By Stephen Mann - 2014-04-08
In my previous blog I wrote about the changing expectations employees have of corporate service providers, especially Human Resources (HR), based on their consumer experiences of service. With these expectations posing a big challenge to corporate service providers, the IT organization included. But these consumer-driven service expectations also give savvy CIOs the opportunity to transform business operations by leveraging the corporate IT organization’s service management ecosystem, experience, and service automation for other corporate service providers.
For example, in the case of HR, the IT organization can leverage its IT service management (ITSM) or service automation solution to help HR streamline and improve service delivery by providing:
Thus helping HR to improve operational performance and the service experience they offer – hitting the service provider Holy Grail of reducing costs AND improving service.
Our customers are proof points for this. In a recent webinar Campbell Soup and TeleTech spoke of how they have leveraged ServiceNow to support and improve HR operations.
The Campbell Soup Company Story
The Campbell Soup Company, founded in 1869 and manufacturer and marketer of high-quality foods and simple meals, needed to transform HR operations where a shared service team used homegrown request management and case tracking tools. There was high engagement but a low performance orientation. Service delivery was slow.
To improve operations and the employee service experience, Campbell used ServiceNow to:
Automate and standardize business processes.
The TeleTech Holdings Story
TeleTech Holdings, a leading global provider of customer engagement solutions for Global 1000 clients and their customers, needed to transform its Human Capital (HC) operations, with drivers that included:
To address these drivers, TeleTech used ServiceNow to deliver:
With a variety of corporate and employee benefits that include:
So HR is a great opportunity for IT to add significant business value; and it is just the start
Campbell Soup Company and TeleTech are great examples of how ServiceNow customers are leveraging the platform to go “beyond IT” to manage services in other parts of the enterprise. And HR is just the starting point for many customers – the more the capabilities are used the greater the value to our customer and their customers. Because it’s not just about standardization and reducing costs, it’s also about improving service quality and the service experience – that CxO Holy Grail of reducing costs AND improving services.
What might you leverage from your existing service automation investment and service management expertise to help corporate service providers, including HR, increase customer satisfaction and reduce costs?