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HR / Shared Services verified Verified Outcome TRL 9

Global HR Shared Services Optimization

domain Client: A major European telecommunications company handshake Provider: Celonis schedule Deploy: Q3 2019 (Project)
88 Impact
Enterprise Ready
Evidence Score: 4/10
Strength: Medium

Executive Summary

ANALYST: COI RESEARCH

Managing HR requests for 200,000+ employees, the shared service center struggled with ticket backlogs. Process mining was applied to the 'Hire-to-Retire' and 'Ticket-to-Resolution' flows. The analysis revealed that simple queries (e.g., 'Change Address') bounced between multiple agents due to unclear routing rules, leading to high wait times.

rate_review Analyst Verdict

"Applying process science to the employee experience. HR processes are often neglected compared to Finance. Optimizing these flows reduces the administrative burden on every employee, improving morale and freeing up HR to focus on talent strategy."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

HR Service Desk was overloaded. KPIs showed high 'First Contact Resolution' failure rates. Employees complained about slow turnaround for basic admin tasks. No visibility into why tickets were ping-ponging between departments.

psychology The Solution

Connected process mining to the ITSM/HRIS system (ServiceNow/SAP HR). Visualized the 'Ticket Journey'. Identified that 40% of tickets were mis-routed at intake. Implemented a smarter self-service portal and adjusted routing logic.

settings_suggest Technical & Deployment Specs

Integrations
ServiceNow, SAP HCM
Deployment Model
On-Prem / Private Cloud
Data Classification
HR / PII
Estimated TCO / ROI
Medium
POC Summary (2018-01-01 to 2019-01-01)

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Employee Privacy Critical Strict anonymization of employee IDs; focus on process metadata only.
Works Council High Approval required to ensure tool is not used for individual performance monitoring.

trending_up Impact Trajectory

Audited value realization curve

Analysis of >1 million HR tickets Verified Outcome
Primary KPIReduction in ticket 'ping-pong' rate
Audit Cycle20% improvement in cycle time

policy Compliance & Gov

  • Standards: GDPR (Employee Data)
  • Maturity (TRL): 9
  • Evidence Score: 4/10
  • Data Class: HR / PII

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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The "Blind Verification" Protocol

How we verified these outcomes for A major European telecommunications company without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-947
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-947

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