01.
The Challenge
A leading pharmaceutical company sought to consolidate its HR Service Delivery (HRSD) and IT Service Management (ITSM) into a single platform, ECPro. However, instead of achieving a seamless experience, the teams remained divided—HR prioritized intuitive employee self-service, while IT insisted on keeping service delivery separate. This misalignment resulted in two siloed systems within one platform, confusing employees and undermining the goal of integration.
02.
What We Did
Veracity bridged the gap using human-centered design expertise and deep ECPro knowledge to align HR and IT. We analyzed content landscapes and implemented a topic-based navigation that prioritized employee needs over company hierarchy, ensuring HR maximized out-of-the-box features for scalability and IT adopted a unified approach that eliminated silos. The result? Onboarding now seamlessly integrates HR and IT functions, from benefits enrollment to device setup, all in one intuitive location. With this scalable model, the platform is ready to expand, serving employees by need rather than company structure.
03.
Our Impact
Through strategic negotiation and human-centered design, Veracity unified HR and IT services in ECPro, creating an intuitive platform that connects employees to what they need—without navigating departmental silos.
case studies
