In this globalized and dynamic work environment, the need for HR to be an active strategic partner in the overall business is mandatory and business leaders are investing more to transform HR. A survey by CareerBuilder confirms this fact and states that, “73% of CEOs feel that HR have a foremost input to the overall business strategy”. To skyrocket enterprise efforts in this process, ServiceNow has been offering innovative solutions to transform HR's role. Here is a 4 point formula for best-in-class solutions for HR Service Management.
1. Adopt a Global Employee Service Center
Most organizations across the globe make it challenging for HR teams to handle even the simplest tasks, as information and management systems are incongruent. Because of this HR teams are forced to manage high volumes of emails and phone calls requesting resolutions. The overhead grows with each new employee. Here, ServiceNow can help HR teams streamline and consolidate these discrete HR systems and services with the implementation of robust global HR case management and employee service center. This will enable HR to unify the entire HR technology infrastructure stack which creates:
- Higher user satisfaction levels
- Tailored usage experiences to employees
- Faster and smarter workflow capabilities
- Transparent view of service flows and relationships with other departments
2. Develop "Knowledge Culture” Ecosystem Across the Enterprise
Increase the skill level of your employees by availing the right knowledge at the right time is key to the growth of any company. Especially in the case of field agents, the need for the right info is critical. To solve this, HR teams should maintain a knowledge culture within the company. ServiceNow’s Case and Knowledge Management provides an ecosystem to achieve this. ServiceNow supports HR to customize and then standardize documentation and employee interactions.
Knowledge management permits HR to add some thousands of articles to its knowledge base, which can be accessed by the users (through the service portal, chatbot or search) or can be suggested to users, either to let users solve issues on their own or to suggest as part of skill empowerment. This way:
- HR efficiency is improved
- HR no longer deal with the hectic manual resolutions
- Transforms HR to be a strategic partner of business logic
- Improved employee-to-organization relations
- Improved employee experience index
3. Evaluating Performance Isn’t All! - Watch Out for Trends
Most HR teams assume that solving requests is the only parameter for success. Just solving requests isn’t enough to become an HR HERO!
Enterprises hold huge data in silos and keeping it passive is not what this data is intended for. It is important to know how to use this data in order to foster efforts in achieving business goals. ServiceNow HR services makes use of Performance Analytics to analyze the enterprise data to generate reports that voice various employee behavioral trends. The analytics can be leveraged to advance and optimize the service delivery, fix bottlenecks in service delivery to expand the competency across the entire shared services in the enterprise.
These analytics enable HR teams to understand employee trends. These trends help HR teams precisely locate and fix issues in service delivery and operational efficiencies. Also, to organize resources and services to drive continuous improvement and keep efforts it in line with business objectives.
4. Drive Consumerized Experiences to Employees
Over 75 percent of reasons employees leave could have been prevented by the employer."
It is employees who bring clients, so organizations must realize that an employee is the key competitive edge in this business environment. So, employee experiences should be given equal importance as the consumer experience. This is the reason why the significance of experience-as-economy increased. Though enterprises are planning to implement this change, their HR legacy HR systems and models are holding them back. Dynamically varying user trends (like smartphones, messaging platforms, and social media) and BYOD, has further increased the need for enterprises to deliver same service experiences across various platforms.
Also, with fear of the risk and cost associated with the migration process, enterprises forget the fact that the risks and losses due to not migrating are much higher than migration costs. Moreover, not migrating from legacy HR systems can cost you business opportunities, employee trust, and even raises questions on business survival in this competitive environment.
To match up the dynamic needs of the modern workforce, adopting ServiceNow shared HR service model enables enterprises to conduct smooth and secure migration from legacy HR models to a robust HR model. The user can avail services 24/7 from various gateways like a mobile app, chatbots (text or voice) and service portals. ServiceNow HR model comes with the best and most innovative industry practices to ensure better measurability while offering consumerized service experiences.
This automated ServiceNow HR management solution eliminates the need for various 3rd party platforms and manual tasks while providing deep understanding into unique employee needs based on various demographics.