How Service Management Transforms Employee Onboarding

As a former HR executive and ServiceNow’s HR evangelist, I understand the pain of employee onboarding. In speaking with HR leaders about this, the same scenario plays out again and again all over the world and across all industries. A new hire shows up for their first day at work. They’re curious, excited and a little bit anxious. They want to get going – and that means having a workspace, badge, laptop, network access, phone, credit card and more. The employee’s expectations are high, so imagine their disappointment when nothing is ready. It’s a complete buzz kill – if day one looks like this, what other frustrations are just around the corner?

Inefficient, Error-Prone Manual ProcessesServiceNow_HR_Onboarding

Hiring managers are equally aggravated. Onboarding an employee may sound simple, but it’s incredibly complex and time-consuming. There’s no one place to go. Managers have to coordinate and drive onboarding activities, working with facilities, finance, HR, IT and other teams to make things happen. Hiring managers are completely dependent on these teams – in fact, 9 in 10 say that their productivity depends on the efficiency of the services these departments provide. However, because the onboarding process is manual and largely unstructured, activities inevitably get delayed or slip through the cracks – creating flurries of emails and last-minute fire drills.

Self-Service and Automation

It doesn’t have to be like this. Here’s an onboarding infographic that includes what it can look like from day one. By automating employee onboarding, HR organizations can unburden hiring managers and create a welcoming experience for new employees. With ServiceNow HR Service Management, a hiring manager simply accesses a self-service portal, selects what their new employee needs, and presses a button. ServiceNow then automatically distributes each activity to the right team – whether that’s HR, IT, security, facilities or finance. It tracks the status of each activity, reminds team members when they fall behind, and automatically escalates to HR management when an activity is stalled. ServiceNow can even completely automate repetitive tasks such as creating employee accounts or updating payroll systems.

This changes everything. There’s no need for hiring managers to engage multiple departments and send dozens of follow-up emails. They can see the progress of all onboarding activities in real-time on an intuitive dashboard, giving them better visibility and control over how their new employee will experience their first day. This drives massive increases in productivity for hiring managers, for HR, and for other service fulfillment teams. The hiring manager has full confidence that the newest addition to their team can begin making an impact immediately and is not concerned about not having the correct system access or a credit card for the business trip they need to make in the coming weeks.

A Single System of Engagement

I’m often asked whether ServiceNow replaces HRIS systems. It doesn’t – it complements these systems by giving HR a single reliable service framework for their employees. ServiceNow dramatically improves the HR service experience by eliminating inefficient, error-prone manual processes that rely on emails, phone calls and spreadsheets. It works seamlessly with existing HRIS systems, such as Workday, SuccessFactors and others. In fact, as I mentioned my previous blog, “How Does ServiceNow Work with HCM Systems?”, Workday uses both ServiceNow and Workday software to run its business – as does ServiceNow.

Dramatic Results

More than 250 HR organizations around the globe use ServiceNow to drive more engaging, efficient and accurate employee interactions. Here are just a few:

  • Envision Healthcare uses ServiceNow to radically improve the onboarding experience of new employees, and to make onboarding more efficient for hiring managers. See the Envision Healthcare video to learn more about their remarkable story.
  • Cars.com automatically initiates onboarding in ServiceNow as soon as an employee requisition is marked hired. ServiceNow saves them more than 1,300 hours of work every year, and 90% of all new employees receive everything they need on the first day at work.
  • Cox Automotive rolled out a complete ServiceNow HR Service Management solution in just 60 days, saving $150,000 on implementation alone. According to Cox Automotive, “With ServiceNow, we’ve been able to put in place a true tiered support model. Our service center agents now spend time listening to employees, rather than cutting and pasting emails and figuring out where to send cases.”
  • Yazaki, one of the world’s largest automotive component makers, used ServiceNow to reduce employee onboarding time by up to 80%, dramatically increasing accuracy and reducing rework.

ServiceNow is transforming the way HR gets things done. By empowering employees with self-service and automating fulfillment processes, it radically improves the employee experience and drives massive increases in productivity – both in HR and beyond.

Josh Bersin, Principal at Bersin by Deloitte, Deloitte Consulting LLP, sums it up nicely, saying that, “Employees around the world are overwhelmed with complexity, technology, and distractions at work. Solutions like ServiceNow that help simplify and streamline HR processes and reduce time spent on administration are critical to productivity, employee engagement, and retention today.”

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Jen Stroud
Jen Stroud is passionate about inspiring HR leaders to transform the employee experience and how work gets done in HR. She comes to ServiceNow from TeleTech where she spent the past 10 years in HR and most recently was the Executive Director of Human Capital Services. In this role, Jen led an enterprise HR transformation initiative, transitioning the company from a decentralized HR support model to a Shared Services operating model.

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