More efficient and fulfilling work
This automation has
delivered major efficiencies—and it’s also boosting team morale.
According to Danielle, “We’re saving 4,000 hours a year in onboarding
effort. That means we’ve been able to scale our recruiting and
onboarding efforts without having to grow our team. And our recruiting
team is much happier. Before, they were frustrated because they were
bogged down in mundane administrative work. Now, they can focus on
attracting and hiring the best talent, which is what motivates them.”
Faster time to productivity
And, onboarding isn’t just
more efficient–it’s also quicker. For instance, we’ve accelerated
provisioning of IT resources for new hires by 94%. That has a direct
impact on the new hire experience, cutting provisioning time from
three days to a few hours. New employees have what they need right
away, making onboarding smooth and enjoyable. And this means that they
come up to speed more quickly, since they have instant access to all
the resources they need to get familiar with ServiceNow and become
productive contributors.
Consumerizing the employee service experience
Let’s
talk about that onboarding experience in more detail. We haven’t just
automated our backroom processes. We’re also using ServiceNow to
consumerize onboarding, giving new hires a single, user-friendly
portal for their onboarding needs.
“Our employee portal gives new employees a personalized self-service
portal where they can find the information they need and complete
their onboarding activities. Instead of having to cope with a deluge
of emails, everything they need is just a click away. And if they
can’t find what they want, they can ask for help right in the portal.
Our new hires love it. That’s why we now have 86% employee onboarding
satisfaction,” says Danielle.
The employee portal isn’t just for new hires. It’s our one-stop shop
for HR services. Using the portal, ServiceNow employees can submit HR
requests, choosing from a wide range of services. Danielle explains,
“For everyday HR requests—such as available benefits options or policy
inquiries—employees don’t want to wait to talk to someone in HR. It
wastes their time. What they want is instant information, anywhere and
anytime. With the employee portal, that’s what they get—whether
they’re on a laptop, a tablet, or a mobile phone.”
Faster, more accurate responses with case and knowledge
management
“It’s also much better for our HR team.
First, because the employee portal has knowledge embedded, employees
can easily find information by themselves, which reduces our caseload.
When an employee does need to create a case, we automatically capture
all of the supporting information we need on the request form. That
eliminates a huge amount of back and forth,” states Danielle.
“Because cases are automatically assigned and tracked, they don’t
bounce around like emails, so we respond faster and more accurately.
And, when an employee has a special need or requires high-touch,
personalized support, our HR team can now give them the attention they
deserve, rather than being consumed with administrative tasks.”
Danielle also stresses the autonomy that ServiceNow gives the HR
team. “We’re always growing the services we offer to our employees.
ServiceNow makes it simple to do that. We can easily add new services
to the employee portal, including creating new forms and workflows.
There’s no need to go back to IT—we can do it by ourselves. That means
we can innovate faster and increase the value we give to our employees.”
Lessons learned
Tap into out-of-the-box capabilities
Danielle offers
advice for other HR teams: “First, it's important to familiarize
yourself with the application. We wanted to take advantage of its
out-of-the-box capabilities, rather than just continuing forward with
our previous approach. We arranged for a product overview and demo
sessions. That way we could see the full potential of the solution and
how we could apply this to our onboarding processes.”
Communicate early and often
According to Danielle,
effective communications are critical. “We put in place a
comprehensive communications plan. We engaged with our HR, IT, and
facilities teams early on and included them as key stakeholders on the
project team. Even when a team wasn’t involved in the first phase—for
example, our payroll team—we still kept them informed. That’s
important because you want their buy-in for future phases. And we made
sure we gave our executives the visibility they needed—everything from
general communications to in-depth status updates. That way, we got
the support and feedback we needed to succeed.”
Create clear up-front requirements
Danielle also
stresses the importance of clear requirements. “Get your requirements
documented and prioritized early on. We wanted to deploy quickly, so
we limited the scope by focusing on the HR, IT, and facilities tasks
in the first phase. Each team documented its existing processes and
their requirements. We then looked at how we could configure these
requirements into the application, with a conscious effort to keep
customization to a minimum."
The bottom line
With ServiceNow®
HR Service Delivery, we’re delivering the experiences that
our employees deserve. And we’ve scaled to meet business growth while
lowering costs. Instead of spending time on mundane administrative
work, we’re unlocking the potential of our HR organization, so they
can focus on the high-touch, personalized services that employees expect.
Along the way, we’ve also increased employee satisfaction,
accelerated time to productivity, and have given employees access to
the HR services they need, anytime and anywhere.
At ServiceNow, employees are our biggest asset. That’s why we
continue to grow our HR services and make them easy to use. Great
employee service isn’t optional—it’s a cornerstone of the way we do
business. HR Service Delivery makes that possible and excites us about
the future.
