How We Centralized
Global HR Services
in FMCG industry
What was
the goal?
Key details
FMCG
Beauty & personal care
Global
Global beauty brand
Our client is a global beauty and consumer brand operating across multiple regions and markets. With a diverse workforce and international footprint, the organization required a modern and scalable HR service model to support its global operations.
What was the challenge?
HR processes were largely manual and email-based, creating inefficiencies and limiting operational visibility. There was no centralized system for case management or knowledge sharing, resulting in inconsistent employee experiences across regions.
The organization needed a unified platform to centralize HR communication, streamline workflows, and establish transparency in service delivery.
How did we help?
SPOC supported the digital transformation of HR services through a structured ServiceNow implementation:
- HRSD & ITSM Implementation
Deployed ServiceNow HR Service Delivery and IT Service Management to centralize request handling and case routing.
- Employee Center Launch
Introduced a global employee portal to unify HR communication and provide a mobile-friendly self-service experience.
- Global Case Management & Automation
Delivered an MVP for HR case management, implemented key automations, and enabled reporting to improve efficiency and control.
- Business Value Enablement
Conducted Business Value Assessment workshops and HR demos to align stakeholders and maximize adoption.
What were the results?
The objective was to establish a modern, scalable People Services function built on automation, transparency, and employee-centric design. By consolidating HR services onto a single platform, the organization aimed to improve responsiveness, enhance user satisfaction, and create a foundation for continuous digital innovation.
What was the impact?
The implementation delivered tangible improvements across HR operations:
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