A Great Employee Experience: A Business Imperative
A great employee experience isn’t optional—it’s essential. Every interaction and HR touchpoint affects how employees feel, engage, and perform. As expectations rise and workplaces change, HR teams must deliver faster, more personalized support—at scale and without sacrificing quality.
With AI-powered tools and a unified approach to HR service delivery, organizations can create seamless, connected experiences that employees expect. At the same time, HR gains new levels of efficiency and strategic impact. This is exactly what SAP offers with its SuccessFactors Enterprise Service Management solution, introduced in the 1H 2025 SAP SuccessFactors HCM release.
Leading companies like Döhler Group, a global natural ingredients producer, have seen tangible benefits, such as:
- 33% reduction in case resolution times
- 4X increase in productivity
- 80% reduction in e-mail writing time using generative AI
Paul Wittig, head of HR Operations & Services at Döhler, describes this as a major step toward a more digital, transparent, and structured way of working.
The Future of HR Service Delivery is Now
Employee experience depends not only on major career milestones but also on everyday interactions and timely support. The HR help desk is a critical touchpoint, yet it’s often overloaded. HR reps frequently handle high volumes of diverse cases, each taking 1-3 days, leaving employees waiting and HR teams stretched thin.
This model is changing. Technology advancements are reshaping how HR service work is done. The focus is shifting from simply processing more cases faster to preventing many cases from arising altogether. AI-powered tools empower employees to find answers independently, reducing case numbers and freeing HR to focus on complex issues requiring human attention.
According to Gartner, by 2025, 70% of organizations with over 2,500 employees will have invested in an HR service management solution. Early adopters are already experiencing lower case volumes, faster resolutions, and smoother experiences for employees and HR teams.
Research from SAP SuccessFactors highlights this trend: 89% of employees said their workplace experience would improve if AI helped answer HR questions. HR leaders see self-service and AI-enabled administrative tasks as valuable, reducing repetitive work and allowing more meaningful employee conversations.
The Benefits of a Single Cloud Platform, Powered by AI
SAP SuccessFactors Enterprise Service Management offers a unified cloud platform powered by AI to rethink HR service delivery. Enhancing the employee experience is a key benefit. The AI helps search, analyze, and update knowledge bases and policy data, improving the system’s ability to answer questions before cases arise.
SAP’s AI copilot Joule provides instant answers and support through collaboration tools, rich knowledge bases, and omnichannel self-service. For example, an employee curious about parental leave can ask Joule directly within the platform. Joule provides personalized guidance based on company policies and eligibility, resolving inquiries immediately without manual effort.
If a question is complex or requires paperwork, Joule helps create and route the case to HR with all relevant details, ensuring quick, informed support. Joule is accessible across SAP platforms, not limited to HR alone.
The solution also streamlines HR operations behind the scenes. AI-driven case management, automated document handling, and intelligent knowledge updates reduce manual tasks and improve compliance.
AI powers auto-classification of requests, content summarization for agents, and next-best action suggestions, speeding up resolutions. The system learns from past cases, improving accuracy over time.
Generative AI further boosts efficiency by creating clear interaction summaries, consistent resolution recaps, and professional, personalized e-mail drafts. This accelerates case handling and improves communication quality, delivering a consistent service experience for employees and HR.
With embedded SAP Analytics Cloud, HR teams get real-time insights into service performance, enabling data-driven improvements that enhance the employee experience.
A Win for the Business, Employees, and HR
Organizations already using SAP SuccessFactors Employee Central for core HR can quickly implement SAP SuccessFactors Enterprise Service Management and see benefits fast. Together, these solutions create an AI-powered foundation delivering personalized, compliant HR support at every touchpoint.
Trusted, real-time HR data ensures accurate, context-aware support. Quick actions embedded within the platform simplify common HR tasks, all within employees’ workflow.
HR service reps benefit from direct access to employee profiles within the case management experience, providing immediate, secure visibility without switching systems.
This solution extends SAP SuccessFactors HCM investments with a secure, compliant service layer. It centralizes data governance, streamlines service processes, and reduces manual effort, making the experience seamless and intuitive for both employees and HR teams.
HR isn’t just a back-office function—it’s central to employee experience and business outcomes. SAP SuccessFactors Enterprise Service Management, powered by SAP Business AI, helps organizations deliver the support employees expect while reducing HR workloads and improving efficiency. The result is a triple win: better for the business, better for employees, and better for HR.
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