When does employee experience matter? Job to be done Deliver a five-star employee service experience in the moments that matter Solutions to do it - ServiceNow ® HR Service Delivery - ServiceNow ® Mobile - S ervic eNo w ® IT Service Management What we did Created a single, easily accessible portal that employees can access anytime, anywhere, and get help with requests across both HR and IT Achieving 90% case deflection Just 16 agents take care of 50,000 employees across 24 states Now 97% of cases completed below five-day SLA A little background Sanford Health aims to deliver a five-star service delivery experience for its employees in the moments that matter. However, with 50,000 employees spread across 24 states, and acquisitions of other healthcare organizations,

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