CASE STUDY

Tier-1 Telco: HRSD for Field-Workforce Operations Across 14,000 Engineers

A tier-1 telco rolled out HRSD for 14,000 field engineers with mobile-first UX. Field-engineer NPS on HR services up 38 points.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Telecom
Topics: HRSD · Servicenow
Published: May 2026
Headline outcome: +38 Field-engineer NPS on HR services:…

Measured outcomes

What this programme actually delivered.

+38

Field-engineer NPS on HR services: +38 points

HR-related field-engineer ticket volume: up 4× (engaged use, not problem)

67%

HR-issue resolution: down 67% for field cases

91%

Mobile adoption: 91%

The challenge

A tier-1 telco’s 14,000 field engineers (network installation, maintenance, repair) had limited access to HR services through corporate systems. Mobile-first design was non-existent in their HR tooling.

What we built

HRSD with mobile-first UX optimized for field engineers — quick-actions, voice-driven inputs, offline-capable. Role-aware service catalog focused on the 12 services field engineers actually use.

Outcomes

Field-engineer NPS on HR services: +38 points
HR-related field-engineer ticket volume: up 4× (engaged use, not problem)
HR-issue resolution: down 67% for field cases
Mobile adoption: 91%

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Tier-1 Telco: HRSD for Field-Workforce Operations Across 14,000 Engineers

What this programme actually delivered.

The challenge

What we built

Outcomes

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