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When CRM meets HR: transforming HR at
Santander
Anna Howard
AgendaWhat we are going to cover
1. Background on the Unity programme
2. The journey we are on
3. Why we chose Oracle
4. Bringing CRM to employees
5. Our future vision
6. Questions
…delivering a new cloud based
HR system, new processes and
ways of working
…fundamentally changing how
HR delivers their services to
better support the business their
customers
…delivering £13million of
direct cost savings over 5
years and £5million in avoided
additional costs
…providing Santander with the
insight and knowledge we
need to effectively manage our
people and our business
…supporting the Bank’s strategic
objectives and underpinning the
cultural change initiative focusing
on digitalisation
…delivering innovative
technology and social
collaboration to make
Santander a place where
people want to work
BackgroundWhat is the Unity programme?
The Unity programme is a commercial, company wide change programme which is transforming Santander’s HR
function and re-engineering how the Bank receives HR services. The programme is…
The journey we are onUnderstanding the complexity and challenges
ImplementationBusiness caseAs is
assessment
Config
workshops
Vendor
selection
Worked with PwC to identify these
barriers, understand how they may
affect the programme, and adjust
our approach
Inputs:
• Poor data quality
• Lack of end to end processes
• Poor data structures
• Integration of PeopleSoft into branch system
• Legacy benefits
• Population 2
• No defined process ownership
• Change management challenges
• HR focusing on admin tasks
Outputs:
• Additional configuration workshops
• High level requirements
• Foundation data paper
• Position management outline
• Tier 0 strategy
• Integration and decommissioning approach
Why we chose OracleThe complete solution
Bringing CRM to employeesThe world’s biggest brands powered by Service Cloud
Bringing CRM to employeesA look a Service Cloud
Xxx %
tier 0
Xxx %
tier 1
Xxx %
tier 2
Tier 0
Self-Service technology solutions
enable employees, line managers and
HR to self-serve, providing
automated access to HR information
24x7
Tier 1
Dedicated Contact Centre who
manage incoming simple HR queries
and requests from employees, line
managers and HR
Tier 2
Process Specialists to provide
advice where a significant level of
subject matter expertise is required to
respond to user’s question or
transaction
Tier 3
Technical Expertise to deal with
matters that are typically more
complex in nature and may require
policy, standard procedure or process
decisions or interpretation, aligned to
the strategy and frameworks set by
the AoEs.
66%
28%
1%
5%
Engaging our employees and supporting diversity
Bringing CRM to employeesImproving the employee experience
• Use self-service
• Answers include text, images, media, attachments,
Guided Assistance and more
• Can be segmented, published and retired, rated by
users and subscribed to
• Improved search functionality through meta tagging
Bringing CRM to employeesProviding dynamic content
Search
online for
detailed, static
document
End user Journey
Video
Decision
tree
Images
Surveys
OPA form
With Service Cloud
Today
Bringing CRM to employeesIncreasing number of channels for employees to engage with HR
• Web chat availability
• Allows instant communication between users and chat advisors
• Chat routing driven by subject to the most appropriate user group
• Chat window integrated into agent console alongside other cases
Bringing CRM to employeesRealising efficiency savings
On average, each month the helpdesk receives 6420 calls and 1305 emails. Service Cloud could deliver the following
efficiencies:
50% reduction in
training costs
15%increase in first
call resolution
25% reduction in average
case handling time
391Fewer emails to
the helpdesk each
month
963Fewer calls to the
helpdesk each
month
Our future visionA holistic, people solution
Collaboration
Health
SocialPayroll
Any questions?
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