October 01, 2024 - October 01, 2024
Matrix42 is launching its renewed AI-native HR Service Management solution designed to automate repetitive human resources tasks and elevate the strategic role of HR. Matrix42 deployed the solution internally before offering it to customers: questions directed straight to the company's HR team decreased by 40 percent.
Frankfurt am Main, Germany, 5 August 2026 - Matrix42, the European Choice in Intelligent Service Management Software, has launched its renewed AI-native HR Service Management (HRSM) solution. It is designed to reduce workload of HR teams and to support the evolving role of HR as a strategic business function. By automating routine processes and enabling faster access to information through AI-powered capabilities, the solution helps organisations provide a more seamless employee experience. The solution has been rebuilt from the ground up on Matrix42’s latest service management architecture, renewing its previous generation with a modern, AI-native platform designed specifically for HR teams.
In daily work, HR teams handle internal support and information requests via email or fragmented tools such as spreadsheets, which can slow down processing and lead to a high manual workload. Matrix42's HRSM provides a unified and user-friendly digital service channel that guides employees directly to the right information, removing the need to search through guidelines or contact an HR colleague for routine questions. The solution utilizes natively integrated artificial intelligence reflecting the growing demand for automation in HR operations.
“What we are seeing now is a fundamental shift in how work gets done. In HR and across the organisation. With AI and agents, HR can move from being busy with administrative tasks to creating real impact for the business. This means: HR Service Management is no longer a ‘nice to have’, but one of the most practical and high-impact ways to bring this shift into day-to-day work,” says Niina Hovi, Chief People & Culture Officer at Matrix42.
Matrix42 first piloted its rebuilt HRSM solution
The ESM provider deployed the new version of its HRSM solution within its own organisation before bringing it to market. When Matrix42 introduced the solution internally, the goal was to reduce the time its People & Culture team spend on repetitive requests and make access to information simpler for its employees. Instead of navigating multiple systems or contacting P&C directly, employees can now access HR services in one place – directly within Microsoft Teams – where they ask questions and receive answers based on company knowledge.
This shift to a self-service entry point has significantly reduced routine inquiries and simplified how employees interact with HR. Following implementation, the number of HR-related inquiries directed to members of the People & Culture team decreased by 40 percent, allowing the HR team to focus more on strategic activities rather than administrative, repetitive service tasks.
A shift from reactive to proactive supports competitiveness
Matrix42’s HR Service Management solution enables organizations to shift from a reactive approach to a more proactive, data-driven operating model – for example reflected in AI agents and other advanced automation capabilities.
This allows HR professionals to better detect weak signals within the organization by analyzing recurring topics in employee queries long before they become visible in employee surveys. For example, a rising number of questions related to payroll or workplace well-being can be identified early, allowing management and supervisors to take action and proactively to the entire organization. This approach helps HR teams ground development areas based on data, which supports the organization's competitiveness, as well as employee experience and perception.
The renewed HR Service Management solution is now available to the market and can be introduced within existing customer’s Matrix42 environments, with implementations tailored to each organization's processes and requirements.
With the evolution of its HR Service Management solution, Matrix42 extends proven service management principles beyond IT, helping organisations bring Enterprise Service Management to HR.
About Matrix42
Matrix42 helps organizations digitalize and automate service delivery to improve productivity and employee experience. Its platform combines Enterprise Service Management with asset and endpoint management, enabling consistent workflows and a unified view across services, assets, devices, identities, and security. With its AI-native approach, Matrix42 supports organizations in moving from fragmented processes to a structured, service-based operating model. As Research in Action states, “Matrix42 is the #1 European powerhouse in Service Management, standing as the primary alternative to ServiceNow in the Continental European marketplace.”
Designed, developed and operated in Europe, Matrix42 solutions meet high standards for data security, privacy and regulatory compliance, reflected in the company’s “Cloud your way”-promise.
