Story
ServiceNow
KeyCorpKeyCorp Standardizes Employee Requests on ServiceNow
KeyCorp, a financials organization in the United States, uses Customer Service Management from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Capability | Employee requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for employee requests |
| Capability | Shared services stays visible to adjacent teams through Customer Service Management |
Story
Financials work at KeyCorp spans more than one site, even when headquarters sits in the United States. Employee requests was splitting across regional habits. HR, facilities, and finance ops asked for a shared way to run shared services without freezing local judgment.
ServiceNow (Customer Service Management) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. KeyCorp uses it as the system of record for employee requests, with HR, facilities, and finance ops as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
