ServiceNow HR Service Delivery for a 6,000-Person Financial Services Group

"Our HR team was spending 70% of their time answering the same questions over and over. Celumai gave them their time back and gave employees a service that actually works."

— Chief People Officer, Financial Services Group

HR requests — onboarding, benefits, policy queries, leavers — were handled via email to a central HR inbox. 40% of requests were lost or duplicated. Employees chased up requests an average of 3.2 times before resolution. Average resolution time was 11 business days for requests that should take 2.

We implemented ServiceNow HRSD with a self-service employee portal, knowledge base covering the 200 most common HR queries, automated workflows for high-volume processes (onboarding, leavers, policy updates), and SLA management with automatic escalation to HR business partners for complex cases.

Average HR request resolution time dropped from 11 days to 1.8 days. 64% of queries resolved via self-service without HR contact. HR team capacity for strategic work increased by 40% as transactional load dropped.

Is this familiar?

ServiceNow challenges in BFSI — what we see most often

Businesses in BFSI running ServiceNow often face the same underlying issues: data quality problems that compound over time, automation configurations that worked at launch but have not kept pace with the business, and adoption gaps that mean the CRM captures only a fraction of what it should.

The challenge is rarely the platform itself. ServiceNow is capable of handling this complexity. The challenge is the implementation — the data model decisions, the integration architecture, and the process design that determine whether the platform works for the business or against it.

Celumai specialises in ServiceNow implementations and rescues for BFSI businesses. If the issues described in this case study are familiar, the causes and solutions are likely similar.