Happiness means money in Service Management. This webinar material give you real life examples of how our customers have succeeded to use employee experience with their ServiceNow to create business cases through productivity.

1. Happiness
means money
GRAB YOUR COFFEE, WE WILL START SOON.
Key takeaways
1. How to translate happiness into money.
2. Why employee experience is perfect for measuring
Digital Transformation projects enterprise wide.
3. Learn from real customer cases.
Pasi Nikkanen
Chief Product Officer
@pasinikkanen
@HappySignalsLtd
Session length 25 minutes

2. We change internal
services to focus on
employee happiness and
increased productivity.
Over 420.000
employees from
117 countries uses
HappySignals.
technology partner

3. Our CSAT
is 3,7, but I don’t
know how
services are
doing?
SLAs are
green, but
employees
are red.
Problems today.
Employees’
productivity isn’t
ServiceDesk’s
concern?

4. “If you measure SLAs, you will get green
SLAs, but that does not mean happy users.
If you instead measure user happiness,
that is what you get! HappySignals has
helped to shift the focus to the right place,
from SLAs to user happiness.”
Vesa Erolainen,
CIO of The Year 2016,
Metso, Finland

5. How much does a bad
experience cost?
1.

6. Happiness Scoretm
+40
Highest
Benchmark from 160.000 IT Incidents
+75 1.5h
Lost Worktime
6h
Lost WorktimeLowest
Go to http://happysignals.com/benchmark

7. Happiness
means
money
+40
1.5h6h
HAPPINESS SCORE
4.5h gap means
18.000.000€
Worst companies Best companies
+75
10.000 employees
80.000 tickets / year
50€ / hour internal price

8. Set your
annual
target.
15min
HAPPINESS SCORE
Equals business case of
1.000.000€
1.5h6h
10.000 employees
80.000 tickets / year
50€ / hour internal price

9. Digital Transformation
Not considered Service Desk’s focus, but affects
directly to the amount of volumes you receive and
channels being used.
2.

10. NowForum 2017, ServiceNow
How do you measure this?

11. Measuring Digital Transformation?
To increase Happiness in
Services you offer to your
Employees.
+54 to +69
Which leads to Employee
Productivity, the real benefit
of digitalization.
3h 40min to 1h 52min
~ 100€ / ticket saved.
Happiness
Lost Worktime
Real data,
but anonymized for privacy.

12. HappySignals
Do not measure just in
projects. Measure
experience all the time.
Consistent metrics, better cost efficiency and shows
unexpected changes as well.
HappySignals

13. Survey timing issue: Portal rollout Success
+10?
+30?
+20?
+50?
Trend is positive.
Real data,
but anonymized for privacy.

14. Change of Outsourced Provider example 1
Continuous neutral measurement is priceless. New provider would have their metrics, that they
have optimized for their services. Now they are compared directly to old provider and all feeling
based discussions can be ignored and focus on facts and how to improve.
Old provider. New provider.
Rollout in phases.
Real data,
but anonymized for privacy.

15. Change of Outsources Provider example 2
Switch
1
week
+70
Old provider did have a high
level of happiness.
New provider took an active role
in making sure they keep the
level customer had learned to
have.
After 1 week of switch they were
performing af the same level.
CIO was understandably very
happy, since IT team members
had expressed their concerns
before the switch.
Real data,
but anonymized for privacy.

16. Key benefits of Employee Experience as KPI
for Digital Transformation in enterprises.
• Gives you consistent feel of employee experience in
different services and different channels.
• No extra costs for measuring individual projects.
• Employees are neutral, they do not have personal agenda’s
like middle managers (sorry ;)

17. Case Examples
FROM OUR CUSTOMERS
3.
From feedback to real business cases and development actions.
Real data,
but anonymized for privacy.

18. Effect of
ticket
bounce
From 12.000
Feedbacks,
from 6 months.
50€/h internal
price used in
calculations.
87€
+ 23€
+ 78€
+ 30€
+ 106€
Real data,
but anonymized for privacy.

19. Using auto-assignment feature
87€
+ 23€
+ 78€
+ 30€
+ 106€
Additional costs of 2 steps
23€ + 78€ = 101€
Let’s target on auto-
assigning only 30% of 7890
tickets = 3156 tickets
1578 feedbacks in 6 months = 3156 feedbacks / year.
With 40% response rate = 7890 tickets per year.
Internal price for employee 50€/h.
Real data,
but anonymized for privacy.
This is the extra costs compared to
zero reassignments.
101€ * 3156 =
318.756€

20. ?
3.000
tickets annually
From feedback to business calculation.
We could see the case was about
“Account locked”, which was
metadata from customer’s
ServiceNow.
Does this happen often??
4h 21min
per ticket
50€ / h
internal employee price
3 h
Target: Saved via automation.
450.000€
Saved first year.
Real data,
but anonymized for privacy.

21. From service to channel optimization 1/3
You should automate this. Service which
has volume, but very good scores ->
Creates unnecessary small tasks, fills an
expensive channel and is something
people could do themselves.
But people are so happy!?!
Expensive!
Category
Real data,
but anonymized for privacy.

22. From service to channel optimization 2/3
When people complain about Phone, what are they saying?
Real data,
but anonymized for privacy.
It took 15min to get
through!
I had to wait a long time in
the queue and we had an
urgent network issues! This
time fortunately the whole
factory wasn’t closed
because of this. After
waiting 10 minutes I got a
really good service and the
person had good skills to
handle the case.
Automating or moving to self-service channel, some of the very
simple tasks, creates better experience in the expensive channel.
Easy business case.

23. Error would have not happen with self-service.
This probably created a 2nd ticket or user had to
reopen and it took twice the work from Service Desk.
From service to channel optimization 3/3
Real data,
but anonymized for privacy.
In the request I
mentioned only
about the wrong first
name, which was
changed. But you
need to also fix the
email address!

24. Takeaways
Happiness
translates into
money, when you
bring productivity
into the equation.
1.
Value of Digital
Transformation
projects can be
shown via
happiness and
productivity.
2.
Customer cases
show the actual
benefits of having
continuous
measurement in
place.
3.

25. Questions?
Pasi Nikkanen
Chief Product Officer
pasi.nikkanen@happysignals.com
+358 44 548 0000
@pasinikkanen - @HappySignalsLtd
Try demo at http://happysignals.com/try