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The ING Group Transforms HR in the Cloud with ServiceNow

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ServiceNow(R) (NYSE:NOW) , the enterprise cloud company, today announced that the ING Group, a Dutch multinational bank and financial services organization, is successfully using ServiceNow cloud-based software to transform HR service delivery to more than 25,000 Netherlands-based employees.

Previously relying on call centers and face-to-face interactions for most HR enquiries, ING turned to ServiceNow HR Service Automation to help streamline many key HR functions. ING improves its HR services in these ways:

  • Build a new fully branded HR portal for employee self-service. ING created a self-service portal where employees across The Netherlands can access a knowledge base with over 1200 articles (in Dutch and English) on topics such as health, compensation and learning. This allows employees to get answers they need on the most queried topics whenever they want.
  • Automate its case management. Using ServiceNow, ING converted its manual HR processes into automated process workflows. For example, when an employee has an enquiry on benefits and vacation or more complex requests such as sabbaticals and leaves of absence, they can log into an HR portal that routes the request to the right HR expert. This allows ING’s HR team to measure and report back on HR performance and its impact on the business.
  • Create one system of record to streamline all HR requests and services. ServiceNow software was integrated into the company’s existing HR system, helping ING consolidate its tools for HR services onto a single system of record so the organization could have a bird’s eye view of its processes and one repository of HR data for greater consistency and efficiency.

With these advances ING’s HR department has been able to significantly improve end-user satisfaction, while dramatically reducing the cost and time it takes to provide services.

“Employees increasingly expect consumerized self-service for HR,” said Marc van den Berg, Manager HR Click Netherlands. “Thanks to ServiceNow, the automation opportunities have meant that employees have much of the information they need right on their fingertips, significantly increasing employee satisfaction, and dramatically reducing the number of steps taken for information to be accessed. We see ServiceNow as a key partner in our transformation efforts.” From start to finish, the project took only three months to go live.

“By moving their HR services to the cloud with ServiceNow, ING can provide the same great service internally to its employees that they provide to customers externally,” said Kevin Tumulty, EMEA Vice President, ServiceNow. “ING is making the HR department more accessible and productive with a powerful new self-service experience that also allows it to free up HR resources to focus on delivering key business drivers,” continued Tumulty.

ServiceNow HR Service Automation streamlines and improves HR service delivery by offering a consumer-like self-service catalog to employees, enabling them to easily access pre-defined services such as benefits or employee relations items, helping increase HR and employee productivity, as well as lower operational costs and improve HR team performance.

About ServiceNow

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. Customers use our service model to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow provides service management for every department in the enterprise including IT, human resources, facilities, field service and more. We deliver a ‘lights-out, light-speed’ experience through our enterprise cloud – built to manage everything as a service. To find out how, visit

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