Theresa Ludvigson

Sr. Director, Global Onboarding

tludvigson@salesforce.com@tludvigsin/tludvigson

Onboarding ReimaginedHow we use Culture + Technology to Deeply Engage New Employees

PurchaseRecruiting

AttractionEmployer Brand

ExperienceEmployee Success

AdvocacyEmployee + Alumni

AdoptionOnboarding

LoyaltyRetention

Build success at every stage of the employee journey

"Salesforce, you have a magical brand –you need to make sure the onboarding experience matches that incoming

employee expectation.” Geoffrey Moore, Author “Crossing the Chasm”

“Houston, we have a problem.” – Jim Lovell, Apollo 13 Astronaut

From: John Smith >To: Alex Thorpe >

Bill Jones resignation

April 29, 2014 at 10:45 AM

New world record. 1 day. I never spoke to this candidate during the hiring process so I don't really know him. From what I can gather from his manager, Bill had all kinds of problems with his laptop on his first day and got locked out.

I think he got so frustrated he just quit . . .

Our Strategy?Culture + Technology = Engagement

Foster a culture that helps us hire and retain the best talent

“The business of business is to improve the state of the world.”– Marc Benioff

Our new app-centered world is changing our expectations

Event-based Crowd-sourced Social Data-rich

Big ?: Why can’t work be more like my personal life?

The world OUTSIDE work has changed . . . The world INSIDE work hasn’t!

Our Strategy in Practice

New Hire

Community

Reimagine onboarding to successfully integrate new hires

Service Cloud Built on the PlatformMarketing CloudBuilt on the Platform Community Cloud

Provisioning

App

New Hire

Journey

Mobile

Service App

Learning

Paths

Our results show we are moving in a positive direction

94%New Hires

Onboarded Successfully at Day 90

(Up from 76% Exceeds our 90% Goal)

4.6New Hire

Day 1 Experience Overall Rating

(Up from 3.0Exceeds our 4.5 Goal)

96%New Hire

Provisioning App filled out on time

(Up from 64%Goal of 95%)

Automate onboarding with new hire success email journeys

• Smart: Powered by Marketing Cloud = Right message at the right time

• Automagical: Drop new hires into Journey at T-7 and it runs for 1 year

• Measureable: Open rates and clicks

• Fun: Conversational tone = “I feel like I have a friend.”

A deliciously #snackable flow of content

90% Open Rate in the first year

“Thanks for this and all the emails about various new hire topics. Your timing is great too btw. Not all at once and good sequencing.”

– Tyna Chua, Sr. Consultant

Use V2MOM to drive transparency and alignment

What do we want to do?

What is important to us?

What could get in our way?

How will we do it?

How will we measure success?

Vision

Values

Methods

Obstacles

Metrics

Rolled out in top 20 locations

Day 1 Around the World – Consistent New Hire Messaging

Ensure every new hire—in every role and

location—experiences a smooth, engaging

Day 1 Program that accelerates their time to

productivity and ensures they feel a part of our

“Ohana” from the get-go.

Includes: Provisioning, Our Ohana Value,) interactive

games and Aloha storyteller

Provide hubs/regions leads with ‘Day 1 in a Box’ kit

Day 1 Remote webinars also available

Host bi-weekly syncs with onboarding volunteers

4.85Overall

Experience Rating (Up from 3.0 & ahead of Goal of 4.5 out of 5)

Aloha Ambassador Program: Only the best touch the rest! Network of Culture Champions volunteer to help successfully onboard new hires

WHO:

• Selected from Koa Club members and other passionate employees – these individuals have a proven track record of success and demonstrate a strong desire to onboard and instill our culture and values with our rapidly growing Ohana.

WHAT:

• Aloha Ambassadors are integral part of supporting our Day 1 and Becoming Salesforce programs. Responsibilities include:

• Day 1 Program Facilitators and Greeters

• Becoming Salesforce Campground staff

• New Hire Experience VTO leads

• Aloha Storytellers

Exclusive Icon, Swag

& Kudos

700Aloha Ambassadors

(At locations worldwide)

Becoming Salesforce – 1 Day

Culture Immersion

Exec Keynotes Volunteering

Interactive Learning

Happy

HourCamp

Ground

Immerse new hires in our culture with a full day experience

We incorporate the latest technology to WOW! our new hires

White Glove Onboarding Experience

Becoming a Salesforce Executive

OhanaCommunity Plan Specific

Online Platform for New Executives

Customized 90 Day Transitions

Functional and Role Training

Sponsorship Program

Supported

Team Work and Trusted Culture

4.5 Overall

Experience Rating

Trailhead in Day 1 and Beyond

New hires exposed to interactive learning trails from their first day at Salesforce

Cultivate Equality and Chatter Basics

NEW! Becoming Salesforce Trail

Every New Hire has a Trail Guide

#SalesforceOhana Support

Trail Guide

Hiring Manager

because onboarding is a team sport!

Place

Image

Here

Calendar based

Qualitative

Employee eyes only

Developmental

Real-TimePeer-to-Peer Feedback

Place

Image

Here

5 Qs monthly

1-4 scale + comments

Anonymous (for 3+ teams)

Visible to Management

My ManagerUpward Feedback

Place

Image

Here

4 Qs monthly

1-4 scale + comments

Non- Anonymous

Visible to Management

My TeamDownward Feedback

Place

Image

Here

Summary of recent

feedback

Cumulative MCS/ECS/PCS

Monthly Graphs

V2.0-> Trailhead Links

MeFeedback Summary

Place

Image

Here

4 Qs monthly

1-4 scale + comments

Top 5 peers &

Confidential

Visible to Management

My PeersPeer Check-In

Create a culture of feedback that is real-time, multi-directional

Crowd-sourced, scalable new hire support One-stop shop of onboarding resources.

New Hire Success Community

Easy access to Ongoing Onboarding Support

New Hire Success Landing Page

14,000+Members

(At locations worldwide)

Still have questions? Ask Concierge!Concierge is our go-to app for ES, Information Technology (IT), payroll, and other workplace-related questions. It’s available on Aloha (SSO) and Salesforce1.

Desktop Mobile (Salesforce 1)

Employee Mobile Apps = An experience new hires expect

Community Concierge Org Chart Social Sharing

96% of get equipment,

access, and

space on Day 1(up from 64%

exceeding goal of

95%)

4.6 out of 5 star

rating on Day 1

Experience(up from 3.0

exceeding goal of 4.5)

30% decrease in

New Hire

Help Cases

Results of Our Onboarding Transformation

94% say successfully

onboarded

at 90 days (up from 76%

exceeding goal of

90%)

We social advocates of

Questions?