Bob continues, “To enable this shared services model, we needed to
standardize and automate our onboarding. Our hiring managers told us
they were struggling with manual processes and multiple systems–one to
request computers and phones, another for office space, yet another
for parking passes, and so on. The process was cumbersome and hard to
navigate–and it often relied on tribal knowledge. We wanted a one-stop
solution that drove onboarding end-to-end, making it easy for managers
to get new hires what they needed to succeed.”
ServiceNow helps Asurion deliver a next-generation onboarding experience
After examining its options, Asurion chose
ServiceNow® Enterprise Onboarding and Transitions. Bob
says, “The choice came down to ServiceNow and Workday. We had both
systems in house–we used ServiceNow for IT, as well as HR case and
knowledge management, while Workday was our HRIS. Both had onboarding,
but Workday drove everything by email. With the ServiceNow employee
service portal, we could offer our hiring managers and new employees
intuitive onboarding checklists, manage and assign tasks across
multiple departments, and distribute targeted content to new
hires–welcome videos, useful role-based information, and more. With
chat, ServiceNow also made it easy for new employees to get instant
online help.”
Asurion uses ServiceNow out-of-the-box capabilities to go live in
just two months
Asurion went live with Enterprise Onboarding and Transitions in
only two months. According to Bob, “We started with a minimal viable
product for our exempt North American employees. We were able to use
out-of-the-box ServiceNow capabilities, which dramatically simplified
the implementation. And, since we had already integrated ServiceNow
with Workday for IT, this made the implementation even easier. After
we launched, we spent another six weeks fine-tuning the solution based
on employee feedback–at which point, we were ready to go global.”
ServiceNow drives the entire fulfillment process–simplifying
onboarding for Asurion’s hiring managers
Now, when an offer is extended and accepted, Taleo adds a new
employee record to Workday, which then triggers the ServiceNow
onboarding process. Using ServiceNow, hiring managers simply pick the
resources they need for their new employees, including computers,
phones, office space, software applications, passes, and more.
ServiceNow drives the entire fulfillment process–hiring managers and
recruiters no longer have to find out where to go or chase things down
once the request is made. And, when a new employee shows up for their
first day at work, ServiceNow automatically prompts the hiring manager
to activate the employee’s credentials, completing the fulfillment process.
ServiceNow helps Asurion’s new hires succeed by automatically
pushing useful information to them before and after they join
For new hires, the onboarding process starts before they even
arrive for work. Bob explains, “ServiceNow automatically pushes useful
information to the new employee before they join. This includes
invitations to explore benefits information and watch videos about
Asurion. Then, on their first day, ServiceNow tells them how to get
going, including setting up email, accessing marketing materials and
templates, and carrying out a range of other day-one activities.”
Bob continues, “A few days later, once the employee has started to
settle in, ServiceNow helps them with activities such as setting up
direct deposits, selecting benefits, and making 401(k)
elections–working seamlessly with other HR systems such as ADP and
Fidelity. Then, over the next 30 days, ServiceNow provides a drip feed
of useful information that is specific to the employee’s role.”
