From navigating unfamiliar workflows and company policies to adjusting to a different workplace culture, starting a new job can be a daunting experience. And, for the human resources (HR) department and company leaders, getting new hires fully integrated, productive, and compliant with legal requirements can be equally demanding.
Employee onboarding provides a structured approach to address these challenges. By offering a comprehensive plan for acclimating new hires, companies provide a positive and impactful employee experience to set the right tone for their entire employee journey.
Nearly every business in every industry incorporates some form of onboarding procedure, but the specifics on the onboarding process will naturally differ from one organization to the other. What remains consistent is the importance of having an effective onboarding process capable of bringing new hires up to speed quickly—not only in terms of productivity, but also regarding company culture and values.
Excluding the hiring and interviewing processes, onboarding is the first contact that a new hire has with your company. More than that, it is the very first interaction they have as full employees.
This first impression is essential; if the experience doesn’t live up to their expectations, or if the onboarding process is confusing, disorganized, or lacking in a formal schedule or process, it may set a negative tone for their entire duration of employment. Conversely, an effective onboarding process helps your new employee settle into their job, understand and embrace company culture, forge beneficial relationships, and clarify their objectives and expectations.
Finally, an optimized onboarding process reduces the HR burden of integrating new employees, allowing this essential department to focus more of their time on other tasks.
There is a lot that goes into onboarding. To better understand and define everything that is involved, many organizations have adopted the ‘5 Cs’ framework. This model outlines five essential areas that contribute to an effective onboarding process:
Compliance involves completing the necessary legal and administrative tasks when bringing a new hire on board. This includes processing paperwork, setting up security badges, provisioning essential equipment, and outlining company policies. Even companies without a formal onboarding program must ensure compliance to operate legally. Regardless, many organizations miss opportunities to make a great first impression by focusing the first day solely on forms and logistics.
Clarification ensures that new employees have a solid understanding of their roles, responsibilities, and performance expectations. New hires need to know what is expected of them and how to navigate the company’s rules and policies. Providing this clarity can be difficult, especially when managers are busy and unable to answer frequent questions.
Confidence refers to the level of assurance new employees have in their ability to succeed. While confidence is a state of mind, companies can influence it by creating onboarding experiences that uplift rather than overwhelm. An environment that highlights the value of new hires and empowers them to share their unique perspectives can boost performance and retention. Building confidence early sets the stage for a positive, long-term employee experience.
Forming meaningful makes it possible for new hires to feel integrated into their team and organization. When employees feel connected to their colleagues and managers, they are more likely to engage, seek help, and actively contribute. Simply put, close relationships at work improve job satisfaction and employee engagement levels. Onboarding should prioritize relationship-building activities, whether in person or virtually, to prevent feelings of isolation and foster a sense of community.
Onboarding is a critical period for sharing company culture through stories, rituals, and meetings with leadership. It is also an opportunity to shape and refine culture as new hires bring fresh perspectives. Providing resources on culture and creating avenues for feedback ensures new hires feel included and can contribute to shaping the future of the organization.
There is no single, standardized process used by companies across every industry and market. Instead, businesses are tasked with developing an onboarding process that addresses their specific needs and the needs of their new hires. That said, the process often follows a generalized path. This path includes the following stages:
The onboarding process picks up precisely where the hiring process ends, with the prospective hire formally accepting your offer of employment. As the new employee commits to joining your team, it is now the responsibility of the hiring manager to notify the HR department of the hire, work with the employee to set a start date, and secure an offer letter for the employee to sign and return.
HR is then responsible for ensuring that the new employee receives all relevant forms and documentation explaining the terms of their employment.
Organizations often face a number of hurdles when onboarding new employees. Efforts to make new hires feel welcomed, confident, and rapidly productive can be undermined by a disorganized or inconsistent onboarding process. To ensure effective onboarding, HR should work with Learning & Development teams, department heads, and other stakeholders to create role-based templates. Managers can then use these templates to build employee-specific onboarding plans.
With most of the important housekeeping tasks squared away within the first day or two, management can focus most of the rest of the first week on helping the new hire acclimate to their role and the company. After approximately one week of employment, the employee’s manager should schedule a meeting with the hire, asking for any thoughts, feedback, or questions.
At this point, HR should verify that the employee has received and completed all necessary forms and documentation, and that they have access to all resources they need to perform productively.
With the employee now settling into their role within the company and developing a working routine, management should now be able to assess the quality of the hire’s work. Set up a meeting with the employee to address relevant performance metrics, provide feedback, workshop any issues, and respond to any concerns the employee may have.
It’s important at this stage to set a habit of continual improvement. Rather than allow the employee to become too comfortable with their now-familiar task, push them towards further growth. Enroll them in more advanced training courses where possible and appropriate, and support them as they pursue job-relevant education options.
After three months, the employee should be comfortable with their tasks, understand their performance metrics, be familiar with the company culture and values, and know how to work with their managers and immediate team members. At this point, many organizations feel that the onboarding process has come to a close.
To mark this milestone, schedule a meeting with the employee to check in on their progress and gather further feedback. After going through the onboarding process, these employees will likely have valuable insights that may help you refine and improve the process for future hires. Some organizations may instead wish to schedule a six-month recap and review as the conclusion to the on boarding process.
When one-on-one guidance is not a possibility, special group training sessions may be just as effective. Often led by external experts or proven internal specialists, formal trainings can provide employees with deep insights into specific skills or knowledge areas. These trainings offer in-depth expertise, expose employees to diverse perspectives, and address specific development needs.
It is also worth noting that onboarding is just as important for remote workers as it is for in-house employees. When bringing on hires who might not be working in the office, ensure that these employees have been sent any necessary hardware, and set up video conferences to cover important policies, align on goals, and hold introductions with leadership and team members. During the hire’s first days with the company, make sure that someone is online and available to answer new-employee questions as they arise.
Remote work creates several potential hurdles, particularly where the social and interpersonal aspects of company culture are concerned. Leadership, HR, and team members will likely have to put in extra effort to ensure that the new hire feels like they are part of the team.
At its heart, effective onboarding is nothing more or less than a strategy for setting the stage for a positive, beneficial, long-term employee experience. But while this description may seem simple, it’s actually a complex, integrated process that depends on full company collaboration. More specifically, Information technology (IT) teams and HR departments must work together to ensure that employee onboarding provides each new hire with everything they need to make the transition into an established, productive team member.
Here are five steps to promote positive IT and HR partnerships within employee onboarding:
Successful workplace strategies need a cultural shift between IT, HR, and facilities—ideally, you’ll define new skills and talent in conjunction with structuring teams to encourage ideation and better workflows between teams.
You will need to up your game, talent, and responsibilities in shared services. Organizations are redesigning decentralized service delivery models to foster better working relationships and create alignment on experience goals. The scope of “people enablement” is evolving beyond routine transaction activities as well.
Workplace transformation is a combination of technology, talent, and change. Companies must train and enable a team that oversees technology to successfully implement new technology. Data science teams and other teams with deeper skills are consistently being added within IT to focus, not only on UI, but on the way that technology makes people feel. Focus on architecting, mobile HR software, applications, and systems create a connective component in the workplace, and thus the employee onboarding experience.
Companies are gradually adopting cloud-based solutions, in conjunction with other technologies, to deliver digital enterprise-grade systems. IT and HR will have a growing priority to make sure that technologies not only address business issues but also meet the expectations of employees during the onboarding process.
Onboarding can be a difficult, confusing process for new employees. At the same time, these new hires do not wish to appear uncomprehending or needy, and thus will sometimes hesitate to ask questions of their managers or team members.
Employee self-service options in the form of a unified digital experience platform can provide consistent, easy-to-access solutions to common employee questions. This provides several advantages over the disparate websites, hotlines, portals, and other channels that have traditionally assisted new employees, delivering a more uniform HR experience, and giving employees a single location to find solutions to their needs.
Automation is an essential part of improving the onboarding experience, improving data accuracy, increasing efficiency, and establishing vital workflows, while reducing errors. Still, automating tasks and addressing individual inquiries aren’t the only parts of transforming the employee onboarding experience.
More than nearly any other time, the onboarding period has the potential to define the tone of the employee’s tenure with your company. HR and IT can partner to redefine these highly impactful moments within onboarding, to provide a positive, employee-experience centered process, supported by automation and other relevant technologies.
No new employee fully understands every aspect of their position or responsibilities on their first day; they learn as they go and improve as they learn. Similarly, collaboration between HR and IT to improve employee onboarding must be an ongoing, iterative process.
To ensure an upward trend, establish feedback channels where employees new and old can share their concerns and offer their suggestions. From simple pulse surveys to active forums, these options help ensure that you have the insight you need to optimize the onboarding experience.
Onboarding doesn’t have to be a difficult process. Here are several businesses who have created effective onboarding solutions:
Asurion unlocks technological potential for more than 300 million people around the world through a range of highly rated services. It operates in an incredibly competitive labor market. In order to attract and retain talent, it must invest in excellent recruitment teams and work to emphasize the importance of delivering outstanding experiences for new hires through the onboarding process.
Asurion chose ServiceNow Enterprise Onboarding and Transitions to fulfill those needs. We provide them with a centralized employee service center that offers hiring managers intuitive onboarding checklists, helps manage and assign tasks, and distributes targeted content to new hires. New employees can access employee self-service options to find solutions to common issues.
Our own HR team uses the ServiceNow HR Service Delivery Solution. We want to give our employees a great experience, as we know that positive onboarding creates a strong bond between our employees and our company. We moved from manual work to automated systems with ServiceNow Enterprise Onboarding and Transitions, which has allowed us to accelerate and streamline our onboarding processes.
Now, onboarding is not only more efficient; it’s faster. The new hire experience has been cut from three days to a few hours, which gives new employees what they need right away, so they can transition more quickly from the first-day jitters, into confident, experienced contributors.
ServiceNow Enterprise Onboarding and Transitions is a powerful blueprint for bringing new hires into your organization. Benefits of Enterprise Onboarding include:
- Enhanced employee experience
A smooth onboarding process makes a significant impact on a new hire’s perception of your company. By providing a welcoming and engaging experience, Enterprise Onboarding helps new employees feel valued and well-prepared.
- Increased enterprise-wide productivity
When new employees receive the tools, resources, and training they need from day one, they can contribute to their roles more quickly. Enterprise Onboarding minimizes downtime and accelerates the time to productivity.
- Design for the moments that matter
Enterprise Onboarding enables you to intentionally design key moments within the onboarding journey. From welcome activities to feedback sessions, every interaction can be thoughtfully planned to leave a lasting impression.
- Targeted content
Delivering tailored information is essential for keeping new hires engaged. Enterprise Onboarding allows you to provide relevant content based on the employee’s role, department, or location.
At the heart of the ServiceNow onboarding solution are its powerful automation capabilities. Built on the ServiceNow AI Platform and backed by industry-leading artificial intelligence (AI), this approach expands upon traditional onboarding benefits. AI automation in onboarding makes it possible to:
- Provide more comprehensive candidate onboarding
Before employees even start, automation can enhance candidate onboarding. A seamless, user-friendly application process eases new-hire anxiety. Candidates can easily fill out forms, upload documents, and receive updates through a dedicated portal, making the transition smoother and more engaging.
- Optimize workflows
Automated workflows in employee onboarding provide clear direction for new hires, illuminating their path and helping them complete essential introductory tasks. Once employees or HR representatives have fulfilled their responsibilities, the system seamlessly initiates the next steps—managing follow-ups, notifying the appropriate stakeholders, and tracking progress automatically.
- Centralize and simplify paperwork
Manual paperwork can quickly overwhelm new employees, slowing down the onboarding process. Automation allows documents to be completed, e-signed, and stored on a single online platform, eliminating the need for physical copies.
- Ensure accuracy and compliance
Staying compliant with local and federal regulations is crucial. Automated onboarding systems reduce the risk of errors by keeping track of all necessary forms and tasks, making sure that nothing is missed. Built-in checklists help HR teams monitor progress and stay compliant.
- Give complete information to new hires
Automation helps provide new employees with all the information they need to get started. From company policies and vision statements to role-specific goals, everything can be shared through a centralized online platform.
- Generate insightful reports
Tracking the onboarding process manually can be time-consuming and opens the door for errors. Automated systems simplify this by generating real-time reports on each new hire’s progress. HR teams can easily see which tasks have been completed and where follow-ups are needed, making the onboarding fully transparent.
There is no denying that designing an onboarding process that addresses the needs of both new hires and the organization is a challenging task—especially for HR departments juggling other responsibilities. With the right strategies, however, companies can ensure a smoother, more efficient onboarding experience that sets the stage for long-term success. Here are some key steps to consider:
Onboarding manually is time-consuming and prone to errors, especially for HR teams already stretched thin. Investing in HR software with onboarding capabilities can simplify the process by automating routine tasks and consolidating essential resources in one place. This technology not only reduces administrative burden but also enhances the onboarding experience for new employees, ensuring they feel supported from the start.
Managers play a vital role in preparing new hires for their roles and setting clear expectations. Proper preparation can boost a new hire's confidence and performance. Support employees and equip them for success by:
- Aligning the job description and the onboarding plan
Provide new hires with a detailed job description that outlines specific tasks, responsibilities, and performance expectations. This description should serve as a foundation for their onboarding experience and give them a clear understanding of what they are working toward.
- Conveying essential information and insights
Clearly communicate what is expected of new hires, how their performance will be measured, and what success looks like in their role. Explain the company culture through examples and actions so they know what to expect from the work environment.
- Establishing ongoing feedback and support
Schedule regular check-ins to provide feedback, discuss progress, and address questions or concerns. These sessions should be used to support new hires, assess the effectiveness of their training, and adjust the onboarding process as needed.
Effective onboarding does not end after the first day or even the first week. Determine how long your onboarding process should extend—typically no less than six months, and ideally through the employee’s first year. Plan for ongoing training, performance check-ins, and progress evaluations to keep new hires engaged and supported.
The period between a job offer being accepted and the employee’s start date can be used to set the stage for a positive first day. Create a checklist of administrative tasks to be completed beforehand. Send a welcome email with practical details like the start date, dress code, and what to expect. Let the existing team know about the new hire’s arrival to help them prepare for the transition.
No onboarding process is perfect. Collect feedback from new hires, identify areas for improvement, and adjust your approach as needed. This iterative process ensures your onboarding remains relevant and effective, and it demonstrates to employees that you are committed to continuous improvement. Whether it’s tweaking training modules or refining communication strategies, don’t hesitate to make changes that benefit both new hires and the organization.
Integrating new employees into their teams is crucial for building a sense of belonging. Managers should take active steps to ensure new hires feel connected throughout this process. You can help facilitate this integration by:
- Organizing team-building activities
Schedule informal team-building activities, such as virtual coffee breaks or in-person lunches, to encourage interaction and foster relationships. These events help new hires feel more comfortable and engaged with their colleagues.
- Pairing new hires with seasoned members
Assign a mentor or ‘buddy’ who can guide the new employee through team dynamics and company culture. This person can answer questions and help the new hire feel more grounded in their transition.
- Making meetings a safe space
Encourage new hires to share their ideas by creating a welcoming and non-judgmental environment. Emphasize the value of fresh perspectives and invite them to speak their minds. Psychological safety within meetings can help new employees contribute more early on.
Sometimes, despite your best efforts, onboarding may not be as effective as planned. In such cases, consider re-onboarding to address gaps and set employees back on the right track. Here are some scenarios where re-onboarding might be helpful:
- Employee is underperforming
If a new hire consistently struggles to meet expectations or if they seem to be repeating mistakes, revisit their job description, redefine their goals, and provide additional training or mentorship.
- Employee is not motivated or interested
Signs of disengagement or a lack of enthusiasm may indicate that the employee feels overwhelmed or disconnected. Re-onboarding can include personalized support to reignite their interest in the role.
- Employee is confused
If a new hire frequently asks basic questions about their responsibilities or company procedures, it may mean they did not receive enough initial guidance. Provide refresher training and clarify any areas of confusion.
- Employee is by themselves
If a new hire seems isolated or has difficulty connecting with their team, organize additional team-building activities and consider pairing them with a friendly coworker to facilitate better integration.
Effective employee onboarding is the first, most essential step you can take towards securing new hire productivity, engagement, and long-term retention. ServiceNow HR Service Delivery simplifies this process, empowering organizations to automate administrative tasks, ensure compliance, and provide a cohesive onboarding experience. Guide new hires through a unified, user-friendly portal. Use automated workflows to manage paperwork and provisioning. See exactly where employees are in the process through real-time progress tracking. And through it all, employ intelligent solutions and AI-enhanced automation to keep everything accurate and moving forward.
Start the employee journey off right; demo ServiceNow today! And, for more insights into effective onboarding with ServiceNow, read the ServiceNow Enterprise Onboarding Service Success Playbook.