With ServiceNow you can consumerize the employee service experience and provide employees quick and easy access to the HR services they need.
It provides employees access to relevant and personalized information on polices and procedures so employees know what options they have and what action they need to take.
Employees are guided to the right systems and departments, making it easy to navigate to exactly where they need to be
And, if they have a question, they can access more high-touch help when needed.
We will show you how ServiceNow can be the single place employees go to start when they need HR service.
New Hire Expectations – The positive experiences we enjoy with Amazon and other online retailers—as well as the simple-to-use interfaces offered by mobile phones and other digital devices—have raised expectations in the workplace. We want our work apps to be just as user friendly, and we don’t want to have to search multiple locations to find the information we need.
Manual Processes – At many companies, much of the onboarding work is done manually. Data is collected from multiple sources and managed with spreadsheets, and coordination among departments is done via email and phone. This is not only inefficient and time-consuming, but it can be frustrating for HR and other organizations, as well as the new hire, especially if balls get dropped and deliverables fall through the cracks.
Multiple Systems and Departments – HR drives the onboarding process, but other departments like IT, facilities, and payroll play critical roles, each typically using its own system. Without a single system of action, orchestrating onboarding activities among all the contributing departments is time-consuming and extremely challenging.
Limited Visibility – Because data is often spread across multiple systems and/or stored in spreadsheets, HR does not have real-time visibility it needs to track the progress of individual onboarding projects or measure overall performance—and that makes it difficult to identify areas for improvement.
The primary focus for this initial implementation was to migrate off of our custom application and be the first customer to implement the product so that we could provide rapid feedback to the Product Team.
Implementation challenges: New approach for project team – “out of the box” with minimal customization Legacy implementations Aggressive timeline
Aggressive timeline imposed on us so we could give that rapid feedback to the product team. We limited our scope (MVP) and took an untraditional approach with our Hackathon.
Faster time to productivity And, onboarding isn’t just more efficient–it’s also quicker. For instance, we’ve accelerated provisioning of IT resources for new hires by 94%. That has a direct impact on the new hire experience, cutting provisioning time from three days to a few hours. New employees have what they need right away, making onboarding smooth and enjoyable. And this means that they come up to speed more quickly, since they have instant access to all the resources they need to get familiar with ServiceNow and become productive contributors.
More efficient and fulfilling work This automation has delivered major efficiencies—and it’s also boosting team morale. According to Danielle, “We’re saving 4,000 hours a year in onboarding effort. That means we’ve been able to scale our recruiting and onboarding efforts without having to grow our team. And our recruiting team is much happier. Before, they were frustrated because they were bogged down in mundane administrative work. Now, they can focus on attracting and hiring the best talent, which is what motivates them.”
Employee Onboarding Satisfaction “Our employee portal gives new employees a personalized self-service portal where they can find the information they need and complete their onboarding activities. Instead of having to cope with a deluge of emails, everything they need is just a click away. And if they can’t find what they want, they can ask for help right in the portal. Our new hires love it. That’s why we now have 86% employee onboarding satisfaction,” says Danielle.
4,000 Hours Saved per Year by Automating Onboarding Activities: Minutes saved per onboarded employee = 107 (30 minutes for HR, and 77 for IT) 2,232 employees onboarded in 2017 x 107 minutes per employee = 238,824 minutes per year or 3,980 hours per year, rounded to 4,000
86% Employee Onboarding Satisfaction: On average, employees give their onboarding experience 4.3 out of 5 points. 4.3 / 5 X 100 = 86%
$325,000 Saved per Year in HR Service Delivery Costs: 3,980 hours saved per year (see above) / 2080 hours per employee per year x $170,000 per employee per year (fully loaded) = $325.288, rounded to $325,000
Lessons learned Create clear up-front requirements “Get your requirements documented and prioritized early on. We wanted to deploy quickly, so we limited the scope by focusing on the HR, IT, and facilities tasks in the first phase. Define what success looks like - understand baseline, project timelines, goals & priorities – to define your Northstar – for us this was MVP release, migrating off of legacy applications / 80/20 rule helped!
Tap into out-of-the-box capabilities First, it's important to familiarize yourself with the application. We wanted to take advantage of its out-of-the-box capabilities, rather than just continuing forward with our previous approach. We arranged for a product overview and demo sessions. That way we could see the full potential of the solution and how we could apply this to our onboarding processes.” Early Education – request demos, attend webinars, read product documentation, get a demo instance - anything to get familiar with the technology early on – this will help with requirements gathering, implementation, etc. Resist Customizations - resist the urge to overengineer, customize – it’s harder to scale, and every upgrade it will require more effort from your team, can’t take advantage of new releases
Communicate early and often Stakeholder management - even if they won’t be included in initial release, identify stakeholders, and communicate early AND often Change Management - start early! As HR – ensure cross functional change management - all teams are trained/up to speed, loop them in at end of UAT
The New Hire Onboarding Experience at ServiceNow
Now on Now
Modernizing HR and the
New Hire Onboarding Experience
Director, HR Product Management
Sr. Manager, HR Business Systems & Applications