Build something employees will actually use.
When a company of that size separates and stands on its own, everything needs to be rebuilt or reimagined: brand, systems, culture, and critically, the way employees experience HR.
The goal wasn't just to implement software. It was to give their employees — many of whom were navigating a major organizational change — a reliable, intuitive place to get HR help. That means a self-service portal that makes sense, HR cases that get routed to the right people, and a team that can actually manage the system once we hand it off.
Starting from scratch on an aggressive timeline, they needed HR Service Delivery up and running on ServiceNow. They needed it to work well. And they needed it done fast.
ServiceNow HR Service Delivery, configured end to end.
Kloves configured ServiceNow's HR Service Delivery platform end to end — building out HR profiles, case management across ten distinct HR service areas, catalog forms employees could actually navigate, and smart routing logic to make sure requests landed with the right team automatically.
Connected HR & IT experience
- HR experience connected to the client's existing IT service portal
- Employees access one front door regardless of whether the request is HR or IT
- Cases flow automatically behind the scenes to wherever they belong
Seamless case transfer
- Cases arriving through the wrong channel transfer cleanly to HR, IT, or operations
- Employees never feel the handoff — the experience remains seamless throughout
- Deliberate design, not default configuration
The implementation included HR profiles, HR case management, employee self-service, catalog forms, smart routing, Universal Request, integration with the existing IT portal, and administrator knowledge transfer.
Because a platform is only as good as the people managing it, Kloves built knowledge transfer in from day one. Their administrators didn't just receive a finished product — they understood how it was built and why, and they were ready to own it.
Delivered early. And that wasn't even the best part.
The project completed ahead of schedule. But when the client was asked what they valued most about the engagement, the answer wasn't the go-live date or the features built. It was the experience of working with Kloves.
Delivered ahead of schedule
On an aggressive, non-negotiable timeline — with a business counting on the outcome and employees waiting — the project completed early.
One front door for HR and IT
Employees now access a single, unified portal. Whether the question is an HR question or an IT question, the experience is seamless — routing happens behind the scenes.
A team that owns the platform
Administrators understood how the system was built and why from day one. They didn't receive a finished product — they received the knowledge to own and grow it.
A partnership, not just a project
"Availability! Availability feeds communication, knowledgeability, and commitment!" — the client's own words on what made the difference.
The client highlighted Kloves' availability, communication, knowledge, and commitment throughout the engagement. Combined with an early delivery and a structured knowledge transfer, the project left the client with a solution their team was ready to own.