How ServiceNow improved its employee experience

IT, HR, workplace services, finance…while these service needs are common and familiar to all employees, knowing where to get help is not always straightforward. Many companies have their own processes that involve multiple departments and systems. Some of the most crucial moments in an employee’s journey, like onboarding and returning from a leave of absence, can also be the most time-consuming and complicated.

ServiceNow delivers a simplified one-stop service portal to employees while allowing departmental service teams to maintain control and autonomy over their service delivery systems. Many tasks are now completed by self- service, while others take place behind the curtain—or the Now Platform. As of July, ServiceNow gained $7 million in productivity through self-service—and is still counting.

When we started on our journey toward a unified employee portal, we found more than 75 hyperlinks to separate resources. Many employees reported feeling overwhelmed.

Now we use machine learning to personalize each employee’s choices based on their need and persona. Three out of four employees access the portal at least once a month, with 70.8% of all issues being solved automatically or through self-service.

More than one-in-three American labor force participants (35%) are Millennials, according to Pew Research. For a generation that shops, finds partners, and applies for mortgages on the phone, it’s only natural that more work will be done on mobile devices.

ServiceNow meets the workers where they are comfortable—whether it’s through desktop solutions or our Now Mobile app. About 40% of ServiceNow employees access the portal monthly on their mobile phones. Multiple access points has also means fewer employees turn to email, Slack, and phone calls.