Streamlining global HR processes: delivering UAT for a multi-region staff request system

OUR CLIENT 

Our client is one of the world’s largest consumer goods companies, owning globally recognised brands and selling products in nearly 190 countries. With a widespread and complex operational function, the company continuously evolves to maintain its leadership in a competitive marketplace.  

THE CLIENT CHALLENGE 

To reduce operating costs and improve consistency in global HR processes, our client set out to roll out an expanded staff request system. The goal was to standardise and automate key activities such as onboarding, transfers, and leavers - reducing inefficiencies and bottlenecks. However, several challenges had to be overcome: 

• Variations in system usage across teams (Remedy v7.1 and v8.1) created integration and consistency risks. 

• Design documentation was outdated, requiring refinement before testing could be validated effectively. 

• UAT needed to be coordinated across 23 countries by largely non-technical users unfamiliar with formal testing processes. 

• No configuration or version control existed prior to Roq’s engagement, complicating defect traceability and change tracking. 

WHAT WE DELIVERED 

Through our Managed Service solution, Roq took on full responsibility for system testing and UAT coordination, delivering clarity, control and consistency by: 

• Acting as the single point of contact across 23 countries to manage UAT and drive progress. 

• Engaging directly with business users to guide execution, raise defects, and track resolution. 

• Leading extensive process improvements, including configuration management and version control where none had existed. 

• Segregating genuine defects from design issues to give the client and third-party developers a clear view of remediation priorities. 

• Providing clear, structured feedback that enabled all high-severity issues to be resolved before launch. 

CLIENT IMPACT 

Our client was able to launch a system that met their global HR transformation goals with minimal disruption and high user confidence: 

• All Severity 1 and 2 issues were resolved before launch, reducing operational risk. 

• A more streamlined, automated process was introduced, improving consistency and reducing HR management overheads. 

• Roq’s honesty, transparency, and structured governance enabled informed decision-making throughout. 

• A legacy of updated scripts, process documentation, and step-by-step guides supports ongoing success across global teams. 

To find out how Roq’s Managed Service solution can support your business, contact our experts at ask@roq.co.uk.