IT Operations Automation
Loxam needed an integrated employee-service and IT service management environment that could replace siloed systems across multiple countries, speed up support responses, and simplify HR and IT processes for staff.
Reported impact
Loxam created a single employee-service portal for eight countries, reduced key process times from weeks to 72 hours, simplified HR and IT support workflows, and cut application redesign costs while giving staff a more consistent multilingual support experience.
Loxam standardized employee support on ServiceNow IT Service Management to replace siloed country-specific tools with one multilingual portal spanning eight countries. The ITSM portal became the front door for incidents, employee requests, HR content, and lifecycle workflows such as onboarding, offboarding, and transfers, so staff no longer navigate separate systems. Performance Analytics gives the central support organization incident traceability and KPI measurement, while Dynamic Translation lets employees submit and receive support in their own language. Virtual Agent adds natural-language guidance so users can resolve or route issues through automated conversational flows instead of waiting on manual handoffs. The same platform now coordinates IT and broader business workflows, turning ServiceNow into a one-stop employee-service layer that accelerates resolution and lowers the cost of redesigning supporting applications.
Employees enter the ITSM portal for incidents, HR content, onboarding, offboarding, transfers, and other business requests. Dynamic Translation localizes those interactions, Virtual Agent guides the user through automated conversational steps, and the resulting cases flow through centralized support workflows while Performance Analytics tracks traceability and KPI performance across countries.
"Key processes that once took weeks can now be completed in just 72 hours, and Loxam has been able to cut its app redesign budget by 300%."
"The Dynamic Translation capability allows users across multiple countries to communicate easily and receive support in their mother tongue, while the Virtual Agent guides them through the process using natural language."
"The ITSM portal now provides a single point of access for staff across eight countries, replacing siloed systems and slow service responses."
"The ServiceNow platform provides a simplified digitized experience for employees. It's a one-stop-shop for HR content and helps us simplify processes."
"The result is a platform that can not only manage incidents and employee requests, but also staff onboarding, offboarding and transfers, and IT and other business workflows."
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