Consumerizing the Employee Service Experience with Jen Stroud
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Transcript of Consumerizing the Employee Service Experience with Jen Stroud
© 2017 ServiceNow All Rights Reserved 1© 2017 ServiceNow All Rights Reserved
Consumerizing the Employee Service Experience
Jen StroudHR Evangelist and Transformation Leader, ServiceNow
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Why ServiceNow is the Obvious ChoiceEmployee Service Expectations Have Changed
“We seem to be about 10 years behind in creating user-friendly, intuitive solutions online for our employees.”
“Make it fast and easy… replicate what we deliver for our customers everyday.”
“Should be a frictionless process…should not take away from my ability to do my job.”
“Empower managers… make our lives easier .”
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“We see service delivery tools…continuing to expand and change in the next few years, in part due to the need to keep up with workers’ expectations for consumer and mobile technology ….”
HR Must Lead This Transformation
“…the modern workforce expects a consumer-grade customer service experience.”
"A new focus on HR customer experience combined with a push toward increasing integration with the business…”
The change is revolutionary—and it’s happening now."
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Employees
An HR Service Delivery Solution is Needed“When is open enrollment?”“How do I promote someone?”
“There’s an error on my paycheck…”
ITHR
Operations
PayrollEmploy
eeRelatio
ns
Facilities
DepartmentsHR Systems of Record
Poor Experience Inefficient, Costly
No Visibility• Consumerize the Employee Service
Experience• Increase HR Efficiency, Reduce Cost• Gain Visibility to Improve Service
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Poor Experience Inefficient, Costly
No Visibility
ConsumerizedLegacyService ExperienceService Experience
Search for static check lists
Office hours, on desktop / laptop
Prescriptive, dynamic instructions
Anytime, on any device
Vs
Frustrated, unproductive
employees
Satisfied, energized employees
Reactive, measured in months, weeks
Proactive, measured in seconds, minutes
Limited, generic for all workers
Personalized for each worker
No visibility, search for updates
Instant visibility, push notifications
Result
Information
Timing
Access
Guidance
Status
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The ServiceNow SolutionEmployee Experience and Lifecycle
EventsCase & Knowledge
Management
• Manage the interactions between HR and employees
• Enable employee self-reliance • Make HR services smart and employee-
centric
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HR Service Delivery:Transformation Journey
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Sally Beauty Transforms HR Operations and Delivers a Employee Service Makeover for its 25,000 Plus Employees
• By eliminating Tier 2 escalations we are savings $500k annually• HR is now able to deliver a more consistent and streamlined Employee Self-
Service Experience• Dashboards and analytics now provide leadership with quantifiable HR service
metrics
ServiceNow delivers rapid ROI and provides visibility into our productivity
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• ~$1+ Million in Productivity Savings due to a 66% reduction in (Tier 1) HR Service Requests*
• New Employee Self Service Portal now handles all (Tier 0) HR requests for over 20k Healthcare Associates
• Dashboards and analytics now provide corporate leadership with quantifiable HR service levels
ServiceNow Delivers Massive Savings through Automation of HR Service Requests
CHRISTUS Health Transforms & Modernizes HR Operations for its 20,000 Healthcare Associates
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• Reduced the typical 60 - 80 individual onboarding interactions down to fewer than 8
• Eliminated all manual processes, which were costing 1,000 days of productivity every year*
• Now has the strategic organizational ability to scale onboarding to an enterprise level
Together, ServiceNow and Workday Automate End-to-End Onboarding Processes
Overstock.com Ensures Every New Employee Hits the Ground Running
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440+ Companies Have Chosen ServiceNow for HR Service Delivery
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One Platform for the Lightspeed Enterprise
BUSINESS APPSIT SECURITY CUSTOMER SERVICE HR
Predictive Analytics
SingleDatabase
KnowledgeBase
DeveloperTools
Workflow ContextualCollaboration
ServiceCatalog
Subscription & Notification
ServicePortal
Multi-instance Secure & Compliant Scalable
1
2
Dedicated HR Service Solution
Built on an Enterprise Service Platform
© 2017 ServiceNow All Rights Reserved 13© 2017 ServiceNow All Rights Reserved 13
One Platform for the Lightspeed Enterprise
Predictive Analytics
SingleDatabase
KnowledgeBase
DeveloperTools
Workflow ContextualCollaboration
ServiceCatalog
Subscription & Notification
ServicePortal
Multi-instance Secure & Compliant Scalable
HR BUSINESS APPSCUSTOMER SERVICESECURITYIT
HR
SECURITYCUSTOMER
BUSINESSAPPS
SERVICEIT
The Lightspeed EnterpriseTM
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