How ServiceNow and Microsoft Teams improve the employee experience

Today, employees are consumers of the workplace. Just as companies compete for customers, they compete for candidates and to retain their existing workforce. 

Employees want a sense of belonging and to feel engaged in their everyday work. When employee happiness and engagement is lacking, it impacts the satisfaction and quality of work—and could mean missed business growth. 
 

[Transform employee experience.]

According to Gallup, highly engaged business units can result in: 

• 23% greater profitability
  
• 10% higher customer loyalty 
  
• 18% more in sales 
  

Because of this, the focus on employee engagement and satisfaction continues to grow. At the root is the desire for simplified workflows that allow employees to solve common everyday problems quickly on their own. That way, they can get back to actively contributing to business goals, where they feel most engaged. 

Together, ServiceNow® workflows and Microsoft Teams provide a modern and simple user experience. By optimizing workflows for IT, HR, facilities, and other departments, you can save employees time and frustration—and improve collaboration, productivity, and employee satisfaction.

Work from anywhere

The pandemic spurred a rapid shift to remote and hybrid working. With more employees working from home, there’s a need for easy access to virtual agent support without requiring employees to call, send emails, or visit in person. The ServiceNow Virtual Agent does exactly that. 

Powered by natural language understanding (NLU), Virtual Agent simulates an in-person service desk experience from anywhere. The result is a simplified workflow where employees can self-serve for the most common issues and questions. Using the integration between Microsoft Teams and ServiceNow, employees can: 

• Automatically resolve the most common IT request and HR tasks.
  
• Quickly receive answers to frequently asked questions.
  
• Seamlessly access a live agent for more complex issues.
  
  

Meet employees where they are 

When there are pain points in the existing workflow process, it’s important to meet employees where they are—and avoid adding fuel to the fire. 

“We didn't want to spin up a whole bunch of new technologies that they had to learn,” explains Dave Hellman, director of IT service management at Levi Strauss & Co. “We wanted to put it in their hands. That meant leveraging things like Microsoft Teams, that meant leveraging our corporate intranet, and that meant leveraging ServiceNow.” 

With 145 million daily active users, nearly twice as many as at the start of 2020, Microsoft Teams has become second nature to most of us in the virtual environment to connect and collaborate. So, rather than having employees go elsewhere for IT and HR support, why not bring the support to them? 

ServiceNow’s integration harnesses the familiarity of the Microsoft Teams platform and tools, smoothing the employee experience and taking collaboration and conversations to another level. 

Work better together 

The multifaceted makeup of a good employee experience requires easy-to-use, accessible, and simple processes. It’s not enough to develop a workflow that meets one of these requirements and not the others. 

When businesses commit to improving employee experiences through simplified workflows, they often see an increase in Net Promoter Score® (NPS) and Customer Satisfaction Score (CSAT). The results from ServiceNow Virtual Agent and Microsoft Teams customers show a shift in employee satisfaction and business efficiency. Our on-demand customer sessions from Knowledge 2021 highlight these benefits:

• Itau Unibanco saw an 87% improvement in NPS and achieved a 40% reduction in IT tickers per month. 

• Levi Strauss saw its CSAT move to 100% for the very first time in more than 14 years due to improved trends in call volume SLAs. 

• Heineken found it 2x faster for employees to create tickets using Predictive Intelligence. 

• Integrating Microsoft plus ServiceNow in your workflows and processes can improve business value.

The partnership between ServiceNow and Microsoft makes this seamless experience possible. By combining employee comfortability, collaboration, and communication in Microsoft Teams with the predictive intelligence and AI capabilities of Virtual Agent, IT and HR departments can transform the employee experience and improve business outcomes.

Learn more about how ServiceNow and Microsoft Teams make engaging employee interactions possible from anywhere. 

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