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Western Governors University surpasses employee service management goals, exceeding 89% ServiceNow engagement



Over 89% employee engagement in ServiceNow



Comprehensive change management support


Employee Service Management

Modernized, scalable employee service management

THE Client

Affordable education on the student’s timeline

Western Governors University (WGU) is an online, nonprofit university that offers affordable education programs to over 100,000 students across the US. Based in Millcreek, Utah, the university offers a competency-based learning model, in which students demonstrate their knowledge repeatedly throughout a course with continuous feedback from professors.

“Working with Cask has been great. They’re very available, and I feel comfortable having tough conversations with them. They’re open to talking through any roadblocks we’ve had. The team even joined a call from 2 to 5 a.m. one night to make sure our implementation went smoothly. They truly embody amazing service.”

Denise Granquist,
Project Manager at Western Governors University


the challenge

Rapid growth without solution scalability

Before working with Cask, WGU had only used ServiceNow as part of service desk support. However, as a result of dramatic increases in hiring and growth over the past few years, they needed an HR Service Delivery platform that would scale with them and allow for streamlining workflows and processes.

Not only did existing technology solutions not scale, but underlying processes were also confusing and inefficient.

“We worked with Cask to implement the Employee Center portal because our users didn’t know where to go to find necessary information,” says Denise Granquist, project manager at WGU. “Now, there’s one starting place for them to go and find any resources or answers they need. Small things like that have made a huge difference in how our team works and how we engage with our employees.”


Overcoming resistance with big-picture change management

For WGU, gaining end-user support was just as essential as implementing the ServiceNow technology itself. They needed their employees to be comfortable with using ServiceNow in their daily routines.

“We had some internal resistance at the beginning of our implementation,” says Granquist. “Cask helped us with big-picture adoption support like training materials, branding, communication, and change management advice, all of which helped us to get buy-in from across the organization.”

After working with Cask to pave a smooth path toward user adoption, they’ve reached the highest engagement they’ve ever recorded, with 89 percent of 7,640 users actively using the system.

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What Is Your Favorite Part about Working with Cask?

“Our weekly coffee chats. We have that personal, friendship kind of relationship. It always feels like we are meeting with our friends. During the project, I looked forward to talking to Cask every single week. It was one of the highlights of my day!”

Denise Granquist


Enhancing solutions with long-term partner support

Looking forward, Granquist and her team are eager to apply their knowledge and success to the rest of the departments at WGU. “We’ve just started scoping out phase two and looking into enhancing what we’ve started,” she says. “After years of considering building out ServiceNow to the HR side of the university, we finally feel like we can handle it because of Cask.”

As they roll out features and develop their solutions, they’re just as excited to continue working with Cask through it all. Despite internal challenges, Cask has remained focused on our objectives at every step of the project. “As a whole, working with Cask has been great. They’re very available, and I feel comfortable having tough conversations with them,” says Granquist. “The team even joined a call from 2 to 5 a.m. one night to make sure our implementation went smoothly. They truly embody amazing service.”


What is ServiceNow Employee Center?

Enable managers and employees to request services from anywhere through a unified portal. Keep everyone engaged, productive, and informed. With ServiceNow Employee Center, you can deliver excellent employee experiences for every end user at your organization with comprehensive best practices and powerful capabilities, including the following:

  • Unified portal experience
  • Extensible service delivery
  • Cross-enterprise employee engagement and communication
  • Virtual agent
  • And more

With ServiceNow HR solutions delivered by Cask, you can offer a frictionless employee experience by empowering your team with proactive, collaborative, and efficient workflows designed to help your organization work better.

Download the PDF to learn more about the Western Governors University experience with Cask.

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