two applications.
THE TRANSFORMATION
Workday and ServiceNow integration automated onboarding/offboarding for improved efficiency
UST provided the client with a comprehensive solution for automating user onboarding and offboarding by seamlessly integrating Workday with ServiceNow. This integration ensured the smooth synchronization of user and future hire data. The solution featured a configured onboarding service catalog that auto-populated future hire information, simplifying request submissions. Automated user provisioning enabled efficient routing of approvals to the proper internal teams based on organizational data from Workday. Additionally, the automation extended to managing requests for Active Directory, device provisioning, workspaces, and application access.
UST's cloud-based solution for user onboarding used platforms, such as Workday, ServiceNow, IBM Integration Bus (IIB), and Azure DevOps, to accelerate the onboarding process. The integration was completed in just three weeks, significantly improving efficiencies. This rapid deployment enhanced employee productivity and increased user adoption. It equipped the client with advanced capabilities to streamline and automate onboarding and offboarding processes efficiently and improve overall HR operations.
THE IMPACT
Delivered faster onboarding and offboarding, increased adoption, and streamlined processes
UST enabled the client to significantly enhance its onboarding and offboarding processes, leading to the following notable improvements:
- Reduced onboarding time by up to 50%—driven by the Workday-ServiceNow integration, portal upgrades, and workflow automations, accelerating employee productivity and optimizing resource allocation
- Achieved day-3 productivity for new hires—advancing towards day-1 productivity goals and enhancing overall operational efficiency
- Increased user adoption for onboarding—boosting engagement with streamlined onboarding and offboarding requests
- Automated entire user offboarding with a single request in ServiceNow—simplifying the process and ensuring compliance with audit requirements
Discover how to automate Workday user onboarding and offboarding with ServiceNow and accelerate new employee productivity. Visit UST's Workday Services to explore our tailored solutions and start transforming your onboarding processes today.
RESOURCES
https://www.ust.com/en/insights/planning-year-end-compensation-through-workday
https://www.ust.com/en/insights/what-is-intelligent-process-automation