Transform HR & Employee EngagementConnect & engage with your employees in a whole new way

Noel Coloe, RVP, Business Development

Karthik Chakkarapani, Practice Director, Salesforce Services

Armin Fakouhi, Senior Solution Engineer

May 21st 2015

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Safe Harbor

SNA

Terminal

Mainframe LAN / WAN

Client

Server

LAN / WAN

Client

Server

Cloud

Social

Mobile

We are Connecting & Engaging With Our

Customers in New Ways

Systems of

RecordSystems of

Engagement

Open EcosystemComplete CRM Scalable Metadata Platform

Salesforce is the Customer Success Platform

SalesService

Marketing

CommunityApps

Analytics

THE CUSTOMER SUCCESS PLATFORM

Employees Expect the Same Kind of Engaging & Collaborative

Experiences at work

Engaging: want to be treated like customers, not

subordinates

Personalized: want 1:1 experiences and support

Intelligent: leadership needs the right information at the

right time to support key employee decisions

Systems of record are not built for engaging experiences

But Offices are Still Running on Legacy HR Technology

Career

Site

Help

TicketsIntranet

Multiple, Siloed One-off Systems

One Way Conversations

Slow & Hard to Use

Built for Transactions, not Engagement

Onboarding

Portal

Learning

Management

Performance

Management

Recruiting

ATS

Employee

System of

Record

Worldwide Epidemic of Disengagement

SOURCE: Gallup “State of the Global Workforce” 2013.

230K Employees in 142

countries

13%ENGAGED

24%ACTIVELY

DISENGAGED

63%DISENGAGED

Companies are Paying the Price for Poor Employee Engagement

Source: Gallup “State of the Global Workforce” 2013.

$550BLost Productivity*

Can’t find right information

Disconnected from company

Don’t have the right tools

87% of employees

disengaged at work*

Manual processes

Static, siloed data

Limited visibility

Difficult for HR to

provide support

Employees Leave When They’re Not Engaged

Source: Deloitte University Press. “Global Human Capital Trends 2015.” Deloitte, 2015.

Source: “State of the Global Workplace.” Gallup, 2013.

Source: Customer Think. “Where Customer Experience is Going in 2015.” January, 2015.

of all new employees leave

within one year25% employee salary to find and

train a replacement 2x

Why should we care? Everyone wins with engaged employees

Engaged Employees =

• Increased employee productivity

• Increased employee loyalty

• Increased customer satisfaction

• Increased company financial results

• Increased shareholder value

SOURCE: Gallup “State of the Global Workforce” 2013.

What Employees Want . . .

SOURCE: Gallup “State of the Global Workforce” 2013.

Gallup’s Q12

• To know what is expected of me

• Info and equipment I need to do my job

• The opportunity to do my best every day

• In the last seven days, I have received recognition

• My manager cares about me as a person

• Someone who encourages my development

• To feel I have a voice that counts

• A company mission or purpose that makes me feel my work is important

• Teammates committed to quality work

• A friend at work

• Someone who talks to me about my progress

• Opportunities at work to learn and grow

Intranet

Ticketing

Onboarding Portal

Learning

Management

Performance

Management

HRMS

Payroll

BI

Career Site

Recruiting

ATS

But Today’s HR Systems of Record Were Built for Transactions,

Not Engagement

“There is an error on my paycheck. Who can help me?”

“Are there any good trainings to help me close more business?”

“Who are our high performers, and how do we learn from them?”

Your EmployeesYour Systems

What if you could engage every employee, drive productivity & and retain the best

talent?

Custom Apps

Salesforce for HR & Employee Engagement

AppExchange Apps

Onboarding Referrals Interviewing Recruiting Learning Talent

Management

HR Systems of Record:

HR

Helpdesk

Employee

Journeys

Salesforce

HR Analytics

Employee

Communities

With Salesforce You Can Transform HR & Drive Engagement for Today’s

Employees

Service Employees Effortlessly

Service Engage Automate

Provide Proactive &

Prescriptive support to

your employees

Community Service

Optimize & Drive Innovation

Optimize and Drive

Innovation in Key HR

processes

CommunityApps

Service

Transform

System of Record

System of Engagement

Automate Employee Processes

Automate & Streamline

Employee Facing

Processes

Apps

Engage Every Employee

Drive 1:1 Employee &

Engagement &

Personalization

Community Apps

Deliver Great Value with Salesforce for HR & Employee Engagement

Deliver Pain-

Free Support &

Engagement

Deliver

Proactive & Pre-

Emptive

Engagement

Deliver

Personalized

Service &

Engagement

Drive Productive

Support

Operations

Business

Insights

Mobile

Process

Automation

Case

Management

360 View

Console

Contextual

Collaboration

Knowledge

Contextual

Collaboration

Self-Service

Mobile

Employees

Simplicity: Empowered

Employees

Integrated Channel Experience

Customer Satisfaction

HR Ops & Support

Speed: Automation &

Optimization

Employee 360 View

Performance & Productivity

Retention & Employee Relations

Support Resolution Time & Costs

Better Business Insights & Data

Performance & Productivity

HR Management Visibility

4 P’s Employee & HR Engagement Capabilities Value

Engage & Grow

Social Intranet

Onboarding

Employee Apps

Social Intranet

Social Intranet +

50 Apps

Social Intranet

Social Intranet +

Employee Apps

Social Intranet

Social Intranet

Customers Transforming HR & Driving Employee Engagement

Automate & Manage

Recruiting App

Advertiser

Production App

Recruiting App

60 HR Apps +

Social Intranet

Recruiting App

HR Apps

Feedback &

Rewards App

Recruiting App

Support & Service

HR Helpdesk

Employee Shared

Services

HR Helpdesk

HR Help Desk

HR Shared

Services

HR & Finance

Shared Services

HR Service

Center

HR Help Desk

Sample Vision: Employee Self-Service & Engagement

Personalized

Engagement &

Experience based on

employee’s profile, role,

location & past

interactions

Seamless access to key

employee apps, actions

& relevant knowledge

Collaborative

experience across key

actions & processes

Sample Vision: Employee Self-Service & Engagement

Personalized

Engagement &

Experience based on

Employee’s profile, role,

location & past

interactions

Seamless access to

common HR requests &

actions

Discover relevant info &

expertise quickly &

easily

Sample Vision: Employee Self-Service & Engagement

Seamless access to

core HCM info from

other systems

Quick access to active

requests and actions –

view & manage info

Sample Vision: HR Employee Engagement Center (Agent View)

Personalized 360

View of

Employees

Seamless access

to relevant

knowledge &

HCM systems

Proactive &

guided support

Sample Vision: Employee Engagement & Collaboration on Goals, 1:1

Coaching & Recognition

Easy navigation of org

hierarchy & employee

directory

Personalized goal

setting & coaching

Quick snapshot of the

goals, status, due dates

Collaborate with

manager, mentor &

peers on goals

Sample Vision: New Hire Employee On-Boarding

Personalized & guided

on-boarding process

One stop hub for all on-

boarding activities

Collaborate with

manager, mentor and

peers

Discover relevant info &

expertise quickly &

easily

Concierge AppOrg Chart App

Disrupt with Mobile HR Service & Employee Engagement

Apps

App Menu Social App

“Employees shouldn’t be worried about HR issues; they should be focused on the customer. Salesforce lets them do that.”

Needed to overcome challenges with a poor employee experience and delayed access to metrics

250 Tier 1 & 2 agents on Salesforce, supporting 18K employees in 137 countries and in 6 languages

Ability to deliver answers anywhere: help desk, employee community, chat, email, mobile

$4M in annual cost savings and employee satisfaction improved to 4.8 out of 5

Coca-Cola Saves $4M Per Year Streamlining HR Service Delivery

Rob Grajeda, Director of Operations at Coca-Cola

VXConnect Employee Portal for 2,700 users built on the Platform with responsive mobile design, Chatter, and Content

Customized UX reflects Virgin brand & culture

User adoption takes flight with over 50% of Virgin America employees

Virgin America builds a social and mobile intranet

“It's important to interact with everyone on our team and make them all part of our community.”

-- David Cush, CEO, Virgin America

Boots Provides an Easy to Use Platform for Questions & Answers

“Track down answers & cases with Service Cloud.”

Salesforce supports 137 countries, live agents for 6 languages, and 1,000 cases per year

General HR information is available to employees, such as holidays, maternity leave, and more

Real-time reports (300+ HR) for agility and smart decisions

Founded in 1897, Manulife is a leading Canada-based financial services company with principal operations in Asia,

Canada & USA. Manulife’s 29000 employees and 53000 agents offers their clients a broad range of financial

protection and wealth management products & services

Deployed Salesforce for HR across 12 countries within 4 months serving 25K+ employees supporting 7 languages

Enable 70+ HR agents to provide improved employee engagement, service & support

Provided quick & easy access to key employee information in Workday and ADP

Simplified employee self-service experience and improved case deflection

Shared services HR and IT service desk for 500,000 employees, partners, and vendors

500+ Level 1, 2, and 3 agents supporting 12 global service desks with centralized reporting capability

Knowledge and queue management, workflow, and notifications

Easy self-service ticket logging via web-to-case

Kelly Services rolls out global service helpdesk

“Going social has been totally transformational for us.”-Carl Camden, President and CEO

Financial planning industry leader with over $600B in assets

Created system for managing recruiting process to grow team of 12,000 financial advisors that serve +2 million clients

Designed, built, and deployed in only 7 weeks

Rapid uptake including 45%+ mobile access

Ameriprise Redefines Advisor Recruiting with

Salesforce1 Platform

“Salesforce fundamentally changed how our business leaders think about future and innovation.”

-- Hanna Robbins, Director of Recruiting and Acquisition Operations

“Salesforce automated our workforce and has

fundamentally changed how we handle

recruiting at Morgan Stanley”

Legacy, siloed employee and HR systems were hurting their ability to attract top talent

Apps for HR including recruiting, vacation, tuition reimbursement, surveys, and employment letters

Salesforce is the mobile agility layer for backend HR systems including Workday, Taleo, and Peoplesoft

Cloud-first policy driving millions in efficiencies and productivity improvements

Saved over $2.25M in efficiency and IT costs from switching to Salesforce

Morgan Stanley Attracts Top Talent with HR Apps on the Salesforce1 Platform

-- VP, Global Wealth Management

“Salesforce is revolutionizing the way we interact.”- David Baker, VP of IT

Healthcare provider with 24,000 employees serving 1.6m patients with16 hospitals across 3 states

Legacy intranet used by 1% of the company, leaving employees without critical information

In 9 weeks, IT built a HIPAA-compliant employee Social Intranet for internal collaboration and project management

Integrated with Sharepoint so now content can easily be shared and is accessible from any device

50 user “closed” pilot grew to 4000 users in 3 months due to ease of use and improved productivity

St Joseph’s Boosts Employee Productivity with Salesforce

THE EMPLOYEE

SUCCESS PLATFORM

See in Action - Demo

Employee Social

Intranet

Alumni Relations

Internal Helpdesk

Learning & Career

Growth

Recruiting

Hiring Performance

Management

Onboarding & Self-

Help

Apps

CommunityService

THE EMPLOYEE SUCCESS PLATFORM

Thank You