Rethinking Onboarding and Other Cross-Departmental Processes
By Deepak Bharadwaj, Vice President and General Manager, HR Business Unit, ServiceNow
They say you don't get a second chance to make a first impression. That's especially pertinent when you are trying to bring a new employee on board. A great onboarding experience can significantly increase employee productivity and retention. A poor experience can potentially impact your bottom line. Gartner Research indicates that employee replacement costs can, at times, be more than 200 percent of total annual compensation. For these reasons, devising a seamless employee onboarding experience continues to rank high on any CHRO's agenda.
For years, organizations have invested in a whole host of solutions in an attempt to solve this problem. Yet new hires continue to find themselves far from ready to hit the ground running when they come on board.
So why do companies struggle to deliver a seamless employee onboarding experience? The challenge lies in the fact that all the steps involved in bringing on a new employee never fully reside within HR. It's a multi-department effort, with processes and tasks spanning groups and systems -- in finance, facilities, legal, compliance and IT, for instance. These cross-departmental processes tend to be manual and inefficient. And the fines from missing documents resulting in non-compliance can often times be astronomical.
These process challenges aren't limited to onboarding. Many employee lifecycle events that start in HR require other departments to be accountable for completing crucial tasks. Processes like off-boarding, relocations, and requests for extended leave of absence are all riddled with the same kinds of inefficiencies. They cost HR time and money, and they leave employees frustrated and unproductive.
The reality is that onboarding is a multidepartment experience. It requires a unified solution that can automate and orchestrate tasks and processes across departments and systems beyond HR.
A new consumerized approach to employee onboarding and transitions is needed. Modern and innovative HR service-delivery solutions now make it easy for organizations to set up and manage onboarding and other employee lifecycle events across multiple departments, using a single-service delivery platform. These solutions have shown to dramatically improve the efficiency of HR and other departments. And it makes it easier for your employees to be employees when you can deliver the fast, consumer-like service experience they deserve.
Efforts to improve the employee-service experience shouldn't stop with onboarding. As your employees continue to engage with your organization, they are likely to experience other lifecycle events, such as a move to a new role or a transfer to a different state or country. Much like onboarding, these lifecycle events need to be seamless and pain-free to ensure your employees continue to remain engaged, enthusiastic and effective. And just like with onboarding, new and innovative HR service delivery solutions can help you manage the processes around these lifecycle events, triggering tasks across departments. For example, a transition to a new role could require tasks to be coordinated across facilities to help move to a new location; IT to provide access to different systems; and perhaps legal and compliance to ensure adherence with regulations specific to the new role.
Make it easy for employees to be employees. Most HR leaders recognize that onboarding can be a strategic differentiator, as it has a direct correlation with employee productivity, engagement and retention. Formulating a great employee service experience doesn't end with onboarding. Ensuring that your employees have effective self-service options, and yet can easily connect with your team, especially as they manage the various transitions in their work lifecycle, is critical to making sure that your brand reputation and bottom line are protected.
With ServiceNow HR service delivery, you can provide your employees with the consumer-like HR services they deserve, all in a single location. The workflow-based solution seamlessly automates and orchestrates HR service delivery by triggering and tracking tasks that span beyond HR. Your HR teams are more efficient and you make it easier for your employees to focus on the work they were hired to perform.