Hudson is a global talent solutions company with expertise in leadership and specialised recruitment, contracting solutions, recruitment process outsourcing and talent management.
“Hudson chose to work with DXC because we saw them as a trusted partner, having brought ServiceNow to Australia originally. As a known partner with extensive knowledge, it made sense to partner with DXC.”
Brett Reedman IT Director, Asia-Pacific, Hudson
Challenge
Hudson has a centralised Customer Experience Team (CET) that engages with clients and temporary staff and contractors to effectively manage their lifecycle (on-boarding and off-boarding), timesheet management and front-line support on issue resolution. The team was using an ageing service management system that would constantly fail and had limited functionality.
Brett Reedman, IT director, Asia-Pacific, Hudson, said, “There was a burning need to replace this system because it simply wasn’t fit for purpose any longer. If we didn’t make it a priority, the system would eventually fail, which would potentially damage the brand and cause loss of revenue. The CET needed a system it could rely on.”
Hudson also planned to insource its IT function, which had previously been outsourced.
Reedman said, “The outsourced model no longer suited our business and culture. For example, Hudson has a lot of in-house designed applications, which are difficult for an outsourced partner to fully understand without being entrenched in the organisation.
“The IT team would be more agile and provide a better quality of service, as well as achieving financial savings, by insourcing. It would have been impossible to insource the IT function without an improved service management system.”
Solution
Hudson considered a number of options and chose ServiceNow to be implemented by DXC’s practice for ServiceNow.
Reedman said, “It was important to find a system that could strategically expand in our business from a corporate perspective. ServiceNow is known as an industry leader when it comes to the toolset. The product is innovative and developing, which was important for us. It is easy and fast to implement out of the box with a partner like DXC, which was attractive to Hudson because we wanted to minimise disruption and downtime. And, finally, it’s not a difficult system to learn while still offering plenty of flexibility to make changes without affecting the core system functionality. All of this meant it was the right choice for both the CET and the IT insourcing project.
“Hudson chose to work with DXC because we saw them as a trusted partner, having brought ServiceNow to Australia originally. As a known partner with extensive knowledge, it made sense to partner with them.”
Working with DXC, it took less than 3 months to implement ServiceNow for the CET with no noticeable downtime.
“Often IT is seen as a black hole where people request things and don’t hear back. ServiceNow lets us communicate clearly with users, setting expectations and reducing people’s reliance on IT support.“
Brett Reedman IT Director, Asia-Pacific, Hudson
Reedman said, “No one in the business noticed any downtime, and the only difference was the system’s vastly improved performance and capability. The IT implementation was similarly fast and simple.
“At one point in the project both teams lost a key resource, but DXC immediately filled the gap and there was no impact on the timeline.”