Post on 21-Jul-2015
Transform HR & Employee EngagementConnect & 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
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Safe Harbor
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
RecordSystems of
Engagement
Open EcosystemComplete CRM Scalable Metadata Platform
Salesforce is the Customer Success Platform
SalesService
Marketing
CommunityApps
Analytics
THE CUSTOMER SUCCESS PLATFORM
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
Systems of record are not built for engaging experiences
But Offices are Still Running on Legacy HR Technology
Career
Site
Help
TicketsIntranet
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
Worldwide Epidemic of Disengagement
SOURCE: Gallup “State of the Global Workforce” 2013.
230K Employees in 142
countries
13%ENGAGED
24%ACTIVELY
DISENGAGED
63%DISENGAGED
Companies are Paying the Price for Poor Employee Engagement
Source: Gallup “State of the Global Workforce” 2013.
$550BLost 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
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 replacement 2x
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.
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
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
What if you could engage every employee, drive productivity & and retain the best
talent?
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
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
CommunityApps
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
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
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
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
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
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
Sample Vision: HR Employee Engagement Center (Agent View)
Personalized 360
View of
Employees
Seamless access
to relevant
knowledge &
HCM systems
Proactive &
guided support
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
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
Concierge AppOrg Chart App
Disrupt with Mobile HR Service & Employee Engagement
Apps
App Menu Social App
“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
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
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
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
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
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 and Acquisition Operations
“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
“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
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
Thank You