As employees journey through work, they encounter both material
moments that matter, like onboarding or a promotion, and everyday
moments like getting a new piece of IT equipment.
A typical employee’s day may go something like this. They start by
arriving at the office only to realize their network password has
expired and they can’t login. They may need to quickly book a meeting
room for an important client presentation. Then they need to find
out how to get their client access to the guest Wi-Fi network. After
nailing the presentation, they will need to visit the client’s
headquarters, so they need to request a corporate credit card for
expenses. And finally, not knowing if their corporate benefits package
covers travel insurance, they search to find the company’s benefits
and travel insurance policy.
All these moments are examples of when employees need service from
their employer. Each one of these moments is an opportunity to delight
employees. When organizations succeed, employees become raving fans.
When they fail, employees complain and post comments on social media,
or worse, they leave. The service they receive during these
moments will significantly impact the overall employee experience, and employee productivity.
How well are organizations delivering service to employees today?
Over the last decade, born-in-the-cloud applications like an eBay,
PayPal, Amazon or Lyft have transformed our lives at home. They take
what's complex in our personal lives and make it simple, easy and intuitive.
At work however, employees feel like they’ve gone back in time. Work
life is filled with frustrating, repetitive, and routine tasks. A
couple weeks ago at the HR Technology
Conference, industry influencer and thought leader
Jason Averbook asked an audience, “what year do you think it feels
like to your employees trying to get stuff done compared to outside of
work?” “Nearly 70%
responded saying it feels at least 10 years older and more
antiquated inside of work than it does outside of work”.
ServiceNow recently conducted a first-of-its-kind global
study of employee perceptions of their service experience and how
it affects their work. The research shows that the service employees
are getting today at most organizations is not meeting expectations.
In fact, over half of employees do not feel that their employers are
invested in improving the experience for their workers. Specifically,
they do not find it easy to do things like:
Find information or ask a question about their benefits
Request equipment from IT like a laptop or mobile phone
Get an update about a previous request or issue they reported
Organizations that deliver great service to employees realize
significant competitive advantages. ServiceNow’s study also found that
there is high correlation between employees finding tools and systems
easy to use and being able easily find information, with
high eNPS (Employee Net Promoter Scores). Bottom line, removing
friction and frustration from everyday tasks leads to better employee
experiences and happier, more engaged, and more productive employees.
Why do organizations struggle to deliver services to employees?
With billions of dollars being invested in new cloud-based human
capital management (HCM) systems, why are organizations continuing to
fall short on meeting employee expectations around service? In
response to whether or not all this technology is helping, Josh
Bersin, a globally-recognized HR and IT industry analyst stated in
Employee Experience Platform: A New Category Arrives: