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?