How a Major Beauty Retailer Is Upgrading Employee Support with 3CLogic and ServiceNow HRSD
A major beauty retailer has selected 3CLogic's AI-enabled contact center, built for ServiceNow, to modernize how employees get help. The focus is simple: faster answers, less friction, and better support for thousands of store and corporate team members.
The retailer is moving off a legacy on-premise system and leaning into voice and SMS tightly connected with ServiceNow HR Service Delivery (HRSD). For HR and support leaders, this is a practical blueprint for serving a deskless workforce without pulling people off the floor.
The challenge: legacy tools slow down help
Old-school contact center tech makes it hard to meet employees where they are-especially in retail, where most workers don't sit near a keyboard. Ticket checks, updates, and follow-ups get delayed when associates have to find a backroom computer. That lag shows up in longer queues, missed SLAs, and frustrated teams.
What the retailer is rolling out
- Hands-free voice support to report HR issues-useful when associates can't step away from customers.
- SMS-based HR communication so deskless employees get help without a workstation.
- Instant ServiceNow HR ticket status via voice or SMS, removing the need to log in from the backroom.
- ServiceNow CTI and ACD to close a key channel gap and improve ROI on the Now platform.
- Unified HR reporting with ServiceNow Platform Analytics for deeper insights into needs, performance, and trends.
For teams planning a similar move, aligning channels and workflows inside ServiceNow HRSD keeps context intact and cuts handle time.
Why voice still matters in HR
HR conversations can be sensitive. Voice delivers empathy and clarity, while automation handles verification, routing, and status checks in the background. The result: better experiences without bogging down agents.
Data that actually informs staffing and quality
With analytics unified in ServiceNow, leaders can see which topics spike by location or time of day, where self-service succeeds, and where live help is essential. That makes it easier to staff smartly, target knowledge gaps, and improve first-contact resolution.
What's next: expanding to IT Service Desk
The initial rollout focuses on HR, with plans to extend the solution to the IT Service Desk using ServiceNow ITSM in early 2026. Expect Voice AI use cases to broaden-think automated password resets, outage updates, and smarter routing for technical requests.
Action plan for HR and Support leaders
- List your top 10 HR intents (benefits, payroll errors, PTO, onboarding) and define the best channel for each.
- Map voice and SMS flows inside ServiceNow so every interaction logs to the right record, with clean disposition codes.
- Set clear SLAs for voice callbacks and SMS responses; automate status updates to cut avoidable contacts.
- Pilot in a few districts; track first-contact resolution, handle time, deflection rate, and employee CSAT.
- Coach agents on AI-assisted prompts and escalation cues; review call transcripts for quality and policy alignment.
About 3CLogic
3CLogic delivers cloud contact center solutions built to extend leading CRM and Service Management platforms. Capabilities include intelligent self-service, Generative AI, Conversational AI, agent automation and coaching, and AI-based sentiment analytics-built to lower operational costs, improve ROI, and deliver faster, more personal support across IT, HR, and customer service.
The company is a ServiceNow certified Technology and Advanced Platform Build partner with offerings for IT Service Management, CRM and Industry Workflows, and HR Service Delivery. It plans to showcase new innovations at ServiceNow's Knowledge 2026 event in Las Vegas. Learn more at 3CLogic.com.
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