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 IT and 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,” Scoot’s Vice President Human Resources, Theresa Tan, says. “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 hoslitically, we can continue to build on staff engagement levels.”
“Giving our employees mobile-first experiences to seek help from IT and HR, helps them to do their best work everyday, drives team collaboration and ownership and will help us realise benefits – attracting and retaining talented people,” Tan says.
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 says.
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 IT Service Management and ServiceNow HR Management, with a unified front end providing a single access point for employees and administrators.
ServiceNow’s ease of customisation enabled Scoot to make changes and update processes without external assistance, helping the airline minimise its costs.
The ServiceNow deployment aims to drive productivity gains while maintaining lean operations.
“Scoot had relied on a range of systems overseen by different stakeholders to address the diverse needs of its employees,” ServiceNow’s Vice President and General Manager, Asia Pacific and Japan, Mitch Young, says. “The airline had no way of tracking whether requests had been followed up on or resolved. There was also no overview of employees’ needs or requests.
“With ServiceNow, Scoot is providing a centralised, cloud-based service management platform to its staff that addresses these concerns and positions the airline to embrace the potential of automation and a digital future.”