Creating a connected, engaging employee experience

  • Employee Experience
  • Blake McConnell
  • Solutions
  • 2021
October 05, 2021

Employee experience: A man in a wheelchair writes in his journal and works on his computer.

The biggest business story of last year was how suddenly and completely the COVID-19 pandemic changed the ways we work and live. Organizations had to look at how they operate, adjust to a hybrid workforce, and further embrace digital transformation.

ServiceNow has been at the forefront of the employee experience awakening. As new challenges emerge, our platform is perfectly suited to respond quickly to market-shifting events so that your workforce can stay productive.

Improving business agility

Palo Alto Networks aims to make each day safer and more secure for its 80,000 customers in more than 150 countries. The global security organization deals with a range of regulatory requirements, so making changes and being agile can be complex. Its legal team had multiple systems of record and lacked a streamlined way to engage with employees.

The company turned to ServiceNow® Legal Service Delivery to organize and automate its processes, guided by three main principles: simplicity, transparency, and automation. Within a tight 12-week timeline, the enterprise replaced its existing tool and moved into ServiceNow in what its experience management director called a seamless move.

Reacting to changing business requirements

Uber Technologies turned to ServiceNow when reopening its more than 400 physical locations in 70 countries became a top priority. The first draft of the company’s three-phase return to the workplace was expected to take three to four weeks per site.

Instead, Uber worked with ServiceNow® Safe Workplace Suite to automate and streamline its approach. In two weeks, the company developed an application that protected workers and met changing regulatory requirements. That reduced Uber’s reopening time to only two to three days per location.

General Mills, which already used ServiceNow® HR Service Delivery for its 38,000 employees in 30 countries, got back up to speed quickly when it adopted the ServiceNow Safe Workplace Suite.

The organization gained visibility into the entire lifecycle of its employees’ COVID-19 cases around the globe and created new automations and reporting to make its return-to-workplace efforts more efficient. The mobile enablement also let the company reach employees no matter where they chose to work.

Transforming employee services across key moments

Dell Technologies found ServiceNow® Virtual Agent was a great fit when it wanted to create a chatbot. In the first quarter, Virtual Agent serviced about 50,000 chats. With 17 topics, Dell saw 47% deflection, which surpassed the company’s expectations. Interactions that did get transferred to a live representative received a 97% satisfaction rate by callers.

Global biopharmaceutical company Bristol Myers Squibb used ServiceNow® Enterprise Onboarding and Transitions to completely retool its digital onboarding experience. It created a combined portal on its Employee Service Center to provide one-stop-shop access to IT- and HR-related services and knowledge base articles.

Download our Employee Workflows Book of Knowledge to learn more about how you can create connected and engaging employee experiences. Whether you want to boost engagement and productivity, manage a safe and efficient workplace, or increase operational efficiencies, you’ll discover how other enterprises are using ServiceNow to keep employees in hybrid workplaces connected, engaged, efficient, and supported.

© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.



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