ServiceNow Platform Implementation- The Key to An Enhanced Employee Engagement

Today, workplaces are evolving rapidly. Amidst an ongoing pandemic, employee engagement has gained substantial significance. Employees face routine issues such as payroll queries, approvals, benefits related queries, password resets and broken laptops. Due to different portals, systems, and processes, the burden falls on an employee to figure out a path to resolve his queries. Such complexity only leads to delayed resolution of issues and bad employee experiences. These are the aspects where they expect tech-backed consumer-grade experiences so they can focus on being productive without losing time on repetitive and routine tasks. They are looking for technological empowerment to do their jobs without friction. Therefore, technologies within the workplace also need to evolve to assist businesses in improving communication and employee engagement.

Here’s where ServiceNow, being a simple and intuitive solution assists your business in improving employee productivity and satisfaction leading to increased retention.

ServiceNow Employee Workflows to Enhance Employee Engagement

ServiceNow is a platform on which different functions can be built and optimized. Here’s a look at the different employee workflows that can be set in motion by ServiceNow platform implementation.

HR Service Delivery

The ServiceNow HR Service Delivery application creates a single platform that hosts all the HR services. It automates all sorts of interactions with the HR department. Here’s how it can boost employee experience and productivity.

• HR managers access the employee journey management portal that features templated employee journeys, interactions, and workflows. These templates can be personalized to deliver a quick and connected experience to employees while onboarding them. They can be used to gauge a new employee’s sentiment and develop a learning experience roadmap for them accordingly.
• The employee center is a multi-departmental service portal that connects the IT, HR, workplace services, legal, and procurement departments. This portal provides an omni-channel self-service experience.
• HR officials can leverage virtual agents to raise and submit service tickets and take action on the same. This enables cross-team collaboration to complete tasks in an accelerated and efficient way. This provides a big boost to HR employee productivity.

Workplace Service Delivery

The ServiceNow Workplace Service Delivery application provides a single platform to host extensive facilities management services and automates workplace-related service requests.

• The workplace space management portal present metrics defining different aspects of office space such as occupancy percentage, the total area available, among others. These metrics are then analyzed for better design and space management. It helps in forecasting future space needs, simplifying the charge back process, and adding areas to create various units of spaces.
• The workplace reservation management portal allows an employee to reserve modules on behalf of another employee. It includes auto approvals for reservations, modifying the reserved modules that includes activating or de-activating the module, configuring the sign-in and sign-out requirements to access the reserved module, and many more.
• The workplace space mapping portal integrated with MappedIn application enables importing data on office spaces such as buildings, floors, rooms, among other. Employees can explore the workspace using floor maps and locate an employee or a particular room.

Legal Service Delivery

The ServiceNow Legal Service Delivery application creates an interface with intelligent workflows that allow employees to raise legal service requests.

• The legal simple contracts portal allows a user to modify the foundation data to provide legal request services to employees. They can use these services to submit ticket requests to the legal department to obtain the standard contract documents.
• The ad-hoc approvals feature simplifies the process of obtaining approvals for ad-hoc legal service requests, attachments, matters, and others.

Procurement Service Management

This application can be used by procurement managers to perform a series of functions that are tracking service catalogue requests, creating, and managing purchase and transfer orders, and assets receipt.

• The procurement overview module enables easy tracing and managing purchase orders, requests, and other critical procurement tasks.
• Activating procurement plugin sets in motion the core procurement functionalities.
• The request items source module allows request fulfilment by drawing assets from requesters’ local stock. If unavailable, the asset request is automatically either transferred to other stockrooms or another purchase order is created.
• The procurement purchase order management module is critical to maintain correct purchase order data for invoice tracking and reporting to the ServiceNow platform.

Now Intelligence

The Now Intelligence aids in boosting employee productivity by enabling automation, self-service, and process improvisations. This portal enables an employer to get real-time insights into the productivity patterns of its employees.

• The automation discovery portal identifies aspects that can be automated using predictive intelligence and virtual agents. This enables employees to reduce the issue resolution TAT to a significant extent.
• The performance analytics portal enables employees to track their KPIs, their success rates of meeting targets, identifying potential process obstacles, among others.
• Employees can assign multiple fields to highlight records instead of a single field such as “priority”. This will help avoid overlooking records that may need an immediate attention.
• Using virtual agents to handle common queries helps customers get an immediate help. These are also functional in providing customers a personal experience by remembering and applying their personal information such as their name during the conversation.

Safe Workplace Suite

This portal helps an employer to ensure an employee’s readiness to return to work and maintain their health and safety in the workplace while the pandemic is still looming large.

• The employee readiness survey gauges an employee’s thought about returning to work, their health conditions, and other personal concerns.
• Based on the survey findings, employers can use the employee screening application to record the health screening of employees to enter the office premises. This application comes with an employer’s own preset health criteria. It is tallied with the screened employee’s health status based on which an employee is allowed an entry.
• The workplace safety management application schedules the disinfection of workspaces after the end of shifts. This application provides a real-time view of the workspace disinfection status.
• The workplace personal protective equipment inventory management application enables easy managing and tracking safety equipment needs such as PPE suits, sanitizers, among others. It features a dashboard that provides a complete view of the safe equipment inventory of each facility. It also helps to analyze how the requirement for safety equipment requirements had and will change over time.

ServiceNow Customer Workflows to Boost Customer Experience

An effective ServiceNow platform implementation sets in motion digital workflows. These workflows connect the siloed front, back, and middle office tasks to improve customer issue resolution. It automates common queries thereby decreasing the customer issue redressal TAT. Here’s a look the recent ServiceNow Customer Workflows Rome release:

• The focused playbooks feature helps employees focus important issues at hand. It guides the employee by displaying data on the process steps and alerts on any change in the following step. It improves issue resolution accuracy.
• The “next best actions” feature advises on steps that an agent must take on priority to resolve an issue. It dynamically ranks action steps based on their repetition and priority.
• B2B2C customer data models help in creating complex business models for customers.
• The conversation autopilot feature improves employee productivity by delegating the common queries to virtual agents. Employees can monitor the conversation in real-time and regain control if needed. This eliminates the feeling of having an impersonal conversation by customers when they are discussing complex issues.
• Virtual agents use the rich messaging enhancement feature to book, cancel, or reschedule customer appointments on their favored communication medium.

How Can We Assist You with ServiceNow Platform Implementation?

As a leading ServiceNow service provider, we have vast experience in leveraging the ServiceNow platform to provide sound and effective employee engagement solutions to our clients. We have hands-on experience in creating digital workflows, unified self-service portals and virtual agents to enable employees solve everyday problems on their own. 

For instance, our cloud-based ticketing system helped a US-based granite company provide employees with automatic updates of IT service requests. Employees could raise service requests through multiple channels which would then be routed to agents automatically based on priority. The end-to-end tracking of the IT service requests kept employees focused on what was most important to the broader goals.

Our experience includes optimizing workflows for HR, IT, and other departments within an organization. We achieve this by breaking down siloed systems, creating single repository of business data for easy access across departments, adopting an agile culture to roll out new technologies etc. Our servicenow driven solutions for employee engagement have assisted our clients create a work environment were employee find it easy to execute their tasks.

Who Are We and Why Are We Considered As An Industry Authority?

This article is brought to you by FlatworldEdge, a leading ServiceNow implementation services provider. Our implementation services scope ranges from consulting, pilot, customization and configuration to user training, data migration services, integration, and many more. Get in touch with us to know how our ServiceNow implementation services can uplift your operational workflow in no time.