Download pdf - Workplace Reimagined - Connected, Engaged, Empowered

Workplace Reimagined – Connected, Engaged, Empowered

 Jeannene Michel  VP, ES Global Operations & Shared Services  Salesforce  

 Michael McCreary  VP, HR Services  Intuit  

 David Reed  Director, Workforce Systems  Intuit  

Dreamforce 2015

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Salesforce Today

18,000+ employees

16+ years old

4 years ago:

•  No centralized employee support (no phone #)

•  No MSS

•  Hit & miss Chatter groups for peer support

•  Grossly outdated intranet, that was primarily US

focused; no owner

The situation: Growth was outpacing ability to provide service

 Top 3 Issues impacting employee experience:

1.  Multiple places to go to try to find information

2.  No phone number to call or chat for real time help

3.  File a ticket, no way to track it and sometimes never hear back

We needed to figure out a better way to service employees

 Top 3 Goals:

1.  Improve Employee Experience

2.  Scale Employee Services and Knowledge Management

3.  Take a Data-Driven Approach

 

The solution: HR Help Desk

 5 Core Components:

1.  Content

2.  Community

3.  Case Management

4.  Call

5.  Chat

 And it’s available via SSO in the environment our employees work in every

day. Not an intranet!

 

So, how did we do it?

 5 secrets to success:

 1. Employee Voice groups

 2. KCS approach to content creation

 3. Proactive change management

 4. Case management planning

 5. Dashboards and metrics

 You only get one chance to make a first impression!

Results

TTR ADOPTION SCALE

92% 1:350

Designed for mobile

Relevant search

results

View of your cases

Evolution to Mobile – Introducing Concierge

Concierge (self-service and efficiency)

 Single place for employees: federated search from multiple knowledge sources

 Mobile and Desktop

 Curated content

Employee ratings

Article Actions

Reimaging Talent at Intuit

Michael McCreary, VP – HR Services

David Reed, Director – Workforce Systems

MISSION: To improve our customers’ financial lives so profoundly…they can’t imagine going back to the old way

Intuit – who we are

1983

Founded

8,000+

Employees

50M+

Customers

1993

IPO

4.4B

Revenue

32

Locations

Intuit – who we serve

Consumers Small Businesses

Accounting Professionals

Recognized as one of the world’s leading companies

FORTUNE 100 BEST COMPANIES TO WORK FOR

2013

MOST ADMIRED: SOFTWARE INDUSTRY MOST INNOVATIVE COMPANIES

2014 2015

31 Ranked #

12 Years in a Row

2004 2005 2006 2007 2008 2009 2010 2011 2012 2015

WORLD’S MOST ADMIRED COMPANIES

2013 2014

14 Years in a Row

2 Ranked #

Intuit in the cloud

Online and Mobile Revenue

Total Revenue

$3B 2/3

What we heard from our workforce

SAY-DO

“I want to do it or find it for myself, but can’t…”

“I have to go to several places to get one thing done…”

“Too much time on administrative tasks…”

“Too much noise to sift through to find what’s important…”

Which makes me FEEL:

Frustrated Angry Resigned Overwhelmed

THINK

I need this to be EASY – connect the dots for me

So that I can…

•  Go to one place

•  Get it done

Which…

•  Hides the background mess

•  Frees me up to focus on what’s important

Trends

“The most significant effect on HR Technology is the expectation of an interface similar to a consumer app…we are on the cusp of what’s possible in HR to provide a distinctive experience and competitive advantage.”

- PwC 2013 HR Tech Survey

“With the cloud, it has never been easier to accidentally build silos.”

- Gartner, April 2014 Workers expect

awesome experiences in the applications they use

at work

Our vision for workforce technology

•  The experience finds me, I don’t have to search for it

•  40% of experiences consumed on Mobile

•  The experience presents the right data to make ME smarter

•  More intuitive and delightful than any other place I’ve ever worked

Experience Design Principles

Wherever, whenever, on any device

Data & process are in the cloud

It finds me, I don’t have to find it

Act 1: A New Opportunity –  Ravi– People Leader Expatriated in Australia –  Tony– Product Manager in the US reporting to Ravi

Act 2: A Match is Made –  Scarlett– Job Seeker in Australia –  Sarah – Recruiter in the US

Act 3: Let’s Get Started! –  Scarlett– Job Seeker in Australia –  Johan – HR Connect Talent Liaison –  Ravi - People Leader Expatriated in Australia

Reimagining Talent…at the speed of business

Act 1: A New Opportunity | Tony – Product Manager in the US reporting to Ravi

Tony’s opportunity

Ravi on the move

Act 1: A New Opportunity | Ravi – People Leader Expatriated in Australia

Create a requisition

Dinner


Job approved & posted

Approved and posted!


Scarlett discovers Intuit

Act 2: A New Opportunity | Scarlett – Job Seeker in Australia

Job match!


Job match at Intuit. Check it out!

Sarah, our recruiter

Act 2: A New Opportunity | Sarah – Recruiter in the US

Job match at Intuit. Check it out!

Scarlett La

Interview scheduled

Interview with Intuit


Ravi Needs Help

Act 3: A Match is Made | Ravi – People Leader Expatriated in Australia

Hi Ravi, looks like you need help. What can I do for you?

Johan Saves the Day

Act 3: A Match is Made | Johan – HR Connect Talent Liaison

Hi Ravi, looks like you need help. What can I do for you?

Accept and provision!


New hire pre-boarding

Act 3: A Match is Made | Scarlett – Completes “Paperwork” Automagically

Scarlett meets the team

Act 3: A Match is Made | Scarlett – Job Seeker in Australia

Talent at a glance

Intuit Talent Cloud

…at the speed of business!


Where we are on our journey

•  Building point solutions, while working towards unification and a “mobile container”

•  Results so far (3 minutes to open job req, ++ NPS for onboarding)

•  Already built Awesome Req, New Hire Provisioning, and Onboarding Prework

•  Working on Awesome Apply, Assessing for Awesome, and Real-Time Feedback

Opportunities and challenges

•  Capabilities and speed of development

•  Share apps with other companies

•  Force.com and Lightning are brand new – learning as we go

Thank you

Panel Discussion

Win one of ten SONOS speakers at the App Cloud Keynote!

App Cloud Product Showcase

Moscone North

IT Ranger Station in the Dev Zone

Moscone West, 2nd Floor

Thursday, September 17, 2pm — Moscone South

Tod Nielsen

EVP, App Cloud Salesforce

Mike Anderson

CIO Crossmark

Herry Stallings

AVP App Dev USAA

Heather Quiqley-Allen

VP Marketing Bosma Enterprises

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