Company
ANSR is a leading enabler of global capability centers, helping the world’s top organizations establish, operate, and scale high-performing teams in India. In partnership with the Government of India, ANSR plays a critical role in driving business transformation through global talent, innovation, and operational excellence. With large-scale operations and diverse service needs, seamless internal service delivery is essential to maintaining efficiency and employee satisfaction.
Challenges
Too Many Systems, No Single View
Too Many Systems, No Single View ANSR relied on fragmented and manual systems to manage internal service requests, leading to inefficiencies and poor user experience. Key challenges included:
- Disjointed IT Support Processes:
Incidents and service requests were raised through emails and calls, making tracking, prioritization, and resolution inconsistent. - Inefficient HR Service Management:
HR queries were handled through a legacy system that lacked flexibility, usability, and essential capabilities. - Manual Workplace Operations:
Requests such as room bookings, visitor management, and maintenance were handled manually, causing delays and coordination gaps. - Limited Visibility & Transparency:
Employees had little to no visibility into request status, impacting trust and satisfaction. - Lack of Automation & Standardization:
Heavy reliance on manual processes led to operational inefficiencies and inconsistent service delivery.
Goal
To implement a unified, scalable service platform that centralizes IT, HR, and workplace services, enables self-service, improves visibility, and reduces manual effort, while enhancing overall employee experience.
ANSR partnered with Aelum to replace fragmented, manual service processes with a unified, self-service platform bringing speed, transparency, and efficiency across IT, HR, and workplace services.
What Solution we provide
One Platform for IT, HR, and Workplace Services
Aelum implemented a comprehensive ServiceNow-based solution to streamline and digitize enterprise service delivery:
- Centralized Service Portal: Established a unified platform for employees to raise and track requests across IT, HR, and workplace services.
- IT Service Management (ITSM): Enabled structured incident management and a service catalog to standardize IT request handling and improve resolution efficiency.
- HR Service Delivery (HRSD): Digitized HR services including onboarding, payroll, and benefits, providing a seamless employee experience through a single interface.
- Workplace Service Delivery (WSD): Automated workplace operations such as room reservations, visitor passes, and maintenance requests.
- Automation & Self-Service Enablement: Reduced dependency on manual intervention by empowering users with self-service capabilities and automated workflows.
ServiceNow Tech Stack Used For:
ServiceNow IT Service Management (ITSM), HR Service Delivery (HRSD), Workplace Service Delivery (WSD), Service Portal, Workflow Automation, Request Management, Reporting & Dashboards
Outcomes
Following the implementation, ANSR achieved meaningful improvements in service delivery, user experience, and operational efficiency:
Enhanced Employee Experience: A modern, intuitive interface made it easier for employees to raise, track, and manage requests, improving overall satisfaction.
Streamlined Service Delivery: Standardized workflows across IT, HR, and workplace services ensured consistent and efficient handling of requests.
Increased Operational Efficiency: Automation and self-service capabilities reduced dependency on manual processes, allowing support teams to focus on higher-value tasks.
Improved Visibility & Transparency: Real-time tracking and centralized request management provided better visibility into service status and performance.
Stronger Cross-Functional Collaboration: A unified platform enabled seamless coordination between IT, HR, and workplace teams.
Better Governance & Control: Centralized data and structured processes improved reporting, accountability, and decision-making across the organization.
Impact
Faster Resolution
Improved Employee Satisfaction
Reduced Operational Costs
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