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

© 2017 ServiceNow All Rights Reserved 2

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 .”


“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."


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


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


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


HR Service Delivery:Transformation Journey


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


• ~$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


• 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


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

consumerizing the employee service experience with jen stroud

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