3 Steps to Deliver an Exceptional Employee Experience

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Three Steps to Deliver an Exceptional Employee Experience

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AgendaThe HR Imperative

Current Challenges & Business Impact

Three Steps to HR Service Delivery Transformation

Demo: Transforming the Employee Experience

Q & A


HR Wants to Drive Employee Satisfaction and Strategic Value

Scale the delivery of HR services depending on the needs of the

organization




organization

Focus more on strategic activities

such as staffing plans and employee culture




organization

Focus more on strategic activities

such as staffing plans and employee culture

Drive high levels of employee satisfaction with HR


Employees Desire a Consumer Grade Approach to Service


HR Service Delivery Doesn’t Match Expectations

Employee Human Resources

Emails Phone Calls Spreadsheets


Scenario: PromotionEmail Chaos

Messages: 0 Days: 0

Employee HR Rep



Employee HR Rep

Messages: 1 Days: 0

I would like know if I can be reimbursed for a class I would like to take. What’s the policy?



Messages: 2 Days: 1

Here’s the policy and

request form. See attached.

Employee HR Rep



Employee HR Rep

Messages: 3 Days: 1

Here you go. Request form attached.



Employee HR Rep

Messages: 4 Days: 7

Hey, What happens next? Is my course approved?



Messages: 4 Days: 7

Let me get back to you. I will respond to your email.

Employee HR Rep



Messages: 5 Days: 15

I need you to have your

manager approve this

course.

Employee HR Rep



Employee HR Rep


Why didn’t you tell me before? I could have done this from the start.



Employee HR Rep


Can you please approve this course? I would like to be reimbursed by the company.

Manager



Employee HR Rep

Messages: 8 Days: 16I don’t know

what our tuition reimbursement policy is. Can you email it to me?

Manager



Employee HR Rep


Manager

Here it is.



Employee HR Rep


Can you please provide me the business justification for this

course? What have other employees taken?

Manager



Employee HR Rep


It will take me a while to gather this information. The class starts tonight.

Manager


Scenario: PromotionEveryone Is Frustrated

Employee Manager HR Rep


What Other Services Could Have the Same Outcome?

Simple• Benefits enquiry• Employment verification• Vacation balance• Pay discrepancy• HR systems access

Moderate• Tuition reimbursement• Beneficiary change• Direct deposit enrollment• Disciplinary action• Grievance

Complex• Onboarding• Transfers• Separation• Promotion• Leave of absence


Are You Paying for the Pain?


Emails Phone Calls Spreadsheets

80% Repetitive Tasks

$15.00per Call

$110 per Form

Processing Error


What Is the Impact on Employees?

How do managers describe consumer services vs. workplace services?

Consumer / workplace service delivery gap leads to:

Employee productivity drain

Negative employment brand

Attrition


Things Must Change

• “Revolutionize HR to adopt new ways of delivering HR services”

• “Reimagine HR and the employee experience in a digital world”

• “Digital HR is a top priority for 74% of execs”

Source: Deloitte Global Human Capital Trends 2016 (7,000 survey respondents across 130 countries)

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Our Focus Is Addressing Pain Points as Described by HR Leaders

“I have no visibilityinto what my team is working on and what information they are providing employees.”

“Our employees lack a central place to access information and to engage with HR.”

“We need to accelerate HR service delivery for lifecycle

events, while maintaining quality.”

HR


Three Steps to Drive HR Service Delivery Transformation

3. StructuredService

2. SelfReliance

1. ManagedInteractions

Case and Knowledge Management

Employee Portals

Onboarding and Lifecycle Events


Step One: Managed Interactions


Step Two: Self Reliance


Step Three: Structured Service


Employee Manager

Result -‐ Best Practice Engagement Model

Facilities

ITPayroll

Workforce Administration

Total Rewards

Talent

HR Operations

Employee Relations

Procurement

Global Mobility

Request StatusService Request

System of EngagementAutomated Workflows within HR and across departments

Consumerized user experience on any device

Systems of Record


Summary of ServiceNow HR Service Management

Reduce Costs Boost Productivity Improve Quality of Service

Scale HR Services

Transform the Employee Experience


© 2016 ServiceNow All Rights Reserved 3333© 2016 ServiceNow All Rights Reserved 33© 2016 ServiceNow All Rights Reserved

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3 Steps to Deliver an Exceptional Employee Experience