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CASE STUDY

CHRO Outcome — Employee Experience Transformation Across 92 Countries

A Big-4 professional services firm rolled out a unified employee portal across 92 countries, replacing 27 regional HR intranets.

May 9, 2026 · 2 min read · By admin
At a glance
+18 KEY METRIC
Industry
Professional Services
Topics
employee-experience · HRSD · Servicenow
Published
May 2026
Headline outcome
+18 EX score (eNPS) +18 points…

Measured outcomes

What this programme actually delivered.

+18

EX score (eNPS) +18 points in year 1

45%

HR ticket volume down 45% (deflected to portal/VA)

27

27 regional intranets retired

60%

Cross-border transfer cycle time down 60%

The challenge

A Big-4 firm had 27 regional HR intranets, each in local language with local policies. New joiners couldn’t find policy documents. Cross-border transfers required manual coordination. The CHRO’s annual EX score was flat.

What we built

One ServiceNow-powered Employee Center. 92-country localization (40 languages, regional policy variants). HRSD case management replaced regional ticketing. Now Assist Virtual Agent handles routine HR queries (pay stubs, leave balance, policy lookup) in local language.

Outcomes

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