During The Great Resignation, talent retention has become a critical success factor for organizations in 2021. Fundamental to retention is employee experience and engagement, and within that, leaders must consider employee workflows - the processes by which an organization supports its employees with services such as new hire onboarding, reporting annual or sick leave, and other moments that matter in the employee lifecycle.
Employee workflows are at the very core of ServiceNow; in fact, it's been in the DNA of the company since it was founded in 2003 by Fred Luddy. Understanding how to first simplify and deliver those processes on a self-service basis in the Employee Center, and then how to automate as many of the component tasks as possible, is very much in our wheelhouse.
But just as the overall experience of these interactions is critical to the employee's retention, so too is the implementation of the product set crucial to the seamlessness of those processes. That is why we have developed Success Packs (available in Now Create) to ensure as smooth a deployment of these critical services as is possible - under-written by the lessons learned from the success of customers who have rolled them out before. The Success Packs make sure that you can execute on the following essential aspects of the employee experience:
- Ensuring new hires have a smooth and personalized onboarding experience
- Enabling, creating, and maintaining cross-departmental processes
- Providing visibility across an entire process, ensuring nothing gets missed
- Giving employees and hiring managers clear guidance on each step they need to take, and an engaging platform to complete tasks
- Viewing real-time data, increasing visibility into process effectiveness and inefficiencies
Of course, employee workflows aren't only about the retention of your people, but also about making them as effective and productive as possible, from day one and throughout their journey at your organization. The Employee Center helps support this by engaging employees through a consumer grade employee portal where they can request services, follow up on requests and access knowledge articles to drive self-service.
Equally, by using automation to liberate your fulfillment teams from the more predictable and less satisfying tasks on their desk, you can ensure they are more productive and find their work more enjoyable. Also, employee workflows do a great job of helping teams across different silos of your organization co-ordinate the overlapping tasks that sometimes fall between stools and may spoil those opening few days of a new hire's journey. Using data and AI to monitor and measure how your team is performing is crucial to the way management not only derives the best from employees, but also how managers can keep an eye on health and well-being - especially when people are working remotely.
Success Packs help everyone involved in the deployment design and define the processes and workflows necessary to support employee success. This means helping you plan and coordinate how you gather feedback from employees, prior to journey design; work with all areas of the organization who will be impacted by the process changes; design the journey in line with overall organizational objectives and consider the whole journey, from the first moment of engagement to the last.
These Success Packs will support you to succeed just as the resulting employee workflows will support your employees in how they succeed for your organization. You can learn more about how Success Packs can help ensure a smooth and effective transition on Now Create, under "Learn about our methodology" and "What is a success pack?".
Note:
It is crucial to use the correct Success Pack for each implementation so it's important for you to know that we've made some changes to how Success Packs are aligned to support our Employee Workflows products with the introduction of the Employee Center in the Rome release. The Success Packs for the Quebec release (and earlier) are still available but have been renamed, and still include information on the Employee Service Center. There are also two new Success Packs for Rome which include information for the Employee Center.
