Customer-centric organizations have long understood the value of a positive customer experience. In a world of digital natives, this extends into the technology experience a customer has when interacting with a brand or product. Leading organizations understand that employees need this same kind of experience in order to drive employee engagement and ultimately customer satisfaction.
Over at the Future Organization, Jacob Morgan recently wrote a great piece about digital transformation. He states, “The future of work is all about digital transformation, but it is also about flexibility to creating an atmosphere that allows your employees and customers to thrive.” Today, organizations are undergoing digital transformations in an effort to provide employees and customers with the best possible experience. Morgan and Adam Warby of Avanade outline 4 key trends in digital transformations that help drive that positive experience: borderless platforms, data currency, individual centricity, and new workplace battle for brains.
These trends are just as prevalent in HR digital transformations. In this post, we’ll explore how an HR Service Delivery Platform addresses each trend.
Morgan and Warby discuss the idea of “borderless platforms,” meaning employees are enabled to collaborate across teams and geographies. With an HR service delivery platform, HR can provide services to employees from anywhere; they don’t need to co-locate because requests are automatically routed to the right person, and they aren’t dealing with physical paper documents. And as a true platform, it’s simple to integrate with other technology systems so teams can leverage multiple technologies to collaborate – with single sign-on (SSO) providing a seamless experience for users.
2. Surfacing Relevant Data
Referred to as “data currency” in the article, the next trend discussed is all about making better decisions. We have so much data today that it’s challenging to find the data that matters. The companies who succeed are able to surface critical data quickly to drive strategic decisions. An HR Service Delivery platform provides you with real-time dashboards to view critical KPIs so you can make better business decisions and continuously optimize.
The next trend, “individual centricity,” is about building an individual experience for each employee. Modern HR Service Delivery employs personalization to provide relevant experiences for employees, whether through contextualized content in a knowledgebase or by giving HR the right information to answer an employee request based on who that employee is.
4. Employee Engagement
As the “War for Talent” or the “new workplace battle for the brains” heats up, one thing that can be more critical than talent is actually getting that talent to engage. With a modern HR Service Delivery platform, employees spend less time on HR and more time on the work they were hired to do. HR is more engaged because they have the tools they need to be successful. An HR Service Delivery platform can actually drive employee engagement through a positive employee experience.
As discussed in Morgan’s article, digital transformation can be overwhelming. But for companies willing to take on this admirable effort, an HR Service Delivery platform is a quick, easy win. If you want demonstrable results early, HR Service Delivery software is a good place to start.
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Nicole Lindenbaum is the Director of Product Marketing at PeopleDoc by Ultimate Software. Nicole leads the global messaging strategy for PeopleDoc by translating technology into business benefits HR can actually understand. With significant experience in HR technology, Nicole writes and speaks about HR service delivery, employee experience, digital transformation, and the future of work. Nicole holds a BFA from Syracuse University and an MBA from Washington University in St. Louis. She lives in Brooklyn, NY.