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Transforming the Employee Service Experience in 90 Days

Jen StroudChief HR Transformation Leader, ServiceNow

Donna Naomi WoodruffEnterprise Service Enablement Leader

HR Portal in 90 days

1898 - 2016

A History of Innovation and Change

$11B $7.4B $1.8B

Annual CAPG Spend

$1.3BTEAM

MEMBERS

34,000+In Transactions

Annually

$46BFACILITATING

UNIQUE VISITORSmonthly on

Autotrader.comand KBB.com

36M+Physical Locations in24 Countries

Serving

90+Countries

CARS SOLD In U.S. & Canada

3 4TOUCHING

of

5

Our Challenge

123K support requests

2500+ phone calls per month

28k calls annually

55 Employee Service Center (ESC) support analysts

2 centers

6

Business Partner Objectives

Address feedback from the Advisory Council Increase self-service utilization Improve reporting capabilities Support ESC metrics Promote personal touch

7

Support Center Maturity Model

Consolidation• Limited

technology• Central

resources• Reactive

support• Immature

process definition

Standardization

• Policies / Procedures

• Process Definition

• Technology• Key Metrics• Performance

Reporting

Optimization• Advisory

council• Technology

integration(s)• Service Level

Agreements (SLAs)

• Culture of accountability

• Rewards / Recognition program

Virtualization• Operational

agility/ scalability

• Technology automation

• Scorecards/ dashboards

• Customer strategy

• Multi-generational plan(s)

• Customer adoption metrics

Standardization

• Policies/ procedures

• Process definition

• Technology• Key metrics• Performance

reporting

8

1. “Configuration over Coding”: Keep it simple, consistent, and repeatable when designing and developing solutions on the platform.

2. Focus on technical excellence through consistent taxonomy and leverage the principles of ITIL where appropriate.

3. Always consider a great user experience and usability.

4. Escalate early and often to remove obstacles to progress.

5. Measure success

ServiceNow Manifesto

BeforeAfter

Automated Ticket Creation &

Assignment

Inputs from Self-Service Portal and Calls

Tier 1

Tier 2

Tier 3

90 Days: A Closer LookWk.1

Wk.2

Wk.3

Wk.4

Wk.5

Wk.6

Wk.7

Wk.8

Wk.9

Wk.10

Wk.11

Wk.12

Wk.13

Wk.14

Wk.15

Wk.16

Planning

Process Workshops & Prototyping

Focus Groups Development

Testing

Train Trainer

sESC

Training

Soft Launch

Go Live Support

11

Cox Auto Service Station Commercial.mp4

Robust HR Service Catalog

Repeatable Workflows & Escalations

14

Feedback

15

Aspirational

Start

Tier 1

Tier 2

Tier 3

End

16

Reality

16

ESC operational transformation not fully complete

Symptoms: Users wanted to

interrupt the workflows

Users wanted to be assigned to all assignment groups

17

Actual Maturity Model of the Support Center

Consolidation• Limited

Technology• Central

Resources• Reactive

Support• Immature

Process Definition

Standardization

• Policies / Procedures

• Process Definition

• Technology• Key Metrics• Performance

Reporting

Optimization• Advisory

Council• Technology

Integration(s)• Service Level

Agreements (SLAs)

• Culture of Accountability

• Rewards / Recognition Program

Virtualization• Operational

Agility / Scalability

• Technology Automation

• Scorecards / Dashboards

• Customer Strategy

• Multi-Generational Plan(s)

• Customer Adoption Metrics

Standardization

• Policies / Procedures

• Process Definition

• Technology• Key Metrics• Performance

Reporting

Simplified Workflow Design

How did we respond?

Remove the current workflow automation

First level routing based on Portal Item only

Manual reassignment (flexibility)

19

Consumerizing the Experience: Automating Onboardingand Access

Cox Service Station OnBoarding Commercial.mp4

20

Scorecards and Dashboards

21

Helping Acquisition Transition

22

Awareness Digital Signage

Road Shows

Road Shows

23

24

25

Escalations to Cox Enterprises Instance

Automate Remaining Manual HR Forms

27

Automated Bridge Loan Requests & Approvals

28

Coming Q1 - 2017

29

Key Takeaways

29

Dedicated Project Team (Business and Technology)

Observe and assess Business Operations Co-location is critical (if possible) Less is more (SLAs, simple workflows, etc.) Prototype to visualize Involve (engagement), Integrate

(commitment), Inform (awareness)