Now Platform Quebec release boosts employee experiences for the new era of work

The world of work looks vastly different than it did one year ago. Where we work and how we work have been decoupled and many of these changes are here to stay. Creating a great employee experience has become a key competitive differentiator and extends beyond HR into legal, workplace services, and more.

Whether organizations are adopting a distributed approach to work or are planning to support employees in the workplace, companies require digital tools focused on delivering connected and engaging experiences for employees – no matter where they work.
Today we’re unveiling new Employee Workflow innovations as part of our Now Platform® Quebec release to help organizations create great employee experiences, while boosting employee productivity, engagement and scaling enterprise service management.

Improve employee experiences with digital workflows

Guiding employees through every step of their journey
A key aspect of the employee experience is the ability for an employee to be successful in their role. Much of this rests in the hands of managers. Yet managers often have limited time and resources available to create plans that contribute to an employee’s success.

• To help alleviate these challenges, we’re releasing Journey Accelerator, an app that helps managers create customized role-based plans for employees. With Journey Accelerator, managers can organize activities and tasks personalized to an employee’s specific role to help them through moments that matter – like onboarding, a promotion, or a transfer.

Introducing In-Moment Activities

A successful employee journey needs to be supported with learning opportunities and improved with feedback, and organizations need to be able to deliver these experiences to employees directly in the flow of their work.

• We’re introducing ServiceNow® Listening Posts, an application available today that helps organizations capture feedback directly within the flow of work.

Organizations recognize the need to track and understand how employees feel about their work, the services they’re receiving and the tools they’re using. But far too often employee survey and listening tools collect feedback after the fact and are disconnected from the service experience. This results in low participation rates and feedback without meaningful context.
Listening Posts measure employee sentiment directly in the moment an employee is receiving help. This provides leaders with real-time insights that can help them address issues quickly to improve the employee experience.

• We’re also introducing Learning Posts to help employees upskill with relevant, contextual learning within the flow of work. While many organizations have systems for learning already in place, they don’t always have a way to surface these opportunities to employees when they need them. Learning Posts embed learning and upskilling resources into an employee’s tasks and workflows. They use AI to deliver relevant, recommended materials based on an employee’s interests. Our Learning Posts application is expected to be available on the ServiceNow Store in May 2021.

For too long, the tools employees need to be successful and productive have been disconnected from where they do their work. Our digital workflows provide connective tissue that helps organizations meet employees where they are.

Scale and expand Enterprise Service Management for connected and consistent experiences

With the Now Platform Quebec release, we’ve also introduced solutions designed to quickly scale enterprise service management and reduce costs, including Universal Request and new applications for Workplace Service Delivery and Legal Service Delivery, now generally available.

The enterprise service experience has traditionally been slowed down by departmental siloes. When an employee’s service request is misrouted or hits a dead end, employees lose time and get frustrated. Universal Request provides employees with a single, unified request experience across HR, IT, and other departments. With Universal Request, agents can collaborate and transfer requests and issues across departments while keeping employees informed of the status of their ticket. As a result, employees can stay focused on their work.

New updates to our Workplace Service Delivery solution help companies manage a safe and efficient workplace in the new era of work. They include:

• Workplace Visitor Management: Allows employees to register guests arriving to the workplace while automating task and communication processes, creating a seamless check-in process and improving efficiencies for workplace teams.
• Virtual Agent: Enables employees to register visitors, reserve workspaces and submit workplace requests, all through a self-service chatbot.

Legal Service Delivery is now generally available, and we’ve introduced two new workflow applications for the product: Digital Forensics and Simple Contracts.

• Digital Forensics: Provides a streamlined, transparent and secure process for legal teams to assign and track eDiscovery custodian queries across enterprise systems.
• Simple Contracts: Provides self-service template contracts for NDAs and common agreements. Legal teams need an efficient, secure way to assign a contract for eSignature approval and track the status and completion, and they need to track contract status back to the originating legal request or matter. Our Simple Contracts app allows them to do both and includes e-signature integrations with DocuSign and Adobe Sign. It also integrates with Box for document storage and revision tracking.

More than ever, ServiceNow is committed to delivering the tools organizations need to deliver great experiences, keeping employees productive and engaged, regardless of where they Work.
You can learn more about the new solutions in our Now Platform Quebec release here.