ING Belgium: HR Service Delivery

HR Manager

With its iconic orange lion, the ING Group is a Dutch-based multinational banking and financial services corporation. With its headquarters in Amsterdam, their primary businesses is banking—from retail, direct, commercial, investments, wholesale to private banking—including asset management and insurance services. ING is ranked as one of the biggest banks in the world and among the top ten banks in Europe. As employer, employee satisfaction is important for ING. That’s why ING Belgium decided to invest in a tool that would help them improve their HR services.

The challenge

One of the HR Priorities of ING Belgium was to lay the HR foundation of the future, as a testimony to their Think Forward strategy. To build this foundation, ING needed to develop tools to move HR towards “extremely digital, and extremely personal”. ING Belgium required a sustainable and standard solution which allows an easy and direct connection with employees and managers. The HR Contact Center should be the single point of contact to address the large majority of the HR questions raised by the employees and managers.

The solution

We implemented a case management tool based on the ServiceNow platform to improve the HR services to their employees. This allows ING to move forward with a streamlined HR model, enforcing a single point of contact towards the employees and ensuring that all HR-related questions from employees and HR colleagues are managed via this tool. Additionally, the platform provides HR the necessary management information to constantly monitor and improve their channels. HR is now using a personalized interaction hub to send personalized messages to employees, offering them an integrated knowledge database for all HR-related topics.