consumerise the employee service experience the employee service experience apani buksh senior hr...

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Mark SouterLead HR Strategy & Product SalesServiceNow

Consumerise the Employee Service Experience

Apani BukshSenior HR Solution ConsultantServiceNow

2© 2017 ServiceNow All Rights Reserved Twitter @MarkSouterLive @ApaniBuksh #NowForum

Great Consumer Service Experiences

• Choices

• Guidance

• Help


3© 2017 ServiceNow All Rights Reserved Twitter @MarkSouterLive @ApaniBuksh #NowForum3© 2017 ServiceNow All Rights Reserved

Meet Gale

• Head of Sales

• Just got engaged

Twitter @MarkSouterLive @ApaniBuksh #NowForum


Gale is Thinking….

I need to sort out some HR stuff

• Need to change my last name

• What about superannuation details?

• Leave entitlements



Multiple Departments & Systems

What is the policy?

What do I need to do?

Who can help?

Talent Management

PayrollCore HR

Benefits

EmployeeRelations



Emails HR

of HR’s time is spent on repetitive transactional activities.1

60–70%

1. Source: HR Trend Institute, 6 Major Trends in HR Shared Services, 2016

Someone in HR



Gale is Frustrated

Why can’t it be more like a consumer experience?



Getting Married

DEMO



Gale Gets a Consumerized Employee Service Experience

• Choices

• Guidance

• Help



Meet Tim

• Just accepted a new job

• Will report to Gale



IT

SECURITY FACILITIES

LEGAL

HR

2 Weeks on the JobFINANCE

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• Direct deposit isn’t set up

• Need access to CRM

• Wish I sat near co-workers

• What else…?

11 Twitter @MarkSouterLive @ApaniBuksh #NowForum

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Which Business Processes Are Least Efficient?

1. Managing employee relocations

2. Managing maternity leave or other leaves of absence

3. Requesting maintenance or equipment from Facilities

4. Onboarding employees with work space, computer, etc.

5. Creating departmental or project status reports

6. Ordering computers and software from IT

7. Purchase order requisitions

8. IT support or help desk requests

Source: 2017 ServiceNow State of Work Survey


Tim is Frustrated

Why can’t it be more like a consumer experience?



Provide a consumerized service experience

Drive action across all departments

Automate processes in minutes

Give Employees the Onboarding Experience they Deserve

Place screenshot here

Give Employees the Onboarding Experience They Deserve


Since going live a week ago it’s been extremely exciting for the function to see the uptake rate

from the business. The knowledge base articles have been accessed 1,825 times and 285 forms have

now been lodged online!

That’s 1,825 queries HR didn’t need to field and potentially 95

work-hours saved from form filling and authorising!

– Janette Woodham, Head of Human Resources, Western Power


HR

HR Service Delivery @ Lightspeed

Employees Deserve a Consumerised Service Experience


What’s next?

12pm to 12:30pm: ‘Connecting the Enterprise Dots’ServiceNow demonstration with Apani Buksh, on how to work faster and smarter when tasks start in HR, but span other departments.

1:45pm to 2:15pm: ‘HR Lightspeed Pioneer’Hear Auckland Council’s HR story, with Drew Williams and Chris Casanelia, on delivering an exceptional employee service experience.

Explore ExpoNowVisit the ExpoNow Exhibition Hall, to discover the best ways to get the most out of ServiceNow HR.


consumerise the employee service experience the employee service experience apani buksh senior hr...

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