How Sally Beauty Transformed Its Employee Experience

© 2016 ServiceNow All Rights ReservedConfidential © 2016 ServiceNow All Rights ReservedConfidential

How Sally Beauty Transformed Its Employee ExperienceJen Stroud

HR Evangelist and Transformation Consultant, ServiceNow

Shalonda WelbornSenior Manager, HR Shared Services, Sally Beauty Holdings

© 2016 ServiceNow All Rights Reserved 2Confidential

Agenda• Brief Introduction to ServiceNow HR Service Management

• How Sally Beauty Transformed its Employee Experience

• Q & A


HR Wants to Drive Employee Satisfaction and Strategic Value

Scale the delivery of HR services depending

on the needs of the organization

Focus more on strategic activities

such as organizational development and employee culture

Drive high levels of employee satisfaction

with HR and the enterprise


Employees Desire a Consumer Grade Approach to Service


HR Service Delivery Doesn’t Match Expectations

Employee Human Resources

Emails Phone Calls Spreadsheets


High Costs


Emails Phone Calls Spreadsheets

80% Repetitive

Tasks

$15.00 per Call

$110 per Form

Processing Error


What is the Impact on Employees?How do managers describe consumer services vs. workplace services?

Consumer/ workplace service delivery gap leads to:

Employee productivity drain

Negative employment brand

Attrition


ServiceNow HR Service Management

Reduce Costs Boost Productivity Improve Quality of Service

Scale HR Services

Transform the Employee Experience



The HR Transformation Journey

StructuredService

SelfReliance

ManagedInteractions

Case and Knowledge Management

Employee Portals

Onboarding and Lifecycle Events

High TouchDependency

Spreadsheets, Email, Phone Calls


HR Transformation at Sally Beauty Holdings

Shalonda WelbornSenior Manager, HR Shared Services

Sally Beauty Holdings


About Sally Beauty

• Largest distributor of professional beauty products in the U.S.

• 5,000 stores worldwide

• 27,470 employees

• 8+ HR Shared Services team


The Rationale for an Employee Experience Makeover

Unable to Measure HR Productivity

Inconsistency in Service Delivery

Hard to ForecastWorkforce Needs

Reactive vs. Proactive Services


The Goals for the HR Transformation Initiative

• Systematically track HR inquiries through to resolution, turnaround time, and trends

• Deliver case management metrics that “tell a story”

• Shed light on areas and processes within HR that are working well and areas that may have room for improvement

• Deliver better services to our employees


The Essential Capabilities to Aid HR TransformationThe ability to connect and automate HR processes that span departments

One platform – many opportunities

Consistent service experience through an easy-to-use self-service portal

Configure vs. code to speed implementation

Competitively priced

Long-term partner


Live in 7 Months with ServiceNow HR Service Management

Sep ‘15 Feb ‘16 Mar’ 16 Apr ‘16

• Kick-off

• Configuration via daily scrum calls

• Trained 70+ HR employees

• Practice with live calls

• Soft-launch to select employees

• Full launch


Surprises (in a Good Way)•Dedication to ongoing success is contagious

– The ServiceNow platform is going viral. Other departments are looking to leverage the power of the underlying platform to automate other processes

– Sharing our success with other regional HR Colleagues is FUN

– Establishing our cadence for upgrading

•Rapid ROI– Rapidly delivered case metrics for HR Leadership review

• Easily track cases logged – by geo, by business, days to close, topic and resolution

• Pinpoint who is resolving cases. Track whether HR professionals are performing at the level we expect

•Facts at our fingertips to refine how we deliver services


The Benefits• Easily quantify HR workload to justify more headcount• Create more accurate workforce plans and forecasts• Improved consistency in HR service delivery• Foundation in place to deliver a multitude of services• Centralizing Employee Relations team

– on our way!• Field HR can focus on strategic growth with

business executives• Improved relationship with peers in Legal• Actionable insights (Metrics and FACTS)• Strategically address the needs of employees

15,000 cases logged through in

just 5 months


Tips and Tricks to Quick Success

• Created an HR Training Guide and Desktop Quick Reference Guide

• Created a dedicated internal team of HR and IT professionals

• Communicated as a team daily

• Prevented scope creep

• Built a partnership


Best Practices Gleaned

• Create a cadence of routine scrum calls

• Assign responsibilities on each call

• Hold multiple direct change management sessions with all of HR

• Start simple. Configure vs. code


Learn More

Download The Webinarwww.servicenow.com/hr

http://www.servicenow.com/content/servicenow/us/lpwbr/hr-transformation-its-a-beautiful-thing.html

http://www.servicenow.com/hr

Technology

How Sally Beauty Transformed Its Employee Experience