To thrive in a digital world, Suncor drives employee engagement and enhances business performance
As a leading global energy company, Suncor needs to create a sustainable competitive advantage and continuously improve business performance. That’s why the organization has embarked on Suncor 4.0, a far-reaching transformation strategy that is people-focused, data-driven, and technology-enabled.
Unleashing the potential of people is a key pillar of this strategy. According to Steve Gilliss, Manager of Solution Delivery and Process and Information at Suncor, “We want our people to care about Suncor and be committed to our shared success. That means we need to care about them by making Suncor a great place to work. A seamless employee experience is absolutely critical—which is why we’re using technology to break down barriers and make work frictionless.”
Suncor leverages ServiceNow to empower its people with consistent, intuitive enterprise services
ServiceNow is a key enabler for this people-focused approach. By giving employees a consistent, intuitive way to access information and services across the business, Suncor is increasing employee satisfaction, enhancing employee engagement, and fostering business agility—all critical elements of Suncor’s digital transformation journey.
Steve explains, “We brought in ServiceNow IT Service Management to replace our aging IT ticketing system. However, we quickly began to get interest from other parts of our business, with HR at the head of the queue. That was the starting point for rapid growth—almost a 45-degree trajectory.
We now see ServiceNow as our enterprise-wide system of engagement: the glue that brings everything together into one place and automates our service delivery processes.”
Suncor’s HR team uses ServiceNow to drive employee engagement, increase employee satisfaction, and free up resources to focus on what matters
Jim Finnigan, Suncor’s General Manager of HR Operational Services, says, “HR has a unique ability and opportunity to improve the employee experience and engage our people. The opposite can happen if we don’t get it right. For example, if we make it hard to select the right benefits for their specific family situation or get their pay wrong, they feel like the company doesn’t care, and they can disengage.
On the other hand, if we give them a delightful experience, they can become engaged. ServiceNow provides this delightful experience, working hand-in hand with our new HCM system, Workday (going live in 2021), to deliver intuitive and responsive services. Instead of struggling with arcane systems, employees can focus on their jobs—ultimately creating a safer and more productive organization that gives employees what they need to build their careers and support their families. That has a significant bottom-line impact.”
For Jim, the results of this employee-centric approach speak for themselves. “We started out by creating a portal for business leaders and then rolled out ServiceNow to all our employees. Historically, HR had no ability to measure customer satisfaction and anecdotal feedback suggested there was much room for improvement. With ServiceNow, we can actively measure and monitor customer satisfaction through metrics like Net Promoter Score.”