WEBVTT X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 00:03.136 --> 00:03.603 Hi everyone. 00:03.670 --> 00:04.537 My name is Greg Vert. 00:04.537 --> 00:05.505 I'm a Principal in our Human 00:05.505 --> 00:06.806 Capital practice at Deloitte. 00:07.107 --> 00:08.108 Welcome to Deloitte’s From 00:08.108 --> 00:09.876 Insights to Impact video series. 00:09.876 --> 00:12.078 I'm joined here by a friend and 00:12.078 --> 00:13.680 client, Linda Nguyen, who's going 00:13.680 --> 00:14.848 to tell us a little bit about the 00:15.215 --> 00:16.549 ServiceNow journey at Fortive. 00:16.716 --> 00:18.184 So Linda, maybe just to get us started, 00:18.184 --> 00:20.754 I know you've been working in and 00:20.754 --> 00:22.322 around the ServiceNow ecosystem for 00:22.322 --> 00:24.257 years across different organizations. 00:24.290 --> 00:26.059 Tell us a little bit about some of the 00:26.059 --> 00:27.427 key drivers and what you were trying 00:27.427 --> 00:29.329 to accomplish when you decided to 00:29.329 --> 00:31.798 implement ServiceNow HRSD at Fortive. 00:32.465 --> 00:33.700 I've been working with ServiceNow 00:33.700 --> 00:35.368 for seven, eight years now. 00:35.835 --> 00:37.103 That feels really ancient 00:37.170 --> 00:38.705 in the ServiceNow space. 00:39.139 --> 00:41.274 And really part of our journey is 00:41.274 --> 00:42.709 that we're looking to improve our 00:42.709 --> 00:44.144 employee experience and looking for a 00:44.144 --> 00:46.379 tool that can personalize and curate. 00:47.180 --> 00:50.550 Our company is in 50 countries across and 00:50.583 --> 00:52.485 a very different dynamic of employees. 00:52.485 --> 00:53.553 And so first it was looking 00:53.553 --> 00:54.988 to improve that experience. 00:55.422 --> 00:56.723 Finding a modern way to give 00:56.723 --> 00:58.058 them different channels. 00:58.058 --> 01:00.260 So whether it's going online 01:00.260 --> 01:02.228 chat, different ways to give 01:02.228 --> 01:03.663 them a different experience. 01:03.663 --> 01:05.398 And then of course, looking to 01:05.398 --> 01:08.334 ways to operate and automate really 01:08.334 --> 01:10.503 improve our efficiency across HR. 01:10.503 --> 01:12.639 And so, it was looking for data. 01:12.705 --> 01:14.107 I was looking for a system to give 01:14.107 --> 01:16.009 visibility to the things coming into 01:16.009 --> 01:18.711 HR, and so we ended up after various 01:18.711 --> 01:20.246 evaluations, so even though it's been a 01:20.613 --> 01:22.782 long-term partner, I evaluated what was on 01:22.782 --> 01:24.884 the market and we decided on ServiceNow. 01:25.085 --> 01:27.187 And you also had to move really quickly 01:27.720 --> 01:29.155 and would be curious to get your 01:29.155 --> 01:31.691 thoughts on how Deloitte's FastForward 01:31.691 --> 01:33.460 Employee Experience Accelerator 01:33.793 --> 01:35.462 helped you to achieve some of those 01:35.462 --> 01:37.063 goals with ServiceNow, the platform, 01:37.263 --> 01:38.865 but to do it in the timeframe that 01:38.865 --> 01:41.201 you were you were tasked to hit? 01:41.334 --> 01:43.036 Yeah, we did it in a quick timeframe. 01:43.236 --> 01:45.305 We did in four months from 01:45.305 --> 01:46.339 beginning to end in around 01:46.372 --> 01:47.974 implementation design as well. 01:48.441 --> 01:50.944 I think that the speed to market 01:50.944 --> 01:52.212 was the biggest selling point, 01:52.312 --> 01:53.580 that I wanted something live. 01:53.613 --> 01:55.048 I wanted to take all the functionalities 01:55.048 --> 01:56.382 that Deloitte and ServiceNow 01:56.416 --> 01:57.584 had learned from the industry. 01:57.584 --> 01:58.785 So we took a lot of things out of the 01:58.785 --> 02:01.788 box, we took the industry's best learnings 02:02.255 --> 02:04.457 and we were able to launch a new portal, 02:04.457 --> 02:07.393 chat, a unified portal with IT as 02:07.393 --> 02:10.497 well, and that helped get us to market. 02:10.964 --> 02:12.332 Share out the value. 02:12.332 --> 02:15.235 So I think the speed to market and use of 02:15.235 --> 02:18.938 it was a key driver and help from Deloitte 02:18.938 --> 02:20.306 that we're able to bring it to market. 02:20.573 --> 02:22.575 And coincided with the launch of your 02:22.942 --> 02:24.811 global HR shared services organization? 02:24.878 --> 02:25.378 That's right. 02:25.378 --> 02:26.312 We did a lot of things 02:26.312 --> 02:27.680 in a few short months. 02:27.981 --> 02:29.782 We launched a new operating 02:29.782 --> 02:31.718 model, new tools as well. 02:31.751 --> 02:32.785 So ServiceNow is one of 02:32.785 --> 02:34.187 four tools that we launched. 02:34.721 --> 02:35.788 At the same time. 02:35.788 --> 02:37.991 And it was great to see the integrations 02:37.991 --> 02:39.926 with ServiceNow and the other items. 02:39.926 --> 02:41.561 And we were able to change the employee 02:41.561 --> 02:43.429 experience with multiple ways of new 02:43.429 --> 02:45.698 ways of working different systems, 02:45.698 --> 02:47.700 and all integrated really well across 02:47.700 --> 02:49.169 our HR systems with ServiceNow. 02:49.402 --> 02:50.403 And you've been live 02:50.403 --> 02:51.905 now for almost a year. 02:52.172 --> 02:53.106 Seems like yesterday. 02:53.173 --> 02:55.208 Sometimes, but I'm curious now that 02:55.208 --> 02:57.410 you've got data coming through the 02:57.410 --> 03:00.046 platform how are you articulating 03:00.079 --> 03:02.682 the value to your stakeholders, your 03:02.682 --> 03:04.784 customers, around the investment 03:04.784 --> 03:07.053 that Fortive made in ServiceNow HRSD? 03:07.287 --> 03:07.921 I think you touched on 03:07.921 --> 03:09.189 the key was that data. 03:09.189 --> 03:10.256 We never actually had data 03:10.256 --> 03:12.492 before, so HR worked in emails. 03:12.725 --> 03:14.427 Going up and we never had data 03:14.427 --> 03:15.795 on what our employees needed. 03:15.995 --> 03:18.731 So that data is so rich there that 03:18.731 --> 03:21.234 we are able to understand and create 03:21.234 --> 03:24.270 processes, policies, various items 03:24.270 --> 03:26.105 for our employees that we never had 03:26.105 --> 03:28.241 before, and really blockers where 03:28.241 --> 03:30.210 understanding where employees' needs are. 03:30.210 --> 03:33.213 So that data set is where I would say 03:33.213 --> 03:34.847 that articulating the value of it that 03:34.847 --> 03:37.016 we're able to see and then change our 03:37.016 --> 03:39.986 action coming from it, creating new 03:39.986 --> 03:42.155 knowledge articles, creating new policies, 03:42.155 --> 03:44.290 benefits, sharing out our next year's 03:44.290 --> 03:47.227 programs, and so that is where I think 03:47.227 --> 03:49.662 the biggest value driver was in our data. 03:49.762 --> 03:51.431 And then ways of working as well. 03:51.431 --> 03:52.966 Changing our ways of working 03:52.999 --> 03:54.867 across HR and the enterprise. 03:54.867 --> 03:56.736 Really, there's value that we found 03:57.003 --> 03:59.439 inefficiencies, that we found realize 03:59.439 --> 04:01.074 that has actually been, our employees 04:01.074 --> 04:03.142 have been going through this for 04:03.142 --> 04:04.477 years now that we didn't know, 04:04.577 --> 04:06.813 'cause we didn't have insights to it. 04:06.813 --> 04:09.716 So I think we have real use cases 04:09.716 --> 04:12.218 and to show our data such as 04:12.218 --> 04:14.654 CSAT to help drive our actions. 04:14.854 --> 04:16.556 I was going to ask you, I know a lot of 04:16.556 --> 04:18.691 the drivers behind this, were not only 04:18.691 --> 04:20.126 improving the experience, I'm curious 04:20.126 --> 04:21.694 how you're measuring that, you mentioned 04:21.694 --> 04:23.930 CSAT or customer satisfaction, but 04:23.930 --> 04:26.132 also the efficiency side and getting 04:26.132 --> 04:28.067 to a better way of operating HR. 04:28.301 --> 04:29.335 Maybe just share a little bit about some 04:29.335 --> 04:30.937 of those key metrics that you're tracking. 04:31.571 --> 04:34.641 We track, gosh, we look at metrics on a 04:34.641 --> 04:37.377 daily basis, probably 20 metrics daily 04:37.577 --> 04:39.779 that ranges from, and we call it quality, 04:39.946 --> 04:43.149 delivery, inventory, productivity across our 04:43.149 --> 04:45.618 entire operations and data across all of 04:45.618 --> 04:47.654 our employees and our HR at this point. 04:47.654 --> 04:49.956 And so efficiency around cases, what 04:49.956 --> 04:51.424 type of cases that are coming in. 04:51.858 --> 04:53.493 Average closure time. 04:53.526 --> 04:54.327 So those things. 04:54.327 --> 04:56.329 And then changing our targets as well. 04:56.329 --> 04:58.131 So that's, you know, a year later we 04:58.131 --> 05:00.600 had a, and transparently, our SLAs were 05:00.600 --> 05:03.503 at 77% and we're at 89% running now. 05:04.203 --> 05:06.472 About 10 months later, and it helped drive 05:06.472 --> 05:08.441 actions on what we're doing on a daily 05:08.441 --> 05:10.843 basis and across our organization for it. 05:10.910 --> 05:11.811 Yeah, that's incredible. 05:11.811 --> 05:12.612 Basically a percent 05:12.779 --> 05:13.680 percentage point a month. 05:13.746 --> 05:14.447 Yeah. 05:14.647 --> 05:15.548 Maybe one last question. 05:15.581 --> 05:17.216 Now you've got all this rich data. 05:17.216 --> 05:18.117 You have a better understanding of 05:18.117 --> 05:20.420 your customers, your HR operations 05:20.420 --> 05:21.254 are maturing, stabilizing. 05:21.254 --> 05:22.322 Where do you go from here? 05:22.322 --> 05:23.156 What does the future hold? 05:23.156 --> 05:24.490 I think we are just at the beginning, 05:24.557 --> 05:26.693 you know, 10 months in, it really was lay 05:26.693 --> 05:28.261 the groundwork for our infrastructure. 05:28.261 --> 05:29.729 So first, from our employee experience, 05:29.729 --> 05:31.698 we connected HR and IT, but there's 05:31.698 --> 05:33.399 other areas that we haven't connected. 05:33.399 --> 05:34.233 Facilities, 05:34.567 --> 05:36.803 travel, legal, and from an employee's 05:36.803 --> 05:37.770 perspective, they don't know. 05:37.970 --> 05:39.639 They have no idea where they're going 05:39.639 --> 05:41.507 and they're just looking for help. 05:41.808 --> 05:44.177 And so one piece is around our 05:44.177 --> 05:45.511 connecting to the other areas, 05:45.545 --> 05:47.380 really making this our intranet. 05:47.413 --> 05:48.614 That's our vision for it. 05:48.815 --> 05:50.383 I would say, of course, on 05:50.450 --> 05:51.851 the AI, I'm excited to see it. 05:52.185 --> 05:54.320 I think it'll only help us move faster. 05:54.454 --> 05:57.023 Like I think that it'll help curate 05:57.023 --> 05:58.958 personalized data even faster. 05:59.325 --> 06:01.461 Excited to see some of the opportunities 06:01.461 --> 06:03.296 with other systems and working 06:03.296 --> 06:05.465 across, again, the core business flow. 06:05.465 --> 06:07.100 I'm excited to see all of that 06:07.100 --> 06:09.235 come together, and I think the AI 06:09.235 --> 06:11.170 will make it faster to delivery. 06:11.170 --> 06:12.105 And we talked earlier about 06:12.105 --> 06:13.139 how much I like speed, so 06:13.272 --> 06:15.308 this will be an exciting time. 06:15.375 --> 06:16.909 Thank you, Linda, for joining us 06:16.909 --> 06:17.877 today and sharing a little bit 06:17.877 --> 06:19.011 about the journey at Fortive. 06:19.078 --> 06:20.413 We really appreciate the partnership. 06:20.446 --> 06:22.148 Yeah, I've always appreciated Deloitte 06:22.148 --> 06:23.416 in our partnership, so thank you. 06:23.716 --> 06:24.050 Thanks.