Bob continues, “To enable this shared services model, we needed to standardize and automate our onboarding. Our hiring managers told us they were struggling with manual processes and multiple systems–one to request computers and phones, another for office space, yet another for parking passes, and so on. The process was cumbersome and hard to navigate–and it often relied on tribal knowledge. We wanted a one-stop solution that drove onboarding end-to-end, making it easy for managers to get new hires what they needed to succeed.”
ServiceNow helps Asurion deliver a next-generation onboarding experience
After examining its options, Asurion chose ServiceNow® Enterprise Onboarding and Transitions. Bob says, “The choice came down to ServiceNow and Workday. We had both systems in house–we used ServiceNow for IT, as well as HR case and knowledge management, while Workday was our HRIS. Both had onboarding, but Workday drove everything by email. With the ServiceNow employee service portal, we could offer our hiring managers and new employees intuitive onboarding checklists, manage and assign tasks across multiple departments, and distribute targeted content to new hires–welcome videos, useful role-based information, and more. With chat, ServiceNow also made it easy for new employees to get instant online help.”
Asurion uses ServiceNow out-of-the-box capabilities to go live in just two months
Asurion went live with Enterprise Onboarding and Transitions in only two months. According to Bob, “We started with a minimal viable product for our exempt North American employees. We were able to use out-of-the-box ServiceNow capabilities, which dramatically simplified the implementation. And, since we had already integrated ServiceNow with Workday for IT, this made the implementation even easier. After we launched, we spent another six weeks fine-tuning the solution based on employee feedback–at which point, we were ready to go global.”
ServiceNow drives the entire fulfillment process–simplifying onboarding for Asurion’s hiring managers
Now, when an offer is extended and accepted, Taleo adds a new employee record to Workday, which then triggers the ServiceNow onboarding process. Using ServiceNow, hiring managers simply pick the resources they need for their new employees, including computers, phones, office space, software applications, passes, and more.
ServiceNow drives the entire fulfillment process–hiring managers and recruiters no longer have to find out where to go or chase things down once the request is made. And, when a new employee shows up for their first day at work, ServiceNow automatically prompts the hiring manager to activate the employee’s credentials, completing the fulfillment process.
ServiceNow helps Asurion’s new hires succeed by automatically pushing useful information to them before and after they join
For new hires, the onboarding process starts before they even arrive for work. Bob explains, “ServiceNow automatically pushes useful information to the new employee before they join. This includes invitations to explore benefits information and watch videos about Asurion. Then, on their first day, ServiceNow tells them how to get going, including setting up email, accessing marketing materials and templates, and carrying out a range of other day-one activities.”
Bob continues, “A few days later, once the employee has started to settle in, ServiceNow helps them with activities such as setting up direct deposits, selecting benefits, and making 401(k) elections–working seamlessly with other HR systems such as ADP and Fidelity. Then, over the next 30 days, ServiceNow provides a drip feed of useful information that is specific to the employee’s role.”