End-to-End Employee Lifecycle Management Using ServiceNow Solutions for Quick Commerce
Introduction
Hiring and onboarding in the fast-paced quick commerce sector can quickly become overwhelming.
Our client was experiencing this firsthand; what should have been a 30-minute hiring process was taking up to 3 hours, causing delays in getting delivery agents and support staff field-ready. HR and IT teams were juggling multiple tools and manual processes, leading to inefficiencies and reduced visibility into workforce operations.
They approached LMTEQ to explore ServiceNow solutions for quick commerce that could streamline recruitment, automate repetitive tasks, and provide real-time oversight of the entire employee lifecycle.
By leveraging AI for HR processes, our team designed a ServiceNow custom solution to reduce hiring time, automate onboarding, and efficiently manage field operations, helping the client scale while keeping processes smooth and error-free.
Client Overview
The client is a leading player in the quick commerce industry, operating in multiple cities and serving thousands of customers daily.
With rapid growth and a large, distributed workforce of delivery agents and support staff, they faced challenges in managing recruitment, onboarding, and field operations efficiently.
Their HR and IT teams were responsible for hiring hundreds of employees monthly, tracking onboarding progress, and coordinating field tasks, all while using multiple tools, most of which worked in silos.
The client sought a scalable, automated solution to manage the end-to-end employee lifecycle, improve operational efficiency, and maintain seamless integration with their existing HR and IT systems.
Challenges That the Client Faced
Managing a rapidly growing workforce in quick commerce came with multiple operational hurdles. During the discovery sessions, several challenges emerged that were slowing down efficiency and creating bottlenecks across HR and field operations.
1. Fragmented HR and IT Workflows :-
The client was relying on multiple disconnected tools to manage HR and IT tasks. As one IT manager mentioned,
“Our teams often spend hours manually transferring data between systems, it’s prone to errors and delays.”
This fragmentation caused limited visibility into the onboarding process, delayed approvals, and duplicated efforts, affecting overall productivity.
2. Time-Consuming Onboarding and Recruitment :-
Identifying, screening, and onboarding delivery agents was a lengthy process. What should have been a 30-minute task was taking up to 3 hours, resulting in the delayed deployment of new hires. HR staff were manually coordinating interviews, checking documents, and updating records across systems.
3. Lack of Standardized Processes and Documentation :-
There was no unified workflow for recruitment, onboarding, or field management. A senior HR manager explained,
“Every location has its own way of doing things; it’s hard to track progress or measure efficiency.”
Without standardized processes, reporting, auditing, and scaling operations became major pain points.
4. Integration Constraints with Existing HR Tools :-
The client was not willing to replace existing HR platforms but wanted a solution that could coexist and integrate seamlessly. This meant any new system needed to exchange data effortlessly with their current HR tools, without disrupting ongoing operations.
5. Operational Bottlenecks in Field Workforce Management :-
Scheduling, task assignment, and monitoring delivery agents were manual and error-prone. Managers struggled to get real-time visibility of field performance, which impacted service delivery and customer satisfaction.
6. Need for Automation with AI Capabilities :-
The client recognized the potential of AI to optimize repetitive tasks but lacked the technical framework to implement it. Automating resume parsing, initial screening, interview scheduling, and feedback collection was critical to reduce hiring cycles and improve talent management efficiency.
Our Solution
To address the client’s operational bottlenecks and deliver end-to-end employee lifecycle management, our ServiceNow-certified team designed a comprehensive solution leveraging ServiceNow solutions for quick commerce and proprietary automation tools.
1. ServiceNow HR Onboarding Solution :-
We implemented a centralized HR onboarding system that automated repetitive tasks like employee record creation, document verification, and approvals. The system integrated seamlessly with the client’s existing HR platform, ensuring a cohesive and unified workflow. This drastically reduced manual intervention and cut down onboarding time from 3 hours to under 25 minutes per hire.
2. Advanced Ticket Management :-
Using ServiceNow ITSM modules, LMTEQ created a unified ticketing system for HR, IT, and field service requests. This solution provided full visibility into all employee-related queries, automated routing to the right teams, and ensured timely resolution.
3. Advanced Work Assignment and Field Service Management :-
Our team leveraged ServiceNow Field Service Management capabilities to optimize task allocation and monitor delivery agent activities in real time. The Flow Designer and assignment rules automatically routed tasks based on role, skill, and location, reducing operational bottlenecks and increasing workforce productivity.
4. ATS Integration with ServiceNow :-
We deployed our own proprietary AI-driven ATS built on ServiceNow to manage recruitment and pre-onboarding. Key capabilities included :
- AI for HR process: Automated resume parsing, candidate scoring, and talent pool management
- AI calling for HR using ServiceNow: Conducted initial Level-0 screenings automatically
- Interview scheduling and feedback collection: Streamlined coordination across hiring teams
- Seamless integration with existing HR tools to maintain continuity
5. End-to-End Employee Lifecycle Management :-
The combined solution covered the entire workforce journey, from recruitment and onboarding to task assignment, field operations, and offboarding. Automation and AI-driven workflows reduced manual dependencies, improved operational visibility, and ensured scalability to accommodate rapid workforce expansion.
Results
Even at the initial stage of solution deployment, LMTEQ’s ServiceNow solutions for quick commerce and proprietary ATS delivered noticeable improvements
Conclusion
The first phase of our engagement demonstrates how ServiceNow solutions for quick commerce, combined with AI-driven recruitment automation and ATS integration with ServiceNow, can transform workforce operations.
Even at this early stage, the client experienced faster onboarding, improved recruitment coordination, and enhanced visibility into field operations, proving the value of a scalable, end-to-end employee lifecycle management approach.
LMTEQ’s tailored ServiceNow custom solutions in India provide a flexible, future-ready framework that can grow with the organization, ensuring automation, efficiency, and operational excellence at every step.
Ready to accelerate your workforce operations?
Connect with LMTEQ today to explore how ServiceNow HR onboarding solutions, field service management, and AI-powered HR processes can streamline your recruitment, onboarding, and field workforce management, even in high-volume, fast-paced environments.
As an AI-powered transformation partner, we help businesses unlock potential with ServiceNow to achieve faster, high-quality outcomes.