Transform HR and employee engagement with salesforce

Transform HR & Employee Engagement
Connect & engage with your employees in a whole new way

Noel Coloe, RVP, Business Development
Karthik Chakkarapani, Practice Director, Salesforce Services
Armin Fakouhi, Senior Solution Engineer
st
May 21 2015

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We are Connecting & Engaging With Our Customers in New Ways

Cloud
Social
Mobile

Server
Server
Mainframe

LAN / WAN
LAN
WAN

SNA

Client
Client

Terminal

Systems of

Systems of

Record

Engagement


Salesforce is the Customer Success Platform

Sales
Service
Marketing

Apps

Community
Analytics
THE CUSTOMER SUCCESS PLATFORM

Complete CRM

Open Ecosystem

Scalable Metadata Platform


Employees Expect the Same Kind of Engaging & Collaborative Experiences at work

Engaging: want to be treated like customers, not subordinates

Personalized: want 1:1 experiences and support

Intelligent: leadership needs the right information at the right time to support key employee decisions


But Offices are Still Running on Legacy HR Technology
Systems of record are not built for engaging experiences

Career Site
Learning Management

Recruiting ATS

Multiple, Siloed One-off Systems
One Way Conversations

Employee System
of Record

Slow & Hard to Use

Onboarding Portal
Performance
Management

Built for Transactions, not Engagement

Help Tickets

Intranet


Worldwide Epidemic of Disengagement

24%

13%
ENGAGED

ACTIVELY DISENGAGED

63%

DISENGAGED

230K Employees in 142 countries

SOURCE: Gallup “State of the Global Workforce” 2013.


Companies are Paying the Price for Poor Employee Engagement

Difficult for HR to provide support

87% of employees disengaged at
work*

$550B
Lost Productivity*

Manual processes

Can’t find right information

Static, siloed data

Disconnected from company

Limited visibility

Don’t have the right tools

Source: Gallup “State of the Global Workforce” 2013.

Employees Leave When They’re Not Engaged

25%

of all new employees leave within one year

Source: “State of the Global Workplace.” Gallup, 2013.
Source: Deloitte University Press. “Global Human Capital Trends 2015.” Deloitte, 2015.
Source: Customer Think. “Where Customer Experience is Going in 2015.” January, 2015.

2x

employee salary to find and train a replacement


Why should we care? Everyone wins with engaged employees

Engaged Employees =

•
•
•
•
•

Increased employee productivity
Increased employee loyalty
Increased customer satisfaction

Increased company financial results
Increased shareholder value

O
PR

SOURCE: Gallup “State of the Global Workforce” 2013.

Y
IT
V
TI
C
DU

TY
L
YA
O
L

TS
L
SU
E
R


What Employees Want . . .
Gallup’s Q12

•

To know what is expected of me

•

Info and equipment I need to do my job

•

The opportunity to do my best every day

•

In the last seven days, I have received recognition

•

My manager cares about me as a person

•

Someone who encourages my development

•

To feel I have a voice that counts

•

A company mission or purpose that makes me feel my work is important

•

Teammates committed to quality work

•

A friend at work

•

Someone who talks to me about my progress

•

Opportunities at work to learn and grow

SOURCE: Gallup “State of the Global Workforce” 2013.


But Today’s HR Systems of Record Were Built for Transactions,
Not Engagement

Your Systems

Your Employees

“There is an error on my paycheck. Who can help me?”

Learning

BI

Intranet

Management

BI

Intranet

“Are there any good trainings to help me close more business?”
Payroll
Performance

Payroll

Management

HRMS

Ticketing

Recruiting ATS

HRMS

Career Site
Onboarding Portal

Onboarding Portal

Career Site

“Who are our high performers, and how do
we learn from them?”


What if you could engage every employee, drive productivity & and retain
the best talent?


Salesforce for HR & Employee Engagement

Employee

Employee

Journeys

Communities

HR Helpdesk

Custom Apps
Onboarding

HR Systems of Record:

Referrals

Salesforce HR
Analytics

AppExchange Apps

Interviewing

Recruiting

Learning

Talent Management


With Salesforce You Can Transform HR & Drive Engagement for Today’s Employees
Engage

Service

Automate

Service Employees Effortlessly

Engage Every Employee

Automate Employee Processes

Provide Proactive & Prescriptive support

Drive 1:1 Employee & Engagement &

Automate & Streamline Employee Facing

to your employees

Personalization

Processes

Community

Service

Community

Transform

Optimize & Drive Innovation

Optimize and Drive Innovation in Key HR

Apps

Apps

processes

Community

Apps
Service

System of Engagement

System of Record


Deliver Great Value with Salesforce for HR & Employee Engagement
4 P’s

Employee & HR Engagement

Value

Capabilities
Employees
Self-Service

Deliver Pain-Free Support &
Engagement

Simplicity: Empowered Employees
Knowledge

Integrated Channel Experience
Contextual Collaboration

Deliver Proactive & Pre-

Mobile

Customer Satisfaction

HR Ops & Support

Emptive Engagement
Speed: Automation & Optimization
Case Management

Employee 360 View
Contextual

Deliver Personalized Service
& Engagement

Collaboration

Performance & Productivity

360 View
Console

Retention & Employee Relations

Support Resolution Time & Costs
Business Insights

Better Business Insights & Data

Drive Productive Support

Process Automation

Performance & Productivity

Operations
Mobile

HR Management Visibility


Customers Transforming HR & Driving Employee Engagement
Support & Service

HR Helpdesk

Employee Shared Services

Engage & Grow
Onboarding Employee

Recruiting App

Apps

Social Intranet

Social Intranet
HR Helpdesk

Social Intranet + 50 Apps
HR Help Desk

HR Shared Services

Automate & Manage

Social Intranet

Advertiser Production App

Recruiting App

Recruiting App

60 HR Apps + Social
Intranet

Social Intranet + Employee
HR & Finance Shared Services

HR Service Center

Apps

Social Intranet

Recruiting App

Feedback & Rewards
App

HR Help Desk

Social Intranet

HR Apps


Sample Vision: Employee Self-Service & Engagement
Personalized Engagement & Experience
based on employee’s profile, role, location
& past interactions

Seamless access to key employee apps,
actions & relevant knowledge

Collaborative experience across key
actions & processes


Sample Vision: Employee Self-Service & Engagement

Personalized Engagement & Experience
based on Employee’s profile, role, location
& past interactions

Seamless access to common HR requests
& actions

Discover relevant info & expertise quickly
& easily


Sample Vision: Employee Self-Service & Engagement

Seamless access to core HCM info from
other systems

Quick access to active requests and
actions – view & manage info


Sample Vision: HR Employee Engagement Center (Agent View)

Personalized 360 View of
Employees

Proactive & guided support

Seamless access to relevant
knowledge & HCM systems


Sample Vision: Employee Engagement & Collaboration on Goals, 1:1 Coaching & Recognition
Easy navigation of org hierarchy & employee
directory

Personalized goal setting & coaching

Collaborate with manager, mentor & peers
on goals

Quick snapshot of the goals, status, due
dates


Sample Vision: New Hire Employee On-Boarding

Personalized & guided on-boarding
process

One stop hub for all on-boarding activities

Discover relevant info & expertise quickly
& easily

Collaborate with manager, mentor and
peers


Disrupt with Mobile HR Service & Employee Engagement Apps
App Menu

Org Chart App

Concierge App

Social App

“Employees shouldn’t be worried about HR issues; they should be focused on the
customer. Salesforce lets them do that.”
Rob Grajeda, Director of Operations at Coca-Cola

Logo
Logo

Coca-Cola Saves $4M Per Year Streamlining HR Service Delivery
Needed to overcome challenges with a poor employee experience and delayed access to metrics
250 Tier 1 & 2 agents on Salesforce, supporting 18K employees in 137 countries and in 6 languages
Ability to deliver answers anywhere: help desk, employee community, chat, email, mobile
$4M in annual cost savings and employee satisfaction improved to 4.8 out of 5