Inside Scoot's HR transformation

by Nurhuda Syed21 Sep 2018

Asian-headquartered low-cost airline Scoot promises to help customers ‘escape the ordinary’. To make good on a similar pledge to its own employees, the carrier has chosen a service management platform from ServiceNow.

About 2,000 employees stand to benefit from Scoot’s decision to deploy ServiceNow as a ‘one-stop shop’ for HR Service Management.

Scoot is the low-cost arm of the Singapore Airlines Group and flies customers to locations such as the beaches of Langkawi in Malaysia, the clear waters of Boracay in the Philippines and the towering skyscrapers of Hong Kong. The airline’s network comprises 66 destinations across 18 countries and territories.

Scoot operates a lean business with a workforce primarily made up of cabin crew and pilots. As these employees are frequently in the air or at international destinations, maintaining communication and engagement with the airline can be challenging.

“Our organisation’s vision is for our team to be where our customers are, at a time of their convenience and we are determined to leverage digital innovations and technology to best connect our employees with our customers,” said Scoot’s VP Human Resources, Theresa Tan.

“A big part of this is keeping our employees informed, motivated and empowering the teams to take ownership to serve the customer. By choosing ServiceNow to create employee profiles and manage requests more efficiently and holistically, we can continue to build on staff engagement levels.

“Giving our employees mobile-first experiences to seek help from HR, helps them to do their best work every day, drives team collaboration and ownership and will help us realise benefits – attracting and retaining talented people.”

Scoot HR will use ServiceNow to track requests and set service level agreements for response times, resolution times and closure rates.

“The platform will encourage our HR teams to treat employees as customers, as well as motivating and empowering our employees to ‘own’ their work and projects,” Tan said.

The airline expects these improvements to motivate its employees to apply similarly high standards to interactions between the airline and its customers.

Scoot is implementing ServiceNow HR Management, with a unified front end providing a single access point for employees and administrators.

 

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