Syncing with ServiceNow: Employee onboarding for better engagement and retention from Day 1

Only 52% of workers felt satisfied with their latest employee onboarding experience, according to a Paychex survey. That means just under half of new hires are dissatisfied and feel unprepared to start their new jobs.

Nearly 40% of survey respondents found onboarding clear, 32% said it was confusing, and 22% said it was disorganized. Four out of five (80%) new hires who feel undertrained due to poor onboarding plan to quit.

Poor onboarding experiences aren’t new for HR teams. At ServiceNow, we wanted to figure out how to change this paradigm in a meaningful and effective way. With an employee satisfaction rate of 92% in 2023 and a retention rate of 161%, we’re making progress.

Host: Andy Whiteside
Co-host: Eddie McDonald
Co-host: Mike Sabia

Transcript

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Andy Whiteside: Hello! And welcome to Episode 36 of syncing with service. Now I'm your host, Andy Whiteside. I'm working from a hotel office space

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Andy Whiteside: it looks like Eddie and Mike are both working from their home offices.

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Andy Whiteside: I don't know how this sounds. I'm using little cheap set of headphones here. But, Mike, Eddie, how are you guys doing?

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Andy Whiteside: Don't Bro.

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Eddie McDonald: Right? And yeah.

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Mike Sabia: You're clear.

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Eddie McDonald: Yeah, you're coming through pretty clear. So cheap is good, I guess in this case.

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Andy Whiteside: You know it's cheap, is good, and technologies come a long way. And you guys haven't been that long ago you go to a hotel, and it was Spotty at best, and now you know.

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Andy Whiteside: pretty decent.

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Eddie McDonald: Yeah, yeah, absolutely.

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Andy Whiteside: My, the way I look at that is bandwidth and faster hard drives fix a lot of problem.

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Eddie McDonald: Well, ironically, we're talking about employee experience and customer experience is tied into that. And the hotels know that you know, people need fast Internet. So that was a need that was addressed. Because I can tell you that if the Ho, if a hotel had crappy Internet, I'm going somewhere else, you know I won't go back.

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Andy Whiteside: And you know what I find interesting about that, whether it's a hotel or even a country like United States. You know, the the cutting edge guys probably got hurt in the beginning because it it all evolved so fast

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Andy Whiteside: that, and you know, hardware had a lot to do with it at the time. Now it's all software driven. You really could have got ahead of the curve and then been behind it almost instantly

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Andy Whiteside: back in the day when it comes to, you know, network connectivity.

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Eddie McDonald: Yeah, absolutely.

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Andy Whiteside: So, guys, let me do the commercial real quick. We are a service. Now, partner, we are a phenomenal service. Now, partner, and we mean partner, as in the true word, partner. I was at lunch with a customer a little bit ago, and and he would say things. And I would say, Yeah, we can definitely do that for you. And here's how we're gonna do it. And he's like, Well, I never had a partner do that for me. I was like, that's cause you never worked with a real partner.

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Andy Whiteside: And you know. Alright, daddy, here it comes. You, you know our investors think of that strategy.

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Eddie McDonald: Oh, man, what investors! I didn't know. We had investors.

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Andy Whiteside: We don't have investors, and that's why we're going to keep it. Because if we had investors they would be all over us to maximize every penny, and sometimes partnerships don't work that way.

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Andy Whiteside: so let's

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Andy Whiteside: that's the that's the good. My, okay, here's the commercial, a nutshell. If you're looking for a true partner around service. Now.

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Andy Whiteside: Zintegras, that partner, because we look at the world very different than most other partners, and when it comes to accounts of various sizes and fairly large ones. We can look at it the way service now needs to look at it, too. But of course they're a publicly traded company. They've got to do what they've got to do. I like to think we're the answer. And we're we're heavily leaning in and investing to be that answer.

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Andy Whiteside: So Mike and Eddie, you guys brought a blog for today, we're gonna review called employee onboarding for better engagement and retention from day one.

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Andy Whiteside: You know that whole employee experience, whether it's how they they see the company, how they see the leadership the 1st thing they touch and interact with really has a lot to do with how they perceive the company for quite a while, and maybe forever. Eddie, I think you chose this one? Why does this matter so much to you?

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Eddie McDonald: Well, well, 1st of all, you're not sharing. If you're sharing the blog, I'm not seeing it one but I I chose it, because, you know, I've been around your goodness and service now for 11 years since Berlin. It's been a while, so I'm very platform Literate. But my, the thing that I'm most passionate about is the people. How does the platform impact the individuals

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Eddie McDonald: that are using it? So when I hear about onboarding? And you know you go through all the work to finding a good employee. You want them to be all warm and fuzzy when they start, and too often. That's not the case. So this is why I wanted to talk about this, because I lean into the people side.

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Andy Whiteside: Leaning into the people side. And and, you know, kind of take this back to the conversation we had a minute ago around.

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Andy Whiteside: you know, bandwidth and Internet access and hotels invested, you know, millions into these systems that you know didn't necessarily get the job done or they got. You know Morse law, they got faster and better and and cheaper all at the same time.

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Andy Whiteside: You know, Mike, this thing being a platform and software driven, really allows you to to invest and know that you can keep up as the platform evolves. You don't have to, you know. Throw it away and get new stuff.

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Mike Sabia: Yeah, that that's what the whole platform of source means. I mean.

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Mike Sabia: there are incremental upgrades all the time to the capabilities of the service. Now, platform

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Mike Sabia: you know, we're talking today about onboarding and and we'll talk a bit about the fact that service now itself uses this program. But this is just another evidence of service. Now, you know, creating great products and even use utilizing it themselves.

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Andy Whiteside: Yeah.

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Andy Whiteside: let me let me read you a couple of things out of the Intro paragraph. Then we'll move on to it. Only 52% of workers felt satisfied with their latest employee onboarding experience. Nearly 40% of the people surveyed found that onboarding was clear. 32% said it was confusing. 22% said it was disorganized.

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Andy Whiteside: And then the final paragraph here starts off by saying, poor onboarding experiences aren't new for Hr. Teams that service. Now, we wanted to figure out how to change this paradigm in a meaningful and effective way

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Andy Whiteside: with employee satisfaction rate of 92%, 2,003 and a retention rate of 161%

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Andy Whiteside: making progress. You know, Eddie.

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Andy Whiteside: how many times do you get to have a 1st impression.

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Eddie McDonald: Oh, I think it's about once, I think.

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Andy Whiteside: Yeah, that, Mike. Same for you. Right? It's always been once.

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Mike Sabia: Indeed.

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Andy Whiteside: And when it comes to the systems you have in place, this is it? And you're probably not overly exposed to it in the recruiting process you might be, and that's that'd be number one trying to make an impression. But certainly the day you get officially on boarded, and they expose you to the real platform that you're gonna be working with.

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Andy Whiteside: That's the time to put your best foot forward.

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Eddie McDonald: Yeah, absolutely. And and to be clear, this blog is about service now as a company and their their Hr. Journey and our onboarding journey, but you know I can. You know I've been here. It's integra for about a year, and you know not to air too much dirty laundry. But our onboarding wasn't the best, and you know, right at the time I was brought on board you'd made Andy, you made a significant investment in our Hr. Team.

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Eddie McDonald: and you know you put processes in place to make sure that we're getting better and we are. And Hr. Onboarding is part of our go forward strategy here at Zintra. Of course we're service now users ourselves

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Eddie McDonald: so that I mean my onboarding. It was bumpy, but I've been doing a while, so I mean, I was able to unravel what I needed to do.

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Eddie McDonald: But I think back to how somebody with less experience might react to a less than ideal onboarding experience, and it can. You know, I drank the Kool aid out of the gate so my my impression wasn't gonna be jaded. But I could understand how somebody in an organization where the onboarding was I don't know what to do next. I don't know where to go. I don't have access that can be bumpy.

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Mike Sabia: Now, when, when.

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Andy Whiteside: It's not old.

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Mike Sabia: Now, when when a company is small and intimate you know, onboarding might be something that's natural, organic, and and and for sure Zentiger is able to has been able to leverage that over time. But as you get bigger and there's more cogs to play, and more people and more abstract. Hey? Who do I go for this? These onboarding things are are that much more important? We zentag ourselves are actually in midst of implementing

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Mike Sabia: service. Now. Hr. Onboarding, because we see the benefit of it, and we are at a point where we can, we can fully benefit from it.

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Andy Whiteside: You know, there's the the conversation around each drone dog food. Yes, okay, fine. This. This is truly one of those. Drink your own champagne things cause if we can get this done for ourselves, which we're in the process of doing like you guys said, it's beneficial for us as well as our customers to see how we did it. And it's 1 of those things that just

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Andy Whiteside: you can't. You can't afford for this one not to be good, if not great.

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Eddie McDonald: Yeah, yeah, which is a perfect tie into the next section here, the 90 days of ramp up, you know, we do have that 1st impression. It's like, what does day one look like? Who do I call? Let's make sure we knock that out of the part. But equally as important. What are the next? 30, 60, 90 days look like, you know, there's gonna be things there there's testing. There's they've gotta go through Hr like sexual harassment. And they've gotta do leave, and they've gotta do

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Eddie McDonald: certain things and they gotta get accreditations in certain areas. And all of that can be mapped out. So the new employee can go to a portal, and they can see almost day by day what they need to accomplish. And it takes that stress because changing jobs, I think, is next to losing a loved one, and I think getting a divorce, I think, is like changing jobs is like

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Eddie McDonald: Number 3 under the most stressful things you can do. So if they can understand what their day to day looks like, and remove some of that stress. That's only good for the company and the employee.

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Andy Whiteside: Film.

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Andy Whiteside: I I would probably throw into that. See, we're talking about a whole new generation of people that you know are half the lifespan, or maybe less than half the lifespan of my life. They've spent their entire life. If they needed a solution or a service.

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Andy Whiteside: they typically had it up and going in a matter of minutes, because things were provisioned, you know, from the cloud as a service.

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Andy Whiteside: They have no idea what you know, putting in submitting a ticket, or maybe filling out a paper form. Looks like it feels like.

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Eddie McDonald: Right? Yeah, right? Exactly right.

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Eddie McDonald: And I love the last part of this 90 day wrap ramp up is the performance feedback. You know it's you get. You're not just working in a vacuum. So you're getting, you know, things are submitted to your managers. And there's areas for feedback there again. It's just about, you know, getting people on board with your your mission, your idea, the purpose. Why are we in business?

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Eddie McDonald: And if you could take all the nonsense away, and all the questions from onboarding, and get people into your your organization's

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Eddie McDonald: purpose without all the noise. I think it's only good for the company.

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Andy Whiteside: Mike anything else to add to this 1st section.

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Mike Sabia: you know

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Mike Sabia: I I would say that this article focuses quite a bit on day one, you know where day 0 would be, you know, ahead of your hire and day one is the 1st day, or or the like. There's also the concept of day. 2, hey? You know, we've hired you initially. But but what then? How? How does what? What happens after the 90 days.

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Mike Sabia: and that sometimes that's referred to as day 2. And the idea is, you know, you can use the Hr system to have those other experiences, you know. Where do I go to have request leave? Where do I go to make a deposit of 4, 1 k, or what have you? And and so this Hrsd product absolutely goes even above and beyond what we're going to be talking about here.

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Andy Whiteside: So, Michael, come back to you for this next section section smooth onboarding for new hires.

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Andy Whiteside: What's the point they're trying to get across for this.

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Mike Sabia: Well, I mean, we just took talked a little bit about the fact that we want the person to be clear on where

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Mike Sabia: and what they're supposed to be doing. But you know I I had a job with at T, my 1st job out of college, and then I was outsourced to Csc. And we had to use like some antiquated system for email. And I got so frustrated frankly, that was one of the reasons I left. It was just a bad tool, and if you can bring on a new person and and show them that you have your act together, that there are tools that are readily available. Not only do you know what to do, but you know where to go and the tools. Good.

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Mike Sabia: Yeah, you can have better experience.

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Andy Whiteside: And you know, based on this section they're showing here. It's, you know, not only you know. Where do I find my laptop? Where's my desk at blah blah blah! How do I request? Leave? Some of this is just immersing immers in immersing the person into the company culture.

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Andy Whiteside: I could see that, being extremely beneficial.

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Eddie McDonald: Yeah. And that was the word I was fishing for a minute ago. I could the culture, you know. We wanna get them, you know to drink the culture Kool-aid as soon as we can, and you know, and you know we're talking about the employee experience here. But we can't, you know. Talk about onboarding without addressing the Hr. Experience as well. So on average.

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Eddie McDonald: there's about 22 separate tasks that have to take place when you onboard a new employee security badge drug screening. Got to set up an office, get him a cell phone and a hundred other dozen other things

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Eddie McDonald: before something like serviced. Now that Hr person would literally be sitting in their chairs calling people, sending emails, working off a spreadsheet, have to follow up with procurement for their laptop and facilities for the office, and they would have no idea it was exhausting. Now they can enter all their information and their active Directory, active directory.

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Eddie McDonald: Click a button, and all of these tasks get sent out with associated Sla's. There's a timeline that these things have to be done, and some of these tasks can be cascading as one is done, the next one is created automatically. It really takes a lot of burden off the Hr person to make sure that all of those eyes get dotted to make sure that again that experience for the employee is seamless.

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Andy Whiteside: And and I think that goes to the section here. And so I think Eddie kind of covered it. But a single system for engagement. Mike.

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Andy Whiteside: workflows included, automation included. Heck.

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Andy Whiteside: I mean. Look, let me look. The acronym. AI has got to be in here somewhere. I can't imagine it wouldn't be.

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Andy Whiteside: yeah, that single system piece. It's pivotal pivotal, this whole thing working in it.

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Andy Whiteside: Yeah.

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Mike Sabia: Absolutely, you know, a a as Eddie mentioned, you know, used to be very, very manual, and and now maybe there's still some manual tasks, but at least you know

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Mike Sabia: that it's been assigned to you, hey? I got a task assigned to me. I get notification. I can go into service now and see what's on my plate. And then, when I you could have an sla, you could have reminders. And when I finish, maybe my my task which is in a serial with other things. Then the next thing happens automatically, rather than waiting for the person Hr. To to kick off the next step.

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Andy Whiteside: My, yeah.

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Eddie McDonald: And also a new employee also doesn't know all the tools that an organization uses. So they're if they're going to service now for their onboarding task, and something's wrong with their laptop. They go to service now to create an incident. You know. They they don't know if they need to go to teams or slack, or where the documents are in onedrive. They they don't know that yet, so, keeping them in a single platform for the for the kickoff is always smart.

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Andy Whiteside: You, you. That's a good point, and I'll

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Andy Whiteside: all the employees that have been around a while. They have this built in thing. They know they know where things are.

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Andy Whiteside: but they can't put themselves in the shoes of new people who really have no idea. But if someone designs it properly, that's and takes that into consideration. It really should elevate that new employee experience.

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Eddie McDonald: Yeah 100%.

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Andy Whiteside: Had a situation today where you know, someone said to me, Hey, we went here. We went here, went, did this, and I'm like.

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Andy Whiteside: I remember all that, and then I had to put myself in in my shoes for a second. I 1st time I'd ever been there. I was just taking it all in. They've been there 20 times.

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Andy Whiteside: They remember going to these places

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Andy Whiteside: because they've been so many times, and it's just next second nature to them, but to me it was a whole new experience.

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Andy Whiteside: I I barely knew what town I was in, much less you know what bar restaurant I went to.

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Andy Whiteside: in in what order.

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Eddie McDonald: Right, right? Right?

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Eddie McDonald: And you know this next section about designing the complete journey. You know. Of course, service now is an end to end platform. It kind of sits across and you know it wouldn't. Goes without saying that. You know, service now is an integration platform. So we're not gonna replace workday in Hr. We're gonna incorporate workday into Hr. And then use service now as a platform or truth. But this complete journey.

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Eddie McDonald: you know I love the 1st sentence about employee retention and morale, and Mike just commented that he was fed up, and he left an organization because they were so disparate in their platforms and tools. So that employee retention, and equally is important. We we wanna keep our people, but we also want them to have a very high morale, you know. We want them to be excited about coming to work, and if we can make their work better.

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Eddie McDonald: then it's only good for us. They're gonna be more productive employees.

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Andy Whiteside: I I can tell you, from leading a company perspective. It's hard enough to keep morale up by, you know, putting on a brave face and being excited every day.

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Andy Whiteside: You know there's days when that's not as easy. If if the systems in place are having a negative impact on that motion. Then, you know, you take one, or maybe both. And now you've got a double whammy.

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Eddie McDonald: Yeah, yeah, absolutely. I mean, like, I said in in you being the CEO, you're putting things in places. I mean, we're constantly changing. We have to embrace, change, look forward to it. But yeah, there's there's areas where we're constantly getting better to make sure that you know our team, our sales team and our rest of our engineers are working in an environment. You know. Mike and his team are building out.

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Eddie McDonald: You know our spm right now. We're running all of our projects through service now, strategic portfolio management, because it's natural and it's easy. And it's intuitive. So we're giving our our delivery team the tools they need specifically our architects and our engagement managers, platforms, and where they can do their job efficiently. And I can tell you that

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Eddie McDonald: that was one of the 1st questions I asked my boss before I came on board. Here is integra. Are we using service now? The answer was, Yes, that is a deal breaker for me. I don't wanna work somewhere that doesn't utilize service now.

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Mike Sabia: Same for me? I asked that same question.

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Andy Whiteside: Hey, Mike, have you? So this section is called designing a complete journey?

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Andy Whiteside: Have you seen anyone actually do this in the end? The way you think it should be done.

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Mike Sabia: I think there's always room for growth. I mean. Service now is is doing it th this whole journey, trying to use service now for all the tools my last partner that I was at. They they use service now, you know, intimately for their trouble tickets, for, you know, development for project management. However, you know, even my my last partner was actually because of

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Mike Sabia: you know, some of the sales. They're actually taking the sales portion out of service now, because the rest of the organization, the non service now parts part of the organization was familiar with something else. So I think there's always going to be some exceptions for this. There are some great tools like salesforce, that have strengths and service now, strengths, and there's some some different ways to look at things. But overall

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Mike Sabia: I I think it's a fantastic platform has. Have I ever seen somebody who fully utilizes it? Probably not. But that's okay.

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Andy Whiteside: What I love about that.

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Mike Sabia: Are right.

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Andy Whiteside: Is twofold one. You get the

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Andy Whiteside: you get the opportunity to use the technology yourself and then apply it

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Andy Whiteside: to customers. So you're learning.

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Andy Whiteside: and you're bringing that information to them. If you use, you know, eat your own dog food, drink your own champagne.

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Andy Whiteside: In addition to that the platform is like you said, limitless. And you've you said, yes, we've done everything we possibly can.

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Andy Whiteside: Well, 1st of all, it's not true. And second of all that's gonna change in the next release.

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Andy Whiteside: or or the next identified use case may be even sooner and faster likely.

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Andy Whiteside: Alright. So this whole concept comes down to making sure employees have a better experience from day one and throughout their entire journey. This next section here talks about investing employees. Eddie, you brought this blog. That's that's ultimately what this is in. It is.

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Eddie McDonald: It really is, you know. And there's there's a phrase that I say, probably way too often. That says, you know, technology is cheap. People are expensive.

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Eddie McDonald: you know, and so we go through all the work to get these Rock Star people to come on board and share their talents with our customers.

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Eddie McDonald: why would we not invest in them to make sure that we give them the tools they need to be successful, and the tools they need to keep that morale high, you know. I mean, if you get if you get a top tier architect on your team and they're disenchanted with the organization, or they're frustrated because they can't find data or they don't know what to do next.

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Eddie McDonald: We just we just did ourselves. And that architected the service. So why not invest in the employees to give them the environment to do their work?

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Mike Sabia: Right. And and it's not just the perception of the person. Perception of the person absolutely is is important. But even if they had a few different tools, and they knew where to go. Just the the switching around and and the the loss of contextualized data, and how things link together.

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Mike Sabia: service now, and the Hrsd product all make your business better. It makes people more productive, not just their perception of it.

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Andy Whiteside: And guys, what kind of leadership buy in? Does this require? How far do you have to take it to get the value of it.

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Andy Whiteside: not saying that some organizations won't take all the way. But how far do you have to go down this path

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Andy Whiteside: to warrant the product and what it costs, and your investment into setting it up. Do you have to be all in from a leader perspective, or can you do it over time.

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Mike Sabia: You can incrementally improve for sure you could have. Hey? Let's deploy this. Let's see the value, you know, and then echo that back to leaders say, Hey, this is what we were given as an objective. These are the metrics that we defined in order to see that we would be successful afteration. And now we successful. This is great. Maybe we should start utilizing in other areas of the business.

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Mike Sabia: You know, legal service delivery Hrsd, like we're talking about here. Enterprise, asset management. That being said as with any project you know, having leadership, buy in that that

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Mike Sabia: access to power, the people that can make the decisions is is always fundamentally important.

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Eddie McDonald: Yeah, and it always starts with the business case if if I can't make a business case for implementing a specific module of service. Now, then, the conversation stops. It just does. We're not going to implement something or even make a suggestion that an implementation happen unless there's value, there's gonna be increased productivity. There's gonna be, you know, that that's part of the organizational change mentality while we're doing something that's good for your people. Are they gonna become more productive then, yes, and and productivity equals cash.

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Eddie McDonald: So yeah, I mean this specifically, yeah, the Hr individuals are, gonna be far more productive because you don't have to chase their tails all day. The employee retention your attrition rate across the board is, gonna be lower when you have something like this, because a lot of folks leave in those 1st 90 days. We're gonna make sure they stay. So yeah, there's there's generally a built in

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Eddie McDonald: business case for something like onboarding.

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Andy Whiteside: Well, you know, as I'm talking as you're saying, that I'm going back to the 1st paragraph where they have the numbers and 50% of the workers not satisfied.

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Andy Whiteside: 40% found onboarding unclear

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Andy Whiteside: 32% said it was confusing. These are all no brainers, you know. You can argue, you know, service now for this or that may not make sense. Investing in your investing in a platform like this may or may not sense you could, I guess, make maybe make those arguments when it comes to the human capital

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Andy Whiteside: that you're investing in with your people. I guess that one's is impossible to argue that that putting something in place like this

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Andy Whiteside: is a no-brainer.

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Eddie McDonald: Yeah, it really is. And you know what it's. Besides, all of that, it's just really cool. I mean, it's it's a cool, it's a cool ui. It's it's easy just to go somewhere. The layout. It's very. It's very predictive. It just kind of it's intuitive as a new employee. It's almost like you go into an Amazon like experience. It's just very easily laid out. You could download things. There's timelines. It's just it's just really cool.

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Eddie McDonald: And again, since you know, we talked about this the beginning, I lean into the people side, and if I can make somebody, you know, excited about their next day versus stressed out about their next day. That's a win. That means I feel like I've done my job. If I can create that environment.

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Andy Whiteside: Yeah, I think. Mary, I think it's home who wrote this article, but she could have written the whole article and just said exactly that employee onboarding for better engagement and retention from day, one

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Andy Whiteside: because it's cool.

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Eddie McDonald: Yeah, yeah.

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Andy Whiteside: And all that stuff we talked about.

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Andy Whiteside: Mike, any parting words.

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Mike Sabia: I would go back to what you said like. Is anybody doing this fully, and and

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Mike Sabia: perhaps not. But that's only opportunity. And going back to the business case and the justification. Yes, this is fantastic. And yes, I've I've actually worked with customers who started off with Hrsd. But if you're not quite sure about Hrsd. Still talk to us about maybe other opportunities where we could start off and prove the benefit of the platform and then grow into Hrsd.

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Andy Whiteside: Yeah.

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Andy Whiteside: hey? I wanna go back to Eddie's comments real quick I kind of made that. I kind of trivialize what he said. But the the truth is, you know, some of the stuff we talked about is like table stakes for what you need to do to make sure your employees don't have a negative impression of you, but if you want to take that to another level, a positive impression of you would be exactly what Ed was talking about. It's

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Andy Whiteside: it's cooler to do it this way.

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Eddie McDonald: Yeah, I mean, it really is. It's kind of like. This is how we judge our customers. If on a scale to one to 10. Anything less than a 9 to us is a failure. So if you think about it from an employee, if employee says on a scale to one to 10. How was your onboarding? It was a 5 then. That's a failure. We don't want middle of the road. We want every employee to say onboarding was a 9 or a 10. You know the director of Modern Applications integrate is a 10. You know the guy's a rock star.

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Eddie McDonald: So sorry

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Andy Whiteside: Not listen into this one.

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Eddie McDonald: Yeah.

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Andy Whiteside: Well, guys, I appreciate.

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Eddie McDonald: Yeah, was that comment was made for a specific person listening to this.

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Andy Whiteside: Death

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Andy Whiteside: guys, I appreciate time having this discussion I'm excited to get this fully implemented at zint aggressi fully. There's no such thing as fully. I'm excited to get the phase that we're in implemented so we could start using the technology ourselves and having happier more engaged employees.

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Eddie McDonald: Absolutely.

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Andy Whiteside: Alright. We'll do it again in 2 weeks. Thank you.

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Eddie McDonald: Alright! Thanks.

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Mike Sabia: You.