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The power of ServiceNow data: an HR story

Import · Jun 25, 2024 · video

Sean, you mentioned I started on my ServiceNow journey actually back in 2017, which was very early days of the HRSD side of the platform. But, even then, we had these analytics at our fingertips and they were so useful. So I think about, we had this one annual event and every year the parameters of that annual event changed, but it was very impactful and meaningful for employees to take the steps as a part of that event to ensure that everything was going to be good for them. But because the parameters of the program changed every year, employees were often confused. And, me being a new HR Leader and having worked in the world of customer service for so many years, employees came in and they started asking questions as the event was wrapping up. And I went to my boss and I was like, “My gosh, everybody is calling up and they're asking about this.” And she was like, “Okay, no slow down. How many employees asked you about it?” “Well darn, I actually have all of that at my fingertips in ServiceNow.” So I ran a report, and out of a population of 10,000 employees, we'd had 800 queries about it. Kind of a high volume, especially given that I only had a four person team, a little bit intense. So then we take that to the person who runs this program and we say, “Hey, these are the questions we got.” And we were then able to work with corporate communications to build out a better communication avenue for our employee population for the next year's annual event. And then at the end of that event, we were able to measure it and we had about 200 inquiries that year. Huge decrease in volume. Third year, I'm running this program. This time we've taken an even deeper look at those analytics that we had from ServiceNow from the prior year. And when the program ended at the end of year 3, we had less than 20 inquiries. So incredible win. I mean, if I could have done a back flip, I absolutely would have. But to me, that's the power of the data. That is saying, “This data is not a once in done.” “This implementation is not a once and done.” Every time you launch an event, every time you launch a new initiative, you need to be evaluating your data. You need to be refining your process, and reevaluating once you've refined that process, and you keep doing it and keep doing it, and keep doing it until it becomes second nature to you as an organization. And then you're going to find that you really are delighting your employees.

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