CASE STUDY

Specialty Retailer: HRSD for 32,000-Associate Store Workforce

A specialty retailer rolled out HRSD to 32,000 store associates with mobile-first UX. Associate engagement on HR services up 6×.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Retail
Topics: HRSD · Servicenow
Published: May 2026
Headline outcome: 6 Associate engagement on HR: 6×…

Measured outcomes

What this programme actually delivered.

Associate engagement on HR: 6× pre-rollout

+38

Associate NPS on HR: +38 points

42%

Manager time on HR triage: down 42%

32,000

32,000 associates with daily HR-tooling access

The challenge

A specialty retailer’s 32,000 store associates had minimal HR-tooling access. They didn’t have email, used personal phones, and rarely sat at a desk. Their HR experience was effectively in-store posters + manager intervention.

What we built

Mobile-first HRSD UX. SSO via the retailer’s associate-app. Service catalog focused on associate priorities (scheduling, time-off, benefits, training). Manager-tier visibility.

Outcomes

Associate engagement on HR: 6× pre-rollout
Associate NPS on HR: +38 points
Manager time on HR triage: down 42%
32,000 associates with daily HR-tooling access

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Specialty Retailer: HRSD for 32,000-Associate Store Workforce

What this programme actually delivered.

The challenge

What we built

Outcomes

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