Mercedes-Benz utilizing ServiceNow as HR platform

The challenge

Unifying a fragmented HR landscape

Managing 170,000 employees worldwide requires streamlined HR processes and an up-to-date HR system. Mercedes-Benz needed to consolidate more than 500 HR services into a unified platform to increase transparency, standardization, and efficiency across all locations.

Mercedes-Benz was already using ServiceNow as its primary tool for IT service management and IT operation management. Thus, utilizing ServiceNow for HR Service Delivery would be beneficial, as they could profit from the unified platform and an interface already familiar to the employees. Therefore, Mercedes-Benz decided to utilize ServiceNow as their new HR-platform.

A Unified HR Platform

Mercedes-Benz replaced its existing HR systems with a centralized ServiceNow HRSD platform, bringing together more than 500 HR services in one place. This created a single, intuitive HR gateway for all employees and increased transparency, standardization, and efficiency across the organization

Streamlined Processes & Integrations

Together with The Cloud People, Mercedes-Benz designed streamlined, efficient HR workflows — from hiring to internal transfers — and implemented new integrations connecting ServiceNow with payroll, recruiting, and archiving systems. This eliminated redundant tasks and enabled a flow-based, lifecycle-driven process across HR operations.

Empowered Employees & HR Teams

The new platform introduced self-service capabilities and a central knowledge base, helping employees find answers faster while freeing HR to focus on strategic work. With consistent, harmonized workflows and easy adaptability to policy changes, Mercedes-Benz HR can now operate more efficiently and responsively than ever before.

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The outcome

The new HR platform

Mercedes-Benz now operates a state-of-the-art HR platform on ServiceNow that supports the entire organization, freeing HR teams to focus on core responsibilities rather than administrative overhead. Key benefits include:

Enhanced Efficiency: Enabled by automating numerous HR Services through flow-based and lifecycle-driven processes.
Harmonized Processes: Streamlined and unified HR workflows for seamless collaboration across departments which cuts down inter-departmental processing times.
Enhanced Integrations: Integrated with existing payroll, finance, and employee record systems, eliminating redundant data entry and decreasing error rates while providing a single source of truth for HR data.
Improved Employee Experience: Created a more intuitive, self-service HR portal with lifecycle-based service options, reducing query reassignments, helping to increase satisfaction across HR touchpoints.
Adaptability for Policy Changes: Leveraging the platform’s agility allowed HR teams to adapt workflows to policy changes across locations within days.