Transforming Legal Service Delivery at Booking.com
The Process Play, a trusted ServiceNow Partner specialising in Employee Workflow technology, stepped in to support Booking.com amidst challenges encountered during their Legal Service Delivery (LSD) implementation.
The Challenge
The Legal and Public Affairs team had been attempting to implement Legal Service Delivery to improve the management of their key processes for 18 months. Although in use, adoption & engagement was poor, some processes hadn’t been onboarded and users were feeding back that they even found some processes less efficient.
The Delivery
The first step involved a comprehensive assessment of the existing LSD implementation to identify shortcomings and areas for improvement. Leveraging their extensive experience of delivering delivering process and people-led change through ServiceNow, The Process Play devised a tailored strategy to address these issues effectively. This included capturing and refining processes, re-configuring workflows, and utilizing more of the product (legal matters) to align with Booking.com's specific needs. This also involved hands-on training and continuous support to empower Booking.com's team members with the skills and confidence needed to leverage the revamped LSD platform effectively.
The Results
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Increased engagement
Increased the number of legal requests raised by employees by 52% YoY.
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3x Increased adoption
Tripled the numbers of legal professionals using the product.
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Secure and auditable
Migrated critical Disclosure processes from freely accessible spreadsheets to a controlled, transparent solution.
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Increased visibility
Enabled department leads to get instant visibility on their critical legal processes and report in real-time. E.g. used to take 2-3 weeks to create management reports > instant
What They Said...
“The Process Play demonstrated a great depth of knowledge and excellent leadership skills in rescuing our project and driving it forward.”
Senior Legal Counsel
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