Success story · Employee Center
HSBC - HR Employee Center Pro
A leading global bank asked us to reimagine their intranet. Not just to modernise it, but to make it actually work for people.
View on portfolio

Field report
The pink, over-groomed support-button mascot has one approved reflex: helplessness with eye contact. The answers may exist, but the office has quietly maintained the bypass.
How we'd tame this one
In setups with this shape, the portal has enough structure to look legitimate and too little self-service depth to be trusted. Intelligent guidance and connected everyday task routes have been replaced by early escalation; the bypass became its own support culture. The answer exists, but everyone trusts the colleague who gave up first.
The visible cost is the 15–25% of tickets intelligent support should have absorbed sitting back on the desk. Another 25–40% of routine tasks that should finish in-portal keep spilling into side chats, handoffs and someone’s private bookmark collection.
Once the first fixes settle, the portal starts answering before the desk gets dragged in. Routine requests find the right article, form or destination without a Teams sherpa, and the support queue stops being where knowledge goes to be rescued.
This does not need to become a year-long rebuild: the first move is a 4 to 6 week push, priced in the mid-£20k range, with ITSM Pro or Enterprise and Now Assist as the only named prerequisites. The full plan is 4 moves, so you can take the self-service fix first and decide how much of the rest earns its place.
Similar Nowimals Tamed
Success story · Employee Center
A leading global bank asked us to reimagine their intranet. Not just to modernise it, but to make it actually work for people.
View on portfolio
Project · Service Portal
Allianz needed a modern self-service portal to support its global teams with IT and business services, everything from ticketing and help requests to cost centre management and procurement. Monochrome delivered a WOW! Portal built on ServiceNow Employee Center Pro, tailored to streamline support, orders, and internal tasks. Employees now have one clear place to raise issues, track to-dos, request new items, or manage services linked to their roles and cost centres. The portal features fast search, role-based views, and structured content for actions like “Order Something,” “Get Help,” “View My Services,” and “Submit a Request.” It’s clean, scalable, and built to reduce time spent chasing answers. This is a standout Employee Center example for enterprise IT teams. A self-service portal experience that replaces outdated tools with a focused, branded space for getting things done.
View on portfolio