ServiceNow Content Case Study: Westpac

ServiceNow knowledge articles for an improved employee experience

0 %
CUSTOMER SATISFACTION RATING
0
HOURS SAVED
EVERY MONTH
0 %
OF TIME SAVED
BY EVERY USER
0 %
REDUCTION IN CALLS
TO THE SERVICE CENTRE

What we delivered

1400+ KNOWLEDGE ARTICLES

Internal communication

26+ STAKEHOLDER EDUCATION SESSIONS

Executive Alignment

45+ CONTENT BRAINSTORM SESSIONS

Employee training

11+ NEW HR POLICIES

HR Communication

270+ POLICY REVIEWS

Compliance

25+ TEAM TRAINING SESSIONS

Training & Development

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The Challenge

Westpac Group were transforming their HR content to be more accessible, user-friendly and in line with its great company culture. The existing HR policies were lengthy and hard to navigate and often left the HR service centre drowning in calls. 

 

With the introduction of ServiceNow, Westpac Group had the opportunity to create a brand new database of knowledge content that would support employees with all their HR queries. The process required the current policies to be reviewed and rewritten to be accessible within ServiceNow, while still maintaining compliance with each department and the legal team. 

Our Approach

We dove into this project with much enthusiasm! The opportunity to turn ‘bank-speak’ into something that employees could *actually* understand and engage with made our content-nerd dreams come true. 

 

We separated each stream of Westpac Group into different projects, each with its own timeline and approval requirements. Given the nature of this project, it would span over three years to ensure each division was successfully transferred into ServiceNow and no information was missed. 

 

Each stream got a separate brainstorming and stakeholder session, led by our team of project managers, writers and editors, to accomplish the tasks and ensure executive alignment.

 

Our priority was to create a seamless user experience. We achieved this by adding easy navigation links to each article and ensuring the wording was appropriate for the context. In some cases, we had to write with empathy and care. In others, we had to be direct and factual to avoid any miscommunication. 

 

We answered some of the trickiest employee questions and were proud to be part of delivering a platform where employees were able to self-service their HR needs, without having to spend time on the phone to the HR service centre or, even worse, not asking the question at all.

The Results

We were thrilled to hear the results taking shape almost immediately. Interest in the new portal was on the rise and more and more users were getting comfortable using the platform. The anonymity of the system was appealing to many employees who felt comfortable asking questions that they may not have been able to ask their manager. 

 

One of the standout achievements was the time saved for both the employee asking the question, and the staff member in the service centre. On average, the estimated time saved was approximately 35 mins per question. Given that there are approximately 20,000 questions asked per month, this has saved Westpac Group approximately 11,667 hours every month in HR service queries! 

 

Users are finding the system easy to use and our plain English approach with easy navigation links has made it much simpler for employees to find the answers they need. 

 

We’re looking forward to continuing to work alongside Westpac Group as we aim to build a strong knowledge foundation across all areas of the group.

Our work in the wild

Thank you all again for the amazing work you continue to deliver. I don’t tell you enough but you all really make me look good.

Kristy Newman

HR Service Portal Knowledge Lead, Westpac Group