A bespoke solution emerged following the close collaboration of the Amplifon Corporate HR Operations Team, Deloitte, and ServiceNow: ‘Hey HR!’. Comprehensive engagement and testing involved the HR teams in Italy, Spain, France, Germany, New Zealand, and several other countries to optimize processes, identify areas for improvement, and define best practices.
The inbuilt flexibility of the Now Platform was an important factor in the continuous improvement process, delivering an experience appropriate for all HR users’ requirements around the world, and one that would enable Amplifon to monitor the adoption of the new HR Operating Model from both a technical and an organizational perspective.
A single, intuitive self-service HR portal with a single point of access and landing page—called Hey HR!—is easily accessible from workstations and, crucially given the age profile of Amplifon’s workforce, from a mobile app. It brings all HR information and services together in one place.
Support in multiple languages
For further ease of use the portal features Virtual Agent; this feature is called ‘Support Chat’ and assists employees to find the information they need, in a range of languages, through an algorithm that responds to simple prompts by the user without the need to search through the service catalog.
The first two phases of the global rollout, beginning in Europe and New Zealand in 2021 and early 2022, have already transformed the way employees consume HR information and services. The gradual extension of the solution to all 25 countries will be implemented during 2022 and 2023.
With the portal available 24/7, staff are empowered to take control of their own HR requirements in their own time with the help of an extensive knowledgebase.
Everyday activities like password reset, inquiries about payroll, time, and attendance, holiday requests, sick leave, and booking desk space can now be automatically completed.
For HR business partners and people partners, the portal automation has progressively reduced the volume of repetitive, time-consuming manual tasks like sending and responding to emails, phone calls, and messages, processing requests, and sending alerts.
This means they can now focus more on business partnership, organization development, and innovation while analyzing the data generated by the platform, instigating service improvements or developing new services as well as addressing skills shortages and considering future resource requirements.
Furthermore, this new platform has been launched in parallel with the development of new capabilities within the HR team in the leadership, functional, and digital areas as well as with a progressive empowerment of managers and employees.
Dashboards deliver rich insights
he data from the Now Platform, presented in easy-to-understand dashboards and reports, is also providing insights into the impact of the HR Service Delivery, identifying the most popular services used by employees as well as areas for further improvement of the HR processes and services to be implemented during the global rollout.
Meanwhile, the integration with the Amplifon HCM system ensures that double data entry is avoided.
“More than 80 HR services have now been automated, producing a significant reduction in phone calls and emails,” says Francesca Morichini, CHRO at Amplifon. “When the rollout is complete, we expect that all Amplifon employees will be using the HR portal and Virtual Agent to take care of their HR requirements.”
The solution has proved to be intuitive and employees report high confidence levels within just two or three weeks of use; staff appreciate having a fast and streamlined way of managing their day-by-day needs.