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Transform HR and employee engagement with salesforce


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Transform HR and employee engagement with salesforce

  1. 1. Transform HR & Employee Engagement Connect & engage with your employees in a whole new way Noel Coloe, RVP, Business Development Karthik Chakkarapani, Practice Director, Salesforce Services Armin Fakouhi, Senior Solution Engineer May 21st 2015
  2. 2. Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward- looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements. Safe Harbor
  3. 3. SNA Terminal Mainframe LAN / WAN Client Server LAN / WAN Client Server Cloud Social Mobile We are Connecting & Engaging With Our Customers in New Ways Systems of Record Systems of Engagement
  4. 4. Open EcosystemComplete CRM Scalable Metadata Platform Salesforce is the Customer Success Platform Sales Service Marketing CommunityApps Analytics THE CUSTOMER SUCCESS PLATFORM
  5. 5. Employees Expect the Same Kind of Engaging & Collaborative Experiences at work Engaging: want to be treated like customers, not subordinates Personalized: want 1:1 experiences and support Intelligent: leadership needs the right information at the right time to support key employee decisions
  6. 6. Systems of record are not built for engaging experiences But Offices are Still Running on Legacy HR Technology Career Site Help Tickets Intranet Multiple, Siloed One-off Systems One Way Conversations Slow & Hard to Use Built for Transactions, not Engagement Onboarding Portal Learning Management Performance Management Recruiting ATS Employee System of Record
  7. 7. Worldwide Epidemic of Disengagement SOURCE: Gallup “State of the Global Workforce” 2013. 230K Employees in 142 countries 13%ENGAGED 24% ACTIVELY DISENGAGED 63%DISENGAGED
  8. 8. Companies are Paying the Price for Poor Employee Engagement Source: Gallup “State of the Global Workforce” 2013. $550B Lost Productivity* Can’t find right information Disconnected from company Don’t have the right tools 87% of employees disengaged at work* Manual processes Static, siloed data Limited visibility Difficult for HR to provide support
  9. 9. Employees Leave When They’re Not Engaged Source: Deloitte University Press. “Global Human Capital Trends 2015.” Deloitte, 2015. Source: “State of the Global Workplace.” Gallup, 2013. Source: Customer Think. “Where Customer Experience is Going in 2015.” January, 2015. of all new employees leave within one year25% employee salary to find and train a replacement2x
  10. 10. Why should we care? Everyone wins with engaged employees Engaged Employees = • Increased employee productivity • Increased employee loyalty • Increased customer satisfaction • Increased company financial results • Increased shareholder value SOURCE: Gallup “State of the Global Workforce” 2013.
  11. 11. What Employees Want . . . SOURCE: Gallup “State of the Global Workforce” 2013. Gallup’s Q12 • To know what is expected of me • Info and equipment I need to do my job • The opportunity to do my best every day • In the last seven days, I have received recognition • My manager cares about me as a person • Someone who encourages my development • To feel I have a voice that counts • A company mission or purpose that makes me feel my work is important • Teammates committed to quality work • A friend at work • Someone who talks to me about my progress • Opportunities at work to learn and grow
  12. 12. Intranet Ticketing Onboarding Portal Learning Management Performance Management HRMS Payroll BI Career Site Recruiting ATS But Today’s HR Systems of Record Were Built for Transactions, Not Engagement “There is an error on my paycheck. Who can help me?” “Are there any good trainings to help me close more business?” “Who are our high performers, and how do we learn from them?” Your EmployeesYour Systems
  13. 13. What if you could engage every employee, drive productivity & and retain the best talent?
  14. 14. Custom Apps Salesforce for HR & Employee Engagement AppExchange Apps Onboarding Referrals Interviewing Recruiting Learning Talent Management HR Systems of Record: HR Helpdesk Employee Journeys Salesforce HR Analytics Employee Communities
  15. 15. With Salesforce You Can Transform HR & Drive Engagement for Today’s Employees Service Employees Effortlessly Service Engage Automate Provide Proactive & Prescriptive support to your employees Community Service Optimize & Drive Innovation Optimize and Drive Innovation in Key HR processes Community Apps Service Transform System of Record System of Engagement Automate Employee Processes Automate & Streamline Employee Facing Processes Apps Engage Every Employee Drive 1:1 Employee & Engagement & Personalization Community Apps
  16. 16. Deliver Great Value with Salesforce for HR & Employee Engagement Deliver Pain- Free Support & Engagement Deliver Proactive & Pre- Emptive Engagement Deliver Personalized Service & Engagement Drive Productive Support Operations Business Insights Mobile Process Automation Case Management 360 View Console Contextual Collaboration Knowledge Contextual Collaboration Self-Service Mobile Employees Simplicity: Empowered Employees Integrated Channel Experience Customer Satisfaction HR Ops & Support Speed: Automation & Optimization Employee 360 View Performance & Productivity Retention & Employee Relations Support Resolution Time & Costs Better Business Insights & Data Performance & Productivity HR Management Visibility 4 P’s Employee & HR Engagement Capabilities Value
  17. 17. Engage & Grow Social Intranet Onboarding Employee Apps Social Intranet Social Intranet + 50 Apps Social Intranet Social Intranet + Employee Apps Social Intranet Social Intranet Customers Transforming HR & Driving Employee Engagement Automate & Manage Recruiting App Advertiser Production App Recruiting App 60 HR Apps + Social Intranet Recruiting App HR Apps Feedback & Rewards App Recruiting App Support & Service HR Helpdesk Employee Shared Services HR Helpdesk HR Help Desk HR Shared Services HR & Finance Shared Services HR Service Center HR Help Desk
  18. 18. Sample Vision: Employee Self-Service & Engagement Personalized Engagement & Experience based on employee’s profile, role, location & past interactions Seamless access to key employee apps, actions & relevant knowledge Collaborative experience across key actions & processes
  19. 19. Sample Vision: Employee Self-Service & Engagement Personalized Engagement & Experience based on Employee’s profile, role, location & past interactions Seamless access to common HR requests & actions Discover relevant info & expertise quickly & easily
  20. 20. Sample Vision: Employee Self-Service & Engagement Seamless access to core HCM info from other systems Quick access to active requests and actions – view & manage info
  21. 21. Sample Vision: HR Employee Engagement Center (Agent View) Personalized 360 View of Employees Seamless access to relevant knowledge & HCM systems Proactive & guided support
  22. 22. Sample Vision: Employee Engagement & Collaboration on Goals, 1:1 Coaching & Recognition Easy navigation of org hierarchy & employee directory Personalized goal setting & coaching Quick snapshot of the goals, status, due dates Collaborate with manager, mentor & peers on goals
  23. 23. Sample Vision: New Hire Employee On-Boarding Personalized & guided on-boarding process One stop hub for all on- boarding activities Collaborate with manager, mentor and peers Discover relevant info & expertise quickly & easily
  24. 24. Concierge AppOrg Chart App Disrupt with Mobile HR Service & Employee Engagement Apps App Menu Social App
  25. 25. “Employees shouldn’t be worried about HR issues; they should be focused on the customer. Salesforce lets them do that.” Needed to overcome challenges with a poor employee experience and delayed access to metrics 250 Tier 1 & 2 agents on Salesforce, supporting 18K employees in 137 countries and in 6 languages Ability to deliver answers anywhere: help desk, employee community, chat, email, mobile $4M in annual cost savings and employee satisfaction improved to 4.8 out of 5 Coca-Cola Saves $4M Per Year Streamlining HR Service Delivery Rob Grajeda, Director of Operations at Coca-Cola
  26. 26. VXConnect Employee Portal for 2,700 users built on the Platform with responsive mobile design, Chatter, and Content Customized UX reflects Virgin brand & culture User adoption takes flight with over 50% of Virgin America employees Virgin America builds a social and mobile intranet “It's important to interact with everyone on our team and make them all part of our community.” -- David Cush, CEO, Virgin America
  27. 27. Boots Provides an Easy to Use Platform for Questions & Answers “Track down answers & cases with Service Cloud.” Salesforce supports 137 countries, live agents for 6 languages, and 1,000 cases per year General HR information is available to employees, such as holidays, maternity leave, and more Real-time reports (300+ HR) for agility and smart decisions
  28. 28.  Founded in 1897, Manulife is a leading Canada-based financial services company with principal operations in Asia, Canada & USA. Manulife’s 29000 employees and 53000 agents offers their clients a broad range of financial protection and wealth management products & services  Deployed Salesforce for HR across 12 countries within 4 months serving 25K+ employees supporting 7 languages  Enable 70+ HR agents to provide improved employee engagement, service & support  Provided quick & easy access to key employee information in Workday and ADP  Simplified employee self-service experience and improved case deflection
  29. 29. Shared services HR and IT service desk for 500,000 employees, partners, and vendors 500+ Level 1, 2, and 3 agents supporting 12 global service desks with centralized reporting capability Knowledge and queue management, workflow, and notifications Easy self-service ticket logging via web-to-case Kelly Services rolls out global service helpdesk “Going social has been totally transformational for us.” -Carl Camden, President and CEO
  30. 30. Financial planning industry leader with over $600B in assets Created system for managing recruiting process to grow team of 12,000 financial advisors that serve +2 million clients Designed, built, and deployed in only 7 weeks Rapid uptake including 45%+ mobile access Ameriprise Redefines Advisor Recruiting with Salesforce1 Platform “Salesforce fundamentally changed how our business leaders think about future and innovation.” -- Hanna Robbins, Director of Recruiting andAcquisition Operations
  31. 31. “Salesforce automated our workforce and has fundamentally changed how we handle recruiting at Morgan Stanley” Legacy, siloed employee and HR systems were hurting their ability to attract top talent Apps for HR including recruiting, vacation, tuition reimbursement, surveys, and employment letters Salesforce is the mobile agility layer for backend HR systems including Workday, Taleo, and Peoplesoft Cloud-first policy driving millions in efficiencies and productivity improvements Saved over $2.25M in efficiency and IT costs from switching to Salesforce Morgan Stanley Attracts Top Talent with HR Apps on the Salesforce1 Platform -- VP, Global Wealth Management
  32. 32. “Salesforce is revolutionizing the way we interact.” - David Baker, VP of IT Healthcare provider with 24,000 employees serving 1.6m patients with16 hospitals across 3 states Legacy intranet used by 1% of the company, leaving employees without critical information In 9 weeks, IT built a HIPAA-compliant employee Social Intranet for internal collaboration and project management Integrated with Sharepoint so now content can easily be shared and is accessible from any device 50 user “closed” pilot grew to 4000 users in 3 months due to ease of use and improved productivity St Joseph’s Boosts Employee Productivity with Salesforce
  33. 33. THE EMPLOYEE SUCCESS PLATFORM See in Action - Demo Employee Social Intranet Alumni Relations Internal Helpdesk Learning & Career Growth Recruiting Hiring Performance Management Onboarding & Self- Help Apps CommunityService THE EMPLOYEE SUCCESS PLATFORM
  34. 34. Thank You