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HRSD, CSM & FSM Implementation

Modernize HR, customer, and field operations on ServiceNow.

HRSD for employee journeys, CSM for omnichannel support, FSM for intelligent dispatch—implemented with measurable outcomes.

Complete ServiceNow Experience Suite

From HR Service Delivery to Customer Service and Field Service Management, we deliver integrated solutions that enhance experiences across your organization.

HR Service Delivery (HRSD)

Streamline HR processes with automated workflows, employee self-service, and case management for seamless employee experiences.

Employee Onboarding & Offboarding
HR Case Management
Knowledge Base & Self-Service
Employee Service Center

Customer Service Management (CSM)

Deliver exceptional customer experiences with omnichannel support, case management, and automated workflows.

Customer Case Management
Omnichannel Support
Customer Portal
SLA & Performance Tracking

Field Service Management (FSM)

Optimize field operations with intelligent scheduling, mobile workforce management, and real-time tracking.

Work Order Management
Intelligent Scheduling
Mobile Workforce App
Inventory & Parts Management

Experience-Driven Implementation Approach

Our proven methodology ensures seamless deployment of HRSD, CSM, and FSM modules with focus on user adoption and business value realization.

5-Phase Experience Implementation

1

Experience Design & Discovery

Map current user journeys, identify pain points, and design optimal experiences for employees, customers, and field workers.

2

Platform Configuration

Configure ServiceNow modules with custom workflows, portals, and integrations tailored to your specific requirements.

3

Integration & Testing

Seamless integration with existing systems and comprehensive testing to ensure quality and performance.

4

User Enablement

Comprehensive training programs and change management to ensure successful user adoption across all modules.

5

Launch & Optimization

Phased rollout with continuous monitoring, feedback collection, and optimization for maximum business impact.

Live Implementation Status

HRSD Portal Design
Complete
CSM Configuration
In Progress
FSM Mobile App
Testing
Integration Testing
Scheduled
Milestone Update

Employee portal UAT completed successfully. Customer service workflows ready for testing phase.

Implementation Progress 68%

Transform Experiences, Drive Results

Our ServiceNow implementations deliver measurable improvements in employee satisfaction, customer experience, and operational efficiency.

Employee Experience

Enhanced HR service delivery with self-service capabilities and streamlined processes.

  • • 75% reduction in HR case resolution time
  • • 90% employee self-service adoption
  • • 40% improvement in onboarding efficiency

Customer Satisfaction

Exceptional customer service through omnichannel support and proactive engagement.

  • • 35% increase in customer satisfaction scores
  • • 50% faster case resolution times
  • • 60% improvement in first-contact resolution

Field Operations

Optimized field service delivery with intelligent scheduling and mobile capabilities.

  • • 25% increase in technician productivity
  • • 30% reduction in travel time
  • • 20% improvement in first-time fix rates

Experience Impact Dashboard

Service Delivery Metrics

Employee NPS Score +67
Customer CSAT 4.8/5
Field Service SLA 96%

Efficiency Gains

Process Automation +85%
Self-Service Adoption +70%
Mobile Productivity +45%

3-Year Value Realization

Year 1 - Foundation
Platform deployment & adoption
$850K
Year 2 - Optimization
Process refinement & expansion
$1.4M
Year 3 - Innovation
AI integration & advanced features
$2.1M
Total Value $4.35M
ROI 420%

Discover how we help businesses achieve their goals

Transform Your Service Delivery

Partner with Vriba to implement comprehensive ServiceNow HRSD, CSM, and FSM solutions that enhance experiences across all touchpoints.