all right it looks like just about everyone is in again welcome to Glide fast on air I'm kie Alexander from glidefast Consulting I'll be moderating today's webinar unboarding transformation Journey with service now hrsd before we get into the webinar I would love to share some information about Glide fast so Glide Fest is a consulting firm that is dedicated exclusively to service now as an elite service now partner our expert team of developers and Architects have worked on both sides of the table the customer side and the Consulting side our company was founded by service now Architects and we're proud to have a team of over 500 experienced Consultants an average seat score of 4.8 out of five America's Elite partner of the year for two years running and more alal that you can see here on your screen we'll be monitoring the Q&A throughout today's session so please send over any questions you may have and we'll do our best to answer them all right so let's talk about why we are here employee unboarding is the most important moment that matters for both the employee and the organization and today we're in for a real treat with our featured guest Lynn ballerini as she peels back the layers on how to build an exceptional unboarding experience for new employees Lynn comes to us with as an HR leader with proven results developing and monitoring High performing teams and designing and implementing HR strategy technology and programs in fact it's her design that is the foundation of H of service now unboarding solution as we know it today currently Lynn serves as senior director of HR digital transformation at glidefast Consulting with that said I couldn't think of anyone better to facilitate today's conversation how service now powered by Glide fast is leading the way to optimizing unboarding practices and unlocking your Workforce full potential with service now HR Service delivery so without further Ado I'd like to hand the webinar over to our featured guest and expert Lynn ballerini thank you so much collie it's a pleasure to be here today you know the term onboarding is nothing new and the concept of onboarding employees has been around in HR since the 70s so while I Was preparing for this session I looked at what's out there today and I was really surprised to see how much material is available about onboarding it all tells a very familiar story in fact in a study by Gallup in 2019 they explored the impact of an exceptional onboarding experience and the relationship between exceptional onboarding and job satisfaction at that time Gallop found that only 12% of employees felt their company did a great job with onboarding even though those that did have a great onboarding experience we almost three times more likely to say that they have a best possible job so why is it so important for your organization to have an exceptional onboarding program during this webinar we'll explore the onboarding value proposition and how Glide fast can help you to maximize it so in the study that I was mentioning Galla found that the difference between a program that employees strongly agree was exceptional a five on a five point scale versus just agree a four on the scale is the difference between an effective program and a waste of time note that when employees simply agree that onboarding program was effective only 30% of the new hires felt they were prepared and supported to excel in their new role so that's a really astounding statistic and let's take a look at these numbers Gallup found that when employees strongly agree that they have a good understanding of how we do things at the organization they're almost five times more likely to strongly agree that their onboarding process was exceptional and these stats run the board employee morale has been proven to be directly linked to the onboarding experience these tenants still ring true and the value of exceptional on boarding is widely understood recently the society for human resource management Sherm reported that 69% of employees are more likely to stay with a company for three years if they experienced for at least three years if they experienced a great on boarding and organizations with a standard onboarding process experienced 50% greater new higher productivity research conducted by glass store found that 91% of employees who went through effective onboarding felt strong connectedness at work even though this Association is well proven onboarding is still a challenge at companies today some typical challenges that we see are the result of an inefficient timec consuming process that does not deliver a personalized experience hiring managers are frustrated with manual requirements and need to work with multiple teams across departments because much of the work is manual significant followup is required and things simply slip through the cracks that results in last minute fire drills or even worse a situation where a new H shows up when they're not expected there is no pre-boarding experience even though this is known to be a time where new hires are the most engaged and excited about starting their new position there's very little thought about what to do after day one and what is the differentiator there with this kind of onboarding process are we really setting the person up for success I love this slide because in in the picture that you see here of today's experience it's it's true that most new hires are dealing with an overload of information coming at them from all directions this can be confusing frustrating and timec consuming and to make matters worse employee expectations today are high they are used to a consumer grade experience where they can get what they need where they are when and how they need it so with service now we meet and exceed employee expectations we provide frictionless consumer grade experiences for the new hire starting the moment they accept their offer companywide tasks what we call enterprise-wide are delivered seamlessly and there's a full visibility of activities and dependencies to all stakeholders managers are empowered to provide customized selections for their employees but all standard processing requirements are pre-populated for them the system is intelligent and it makes the employee feel welcomed even by the very simple process of using their preferred name it's this kind of thoughtfulness that makes a person feel instantly welcomed and the entire process helps them to be more productive and confident throughout their Journey at the company onboarding has always been important but why is effective onboarding even more critical now just last month the conference board released its SE Suite Outlook survey of more than 12200 Executives the results indicated that attracting and retaining Talent is the CEO's number one top priority for 2024 among human capital challenges CEOs say they're focused on developing leadership and Workforce capabilities strengthening organizational culture with the goal of attracting and retaining talent and with labor shortages subsiding but still serious just 4% of CEOs are making return to office a top priority in 2024 really interesting stats there so now we have another poll question how important is effective on boarding to your company very important important somewhat important or not important an effective onboarding process as we've been discussing is proven to develop Workforce capabilities strengthen organizational culture and retain Talent it's also a competitive differentiator in a tight labor market and the service now platform delivers a personalized frictionless welcoming experience even and especially with remote hires so 79% of you said that very important an effective onboarding program is very important 16% said important 5% said somewhat important and nobody said not important so I think everybody is realizing the value and and importance of an optimized and effective onboarding program so let's talk a little bit about what makes an onboarding program effective and to do this I thought we'd start first by describing what onboarding is not it is not about compliance it's not about benefits enrollment and it's not about getting computer equipment while these activities certainly should be included in all onboarding programs the key to a successful onboarding program is understanding the New hirer Perspective onboarding is not a program or a process it's an experience it's not a one-size fits-all it needs to be cat to the individual and the role and when it's done well it defines the value proposition and sets the stage for the employment journey I couldn't resist I have to say it you only have one chance to make a good first impression the old adage still Rings true tailoring your onboarding journey to meet the needs of the newcomers is critical so we have another poll here which statement best describes your current onboarding program is it standardized web-based virtual onboarding is it a manual process led by the recruiting team with HR Support on-site Live program or hybrid on-site virtual or fully automated personalized to the new hire yes you know as we were talking about retention uh stats our objective when we when we have an effective onboarding program is to keep the employees we want them to stay with us longer we want them to feel more fulfilled and more engaged and truly it's not what my employees do for me but what I can do for my employees that matters here so let's see do we have those results wow so 28% of you have a standardized web-based or virtual onboarding 28% % have a manual process led by recruiting team with HR Support 39% have on-site live or hybrid program and only 6% have a fully automated solution personalized to the new hire so that looks like we have a lot of opportunity here to really leverage the technology that's available today so let's look at what service at on boarding can do for us what what if the onboarding program could be individualized to the newcomers needs and create a journey or experience that supports them with what they need when and where they need it and what if it could be automated without losing the personal touch that new employees need and expect and how about if it could enable cross departmental coordination and visibility for all stakeholders in real time service now can do all this while leveraging analytics to identify areas for process Improv Improvement giving managers the ability to create a consistent yet customized Journey for their new employees making employees feel instantly welcomed productive and confident throughout their experience remember Employee Engagement equals economic value um in this slide you can see a quick snapshot of a new High's onboarding Journey starting with pre-boarding the system quickly and easily snaps together onboarding experience and other complex processes and maintains newcomer engagement throughout it also provides end to-end visibility it allows HR and the hiring manager to take action during moments that matter with step-by-step guidance and easy to use dashboards I often say that nothing has transformed the HR experience more than service now has and this is particularly true when it comes to onboarding onboarding in the pre-boarding phase can be a teaser for all the benefits they're going to get as an employee it is also a continuous road map of the employee journey and it can include not just the employees immediate needs but a 30 60 90day and even a yearl process this is all configurable in the tool let's take a look at how service now has transformed the onboarding journey I love the concept of personas for me as an HR operations leader the idea of an onboarding Persona was new and once I understood the process from the perspective of each stakeholder as a Persona I began to have a better idea of how to map a best practice Journey for new hires and those that support them service now transformative approach looks at the onboarding journey this way but it keeps the new higher front and center while each stakeholder May own a piece of some of the tasks it does take coordination between each part to create this frictionless experience for everyone and and different roles may require a different onboarding Journey so in this Persona slide you can see the new hire the hiring manager an employee and the HR administrator while each of these have different responsibilities across the Enterprise they're all organized mapped and tracked in an easy and transparent way in the tool to help guide the journey keeping it smooth and seamless think about the different personas within your organization Executives who require focused integration immersion into the organization and stakeholders support to understand the organizational culture managers who need to understand how to support and administer company policies the workforce and their needs and the company's current events and culture remote workers who may feel distant and disconnected at times persons with disabilities who may need special accommodations contractors who are not full-time employees and can't be treated as such but still need to feel engaged with a sense of purpose and value in the work that they do seasonal or gig workers with frequent on and off boarding experiences or occurrences what are some of the other personas you may have and what are the different needs across each of these personas how can onboarding be flexible enough to accommodate them all with service now the new hire Journey can be designed for the role location department and other selected criteria to drive the process map and deliver information accordingly this is all configurable in the system so for example a new hire in Portland will receive information about their local office their team maybe their commute or parking information while the new hire in New York will will receive different information and it's all automated so HR doesn't have to worry about what information to send to whom it's truly amazing here is a view of an onboarding portal that a manager would use to set up a new hire the manager simply clicks to open a request and completes the required information the system guides them throughout the process from start to finish here the manager by clicking this button right here can craft a short personal welcome note and the system will send it the manager can see which tasks are complete and which are overdue both for the manager and the new hire they can even add a mentor on this screen as you can see right here this will kick off a workflow inviting the mentor to support the new hire and Advising the manager once the invitation is accepted so the manager can then allow the system to send an invitation to the new hire it is all through an automated workflow that's controlled through system notifications and approvals again a very much configurable functionality that can be designed to your preference here in my tasks for the hiring manager they can see checkl list items and act accordingly this is how the process supports every hiring manager enabling a thoughtful and consistent process for all new hires across multiple departments so here the uh manager can assign a new hire buddy or schedule a welcome lunch um or select which Cloud accounts uh the the new hire can access and once chosen that information will automatically flow to the IT team it team responsible for systems access so that's why it's truly an Enterprise experience on the new hire side here we are looking at Nick Newman's pre hire tasks and you can see Nick has been a little bit of a bad boy he's 27 days overdue on some of his tasks Nick can view a my task page that that shows any outstanding items for their action and we can also configure the tool to send reminders at certain intervals depending on your preference this can all be personalized with your your company's branding and it's a simple and easy way to ensure the new hire is as ready as can be for day one and of course these actions are also visible to the hiring manager in the journey overview here you can see that service now albrey is a game changer this modern userfriendly experience adds value both in terms of reducing the manual burden on the hiring teams and the stakeholders as well as improving the new hire experience their speed to Effectiveness in their new role and not to mention job satisfaction and retention as we discussed earlier but how does this translate into a real life example here is a Glide fast case study of a global medical device company they had a non-standard onboarding process that was managed locally in each country this impacted their capacity their ability to know where the new hire was in the process and the new hire experience in general the manual steps were both tedious and boring for the new hire managers and for the new hires it was extremely inefficient our goal was to stay standardize the onboarding process as much as possible for all four Latin America regions with service now glidefast implemented a standard onboarding life cycle process using service now HR Service delivery and configured 10 activity sets with over 50 basic activities or what we call HR templates across pre hire preon boarding and day 1 through 90 Glide fast harmonized a consistent process across the latam countries and centralized a One-Stop shop approach to guide all stakeholders through the process and reduce handoffs and manual work we did this in an approach that also enabled the system to be ready for cloning to other client regions of the world gladfest was able to reduce Time by automated reduce time to start by automating this onboarding process increasing the autonomy and productivity of of new hires and their managers and our client was very satisfied with with the result they do plan to implement the same onboarding solution globally so exciting now that you have seen the art of the possible I have another survey question for you how many people believe your existing program needs Improvement I would say based on the results we saw in the earlier poll there is still a lot of manual work that is being done out there and even you know Hybrid models have quite a bit of room for improvement of course the Glide fast service now onboarding tools can also be joined with a local office event so we can have a lot of the pre-boarding work done through the onboarding system then when they arrive at the office you can have a hybrid approach with a local live event and then they can complete their newcomer new hire paperwork on their laptop in the office or when they get back home later in that day so there's a lot of different approaches but leveraging the technology that's available in service now on boarding is definitely key to uh enabling that technology technology enhancement so 94% wow that's a high percentage 94% of the attendees on this webinar believe that their existing program needs Improvement well that's exciting because Glide fast is offering an onboarding Health analysis and an onboarding Deep dive with remediation so what is that in the onboarding health analysis we will review your current onboarding process and conduct a gap analysis and a data analysis to provide insights that can help enable Automation and case resolution we'll conduct interview sessions with onboarding stakeholders and process owners to identify opportunities for improvement and process optimization we will design an albo solution architecture road map and help build your business case this includes an onboarding governance approach with reporting key performance indicators service level agreements and longterm sustainability recommendations you can also uh opt for an onboarding Deep dive with remediation and following the health analysis we can transition into a remediation phase where we would address mutually agreed upon issues and challenges that were identified during the analysis so that you could springboard into your new onboarding experience the Deep dive includes the health analysis plus optimization activities implementation of data model refinements and tailoring of identified sources of data population configuration of onboarding system and dashboards and migration of existing data to align onboarding best practices so for information about how to request either of these options or to sign up for a free Discovery uh session you will uh see in the email that will be sent to you after this event so after today's event you'll get an email that will give you the option to request more information you know every client has different needs this system is very configurable and I'm really excited about the new technology that we have available to thank you Lyn for that great presentation that was awesome you know we started getting lots of questions coming in before you um even completed your presentation so that that's a great sign that the your information is resonating with folks so attendees if you have any questions feel free to drop them into the Q&A we have Lyn here again she has over 25 years of HR experience and this is a great time to get your questions answered and since we have some already i' like to go ahead and toss you a few questions Lynn if you don't mind sure okay so first what kind of license do you need from service now this question came up a couple times both from a Anonymous attendee as well as from Jay so as I mentioned this tool is it reaches across the entire organization we call that the Enterprise so you do need to have the service now Enterprise licensing for the onboarding product how long does it take to M service now on boarding so every client is different in terms of their maturity towards on boarding you know like how how well documented are their processes do they have some standardization today uh do they have a central centralized HR or is it distributed in their organization but as a general guideline the onboarding implementation takes a few months to implement with specific timelines derived from various complexities within your existing onboarding process so these typically will determine the actual duration of the implementation and it does vary from company to company sure sure thank you so much for that finally how we'll take this last question how does unboarding work with our other employee tools well you know we do have there is a proliferation of HR technology out there we all know that and generally you know your hris is the system of record or what I call the Destin but onboarding is the journey and that's the employee experience as a coming on board and joining the company all right well thank you everyone for your attendance Lynn thank you so much for that great presentation all of you will get a copy of this recording sent to your inbox if you have questions that were're not answered during our Q&A just now feel free to reach out to us at info glast.com or you can reach out to me at ki. Alexander glast.com and to see more sessions like today just visit our website and we'll see you in the next one bye thank you so much have a great [Music] day