Many brands, one employee experience
KPMG helped a US retail grocer consolidate investments in ServiceNow with new functionality for HR, IT and field support.
Many brands, one employee experience
KPMG helped a US retail grocer consolidate investments in ServiceNow with new functionality for HR, IT and field support.
Client
A national U.S. grocery retailer
Sector
Consumer goods
Project
Employee service delivery enabled by ServiceNow
This national U.S. grocery retailer’s impressive portfolio includes some of the country’s most established and best known supermarkets, along with some of the most innovative and successful online grocers. More than 200,000 associates serve millions of customers each week in more than 2,000 stores and distribution centers across 20 states.
The company’s financial achievement rests on the economies of scale and enterprise-wide efficiencies demonstrated by its shared-services unit, which provides back-office support to all of its retail outlets. The company asked KPMG to take this shared-services approach further, turning its vision of a single, consistent employee experience across all of its brands and locations into operational reality.
This company is now able to deliver a consistent, consumer-grade self-service experience to 200,000 employees, regardless of subsidiary, via a new enterprise portal and mobile applications.
As part of an extended shared-services transformation, KPMG combined customer and user experience insight with our client’s existing investment in ServiceNow’s cloud technology, and modern delivery approaches to provide improved HR, IT, Supply Chain, and field services support to employees and vendors. KPMG:
1
2
3
4
This $40 billion national grocery retailer has strengthened its shared-services operational backbone, further positioning its scale-driven business model for success. Specific benefits include:
1
2
3
4
5
We understand how to bring advanced customer and user experience into the workplace
Industry leaders understand that employee expectations for self-service ease and functionality are conditioned by their experiences as consumers outside the workplace. We bring a consumer-informed, end-user focus to process- and technology-change assignments.
Clients want advisers with deep understanding of their chosen technology partners
KPMG draws on a strong global alliance with ServiceNow, built upon hundreds of engagements in every sector and business function. We are accepted as one of the top ServiceNow providers, recognized specifically for our “ability to execute,” “innovation capability,” and “voice of the customer” work.
Leading enterprises welcome opportunities to model modern IT delivery
The successful execution of this complex project using methods such as product portfolio management, low-code development, and agile workshopping and sprints was an important victory, demonstrating the company’s ability to move flexibly and quickly, and setting internal precedents for additional use cases across the enterprise.