8 Enterprises Show How It’s Done
Transforming HR and Employee Experiences:
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Insurance
Oil and Gas
Healthcare & Life Sciences
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Transforming HR and Employee Experiences: 8 Enterprises Show How It’s Done
Discover how Deloitte and ServiceNow are helping organizations across industries transform their HR organizations for an enhanced employee experience.
Consumer Packaged Goods case study
• Insurance
• Heathcare products
• Healthcare provider
• Pharmaceuticals
Financial Services
Consumer Packaged Goods
Retail
Introduction to Case Studies
responding, collaborating, engaging externally, and integrating digital and machine technologies. That’s where Deloitte and ServiceNow can help. Together these partners are enabling the new world of work with HR transformation for some of the world’s largest organizations in all industries — from healthcare to retail and from financial services to consumer packaged goods. Deloitte and ServiceNow are ensuring that clients achieve business outcomes by combining Deloitte’s deep knowledge of human capital and consulting expertise with a holistic, end-to-end digital workflow platform from ServiceNow. HR transformation is about more than simply automating processes, which solves some issues but doesn’t provide a connective tissue across the enterprise.
Prepared for the New World of Work
Nobody understands the new world of work like Deloitte. And nobody is better prepared to help create the reimagined workflows enabled by the ServiceNow platform. Together, Deloitte and ServiceNow can rearchitect work — creating a better future for everyone.
A combination of trends has accelerated the need for HR transformation. Cloud adoption, the digitization of processes, and the distributed workforce in response to the Covid-19 pandemic have caused many human resources departments to struggle to provide both excellent service and rewarding employee experiences. However, traditional HR processes — siloed, legacy, and linear — simply aren’t sufficient considering all the changes that have occurred, and especially with regard to the hybrid work model, where some individuals will continue working from home, while others return to onsite facilities. Effectively managing workers across these parameters in today’s new world of work requires active listening,
Transformation must be about reimagining how work gets done, delivering material improvements in revenue, cost reductions, and higher job satisfaction. Find out for yourself by exploring the customer success stories in the following pages, including the results achieved by enterprises in several industries.
In short, the company was adding to its technical debt when the overall objective was to reduce it. Solution: Aligned its cloud-based HCM solution with ServiceNow By aligning the HCM solution with the ServiceNow platform, the CPG company was better positioned to provide workers with end-to-end holistic processes to enhance their experiences — starting with onboarding and continuing throughout their careers. Key outcomes: • HR service delivery now self-directed and user-friendly • Increased employee satisfaction, which can be tracked and measured
A unified package: A consumer packaged goods [CPG] organization implements holistic HR platform
Customer: Large-scale consumer packaged goods supplier Major pain point: Fragmented solutions, some modernized, others legacy — lacked integration The CPG organization had selected a cloud-based, human capital management (HCM) solution and had previously adopted a software-as-a-service application that provided a self-service and case management portal. However, stakeholders realized that this dual solution did not fulfill their HR transformation goals and required too much customization.
• Increased efficiency of HR personnel to support transactions and, in turn, ability to focus on higher-value activities • Employees can access HR services 24 x 7 — through mobile, chat, or web channels
Read the full story and how they did it
The CPG company is better prepared to deal with human capital management across a diverse group of business units and can move with greater agility than its competitors.
Many processes required manual intervention from HR personnel, which added costs and took up a great deal of time. Solution: Deployed the ServiceNow cloud-based solution for employee engagement and HR case management The new HR system provided an enhanced experience for employees. It is easier for employees to find the information they previously had to ferret out. The knowledge base includes the employee’s region, business unit, and individual situation, so it can tailor the information it presents. In addition, moving from on-premises HR software to a unified platform in the cloud has provided benefits. For example, the new system is much simpler and less expensive to manage, in large part because there are no facilities, cooling equipment, or servers to maintain.
Modern HR: Financial services company unifies employee HR experience
The company wanted to provide a modern employee experience that would make it easy to find relevant information and use self-service functionality for most routine HR activities.
Customer: Global financial services organization Major pain point: Legacy HR infrastructure prohibited employee engagement and efficiencies A much larger IT vendor acquired the HR platform the organization had deployed and, over the years, the HR platform became less strategic to that vendor, which resulted in reduced investment in new features and functionality. The system had fallen behind, leaving the financial services provider with an HR technical infrastructure that was low on the digitization maturity scale.
Key outcomes: • Self-service portal provides employees with one-stop shop for HR services • Knowledge base is personalized for individuals • Cost efficiencies achieved with simpler maintenance and management • HR leaders now able to track and manage agent workloads
Solution: Expanded ServiceNow platform from existing IT use to include HR ServiceNow powered an intuitive portal with self-service and a personalized knowledge base that integrated with Workday. It provided an additional connection point to the insurer’s outsourced providers and acted as a modern, end-to-end digital HR solution. Key outcomes: • Portal enables employees to find answers in three clicks or fewer • Modern portal increased employee use of Workday • Collaboration and transparency for HR teams with integration of case management system • Time and cost efficiencies through automation and self-service functionality
Global insurance company undergoes comprehensive HR digital transformation
Because case tracking and management immediately provide the full history of an employee’s cases to HR personnel, they can offer employees more efficient and effective support.
Customer: Multinational insurance company Major pain point: HR systems fragmented across regions, lack of global case management capabilities HR managed cases via multiple spreadsheets, which made it difficult to find and share information. There was little consistency and connection across HR services, making it nearly impossible for HR and employees to track case status. After an employee made a request, it would disappear into an informational black hole until there was a resolution.
Solution: Implemented ServiceNow HR Service Delivery platform The solution provided case management, knowledge management, and an employee service center portal. A persona-based design enabled the HR technology systems to accommodate different personas within the company to meet specific needs across the enterprise. Key outcomes: • Established an intuitive, easy-to- navigate employee portal with self- service functionality • Calls to the HR support center decreased more than 50 percent • Streamlined HR’s catalog of support services from 250 to 32 • Employees and HR now able to track individual cases
Transformed HR experience provides multiple benefits for healthcare products organization
With a new, digital HR and employee experience foundation, the organization now has an efficient, nimble system to meet the coming talent challenges and to build on its success to further improve the employee experience.
Customer: Multinational healthcare services, pharmaceutical, and medical products company Major pain point: Using a legacy system that slowed HR’s capabilities HR personnel were overwhelmed. The company was using a legacy IT ticketing system that had not been built for HR functionality and lacked the capabilities to handle sensitive legal issues. Plus, the volume of requests was growing so rapidly that the organization had to hire additional HR personnel to keep up with employee demand.
Deloitte and the organization constructed an employee portal, which is tied to rich case management at the back end. A companion knowledge base was created, comprising answers to frequently asked questions, operational documents, job aids, quick reference guides, and commonly used forms such as employee evaluations and government documents. Key outcomes: • Employee queries and requests fulfilled faster with self-service portal • HR case volumes decreased • Case management system enables tracking of performance and service- level agreement metrics • Integration of HR portal and Workday helps assess HR workload and provides accountability
Knowledge portal gets healthcare employees exactly the answers they need
The project was so successful that elements were also expanded into the finance and supply chain organizations, enabling specialists to access needed information in Workday without writing complex queries.
Customer: Regional healthcare services provider Major pain point: Lack of a technology solution for HR Imagine working in a human resources department that has to field questions from almost 20,000 coworkers across multiple states, using nothing but email and the phone. That was the challenge facing a Midwest healthcare provider in early 2020. Solution: ServiceNow shared services platform
The platform offers knowledge management and an employee service center — essentially an HR portal — that makes it simple for employees to find personalized information. It enables self-service for routine tasks, such as a change of address. Also, the new platform provides multiple ways for employees to request help, whether through phone, chat, virtual agent, or email. Key outcomes: • Use of employee portal has soared • HR fields fewer calls • Agents able to quickly deliver high- quality HR service to employees • Knowledge base and case management are easily navigable and intuitive
Simplified and streamlined: Pharma organization transforms HR and the employee experience
Because the unified portal is the fastest way to get information and resolve routine issues — employees can even gain access via their mobile devices — employees typically go there first rather than making direct requests to HR.
Customer: Fortune 500 multinational pharmaceutical company Major pain point: Fractured, legacy HR structure due to merger and acquisition They lacked a central information hub for new hires and existing employees. Also, there were only two methods for help requests: Employees either sent an email to HR and waited for a response or they called a phone number and waited on hold for an agent to respond. Solution: Designed and deployed ServiceNow Human Resources Service Delivery platform
Solution: HR digital transformation with ServiceNow ServiceNow provided an end-to-end digital experience by enabling intake, movement, and measurement of employee interactions via a unified HR portal and case management solution. Deloitte designed the custom portal to include employee campaigns, knowledge articles, virtual agent chat, and a service catalog to drive self-service functionality. Key outcomes: • A reduction in service center calls, thanks to virtual agents • A consistent, consumer-grade employee experience in a global, unified platform • Improved HR workflows for end-to-end case tracking and management • Rapid insights and data availability for decision-makers
Energy company transforms HR for unified processes and user experiences
The HR organization needed a modern redesign along with modern technology to meet modern challenges.
Customer: Global oil and gas company Major pain point: Legacy HR processes and technology The company had more than 25 separate HR portals, without a unified process or single place for employees to go for additional information. Plus, the fragmentation made it difficult to obtain reports and reliable data for decision-making and setting workforce strategy. There was no single source of HR truth. In addition, the culture itself was resistant to change and to adopting agile methodologies.
with the Workday platform as the primary system for transactions and data, and ServiceNow delivering a robust knowledge base for direct access to HR information and support in decision-making, process and workflow orchestration, case management, and automation. Key outcomes: • Fluid, streamlined employee experience via self-service, chat, and/or phone • Ability to track and measure HR services provided • Automation has increased HR efficiencies • Reduced employee case handling time for increased employee satisfaction
Major retailer elevates the workforce experience
HR professionals appreciated that they could now make data-based decisions much more easily. Overall, the number of systems and hand-offs was reduced, as was the time involved in end-to-end completion of those processes.
Customer: Major global retail organization Major pain point: HR systems sprawl The organization needed to replace multiple HR systems, some of which had been built internally and others acquired from technology vendors. That sprawl of HR systems created fractured HR processes. Many processes were manual and, in some cases, even isolated within individual stores or business units. Solution: Integrated ServiceNow and Workday The retailer’s solution, designed and implemented with Deloitte Consulting, includes a highly integrated approach,
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