ServiceNow makes the employee experience more efficient

Our own Holly Sheppard examines the employee experience both with and without ServiceNow… there’s a clear winner

IT has become more important than ever for organisations. When the pandemic hit in 2020, many of us had no choice but to begin working completely remotely, accelerating the need for efficient processes to enhance the overall employee experience.

The ServiceNow platform is uniquely positioned to support an organisations employee experience initiatives due to its suite of applications across IT, HR, and Facilities to name a few.

Traditionally, the process of employee onboarding is staggered, often delayed, and not a smooth operation.

Onboarding is one of the first points of contact that a new starter has with their organisation, so this should be a process that companies emphasize getting right and providing a great experience. Without streamlined onboarding processes, employees may feel disconnected and disengaged with their new role before they even begin.

Through the introduction of ServiceNow employees will benefit from the following:

  • granted autonomy in the onboarding process
  • provided with personalized dashboards that organise key tasks, such as selecting their IT equipment as well as uploading a P45 statement, by priority into to-do lists.
  • these are updated as tasks are completed to ensure that no detail is missed and new starters can receive and provide all the required information and documents

With hybrid working becoming the “new norm”, onboarding now includes distributing equipment and accessories for employees’ “work-from-home” setups. With ServiceNow’s IT Asset Management, organisations can keep track of what equipment has been given to which employee and the asset’s primary location. Furthermore, the Employee Center offers a single portal where issues with equipment, such as a broken keyboard on a laptop, can be raised.

Additionally, ServiceNow also supports integration with Microsoft Teams, allowing employees to get help through the Virtual Agent directly and also access the Employee Center without having to leave Teams. Having one centralised location to report any issues and access direct help ensures an engaging employee experience.

One of the biggest struggles that organisations face is retaining talent. Keeping employees engaged with their job roles can be made easier with the use of ServiceNow. For example, employees and their managers are able to create and manage employee journey accelerators within the Employee Center. These plans can be used for a variety of purposes, e.g. goal setting, mentoring, and arranging introductions to members of their new team.

New starters often struggle to feel heard and valued within their organisations – how often are they given the opportunity to give feedback on their initial experiences? ServiceNow provides functionality that allows organisations to schedule surveys to be sent out to employees to receive feedback. Once the organisation receives the feedback from the surveys, this can be collated into graphs which can be stored within a dashboard. Organisations can then act on this feedback and make improvements accordingly, resulting in a greater employee experience.

Issues with retaining talent can often arise from employees feeling overworked. And those with a new work-from-home culture can struggle with workload visibility; managers may be unable to keep track of the work that their teams are currently assigned.

Work overload is easily avoided with ServiceNow. The automation that ServiceNow HR products offer removes labour-intensive and manual tasks and allows HR agents to be more productive and gives them more time to invest elsewhere within their role/the organisation, such as attending training to upskill.

With ServiceNow’s Manager Hub, managers are able to:

  • effectively monitor their teams’ tasks and workloads.
  • improve communication with their team by instantly responding to requests and tasks needing attention.

Having more efficient tools like this will not only improve the employee experience but also provides benefit to the organisation, such as a higher ESAT (employee satisfaction) score, which could aid in attracting new talent.

Want to find out more about how ServiceNow is uniquely positioned to support your Employee Experience agenda? Contact our experts.


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