SUC­CESS STORY

In­no­va­tive On­board­ing Process

The HR Digest - - Content Features -

#Dreamjob­cen­tral: Sales­force.com’s In­no­va­tive On­board­ing Process.

In Fe­bru­ary 2013, the hu­man re­sources depart­ment at Sales­force.com be­gan build­ing “#dreamjob cen­tral,” a knowl­edge ecosys­tem de­signed to be a one-stop shop for em­ploy­ees to find in­for­ma­tion they need. Af­ter five months of ex­cru­ci­at­ing hard work, the plat­form went live glob­ally in July 2013.

Prior to its im­ple­men­ta­tion, in­for­ma­tion re­sources for em­ploy­ees on Sales­force.com were dis­parate. More­over, Em­ployee Suc­cess Spe­cial­ists were in charge of in­bound in­quiries through het­ero­ge­neous chan­nels in­clud­ing phone, walk-ups, and Sales­force Chat­ter (a so­cial net­work sim­i­lar to Twit­ter and Face­book). This proved to be chal­leng­ing to man­age and re­quired a plan to pre­pare for thou­sands of new em­ploy­ees on­board­ing in the months ahead.

With the in­tro­duc­tion of the #dreamjob cen­tral ini­tia­tive, in­bound em­ployee ques­tions are now all man­aged un­der one sin­gle roof. If Sales­force. com em­ploy­ees are un­able to find the an­swer to

their ques­tion, they post it on Sales­force Chat­ter, where it can be an­swered by any­one. If the com­mu­nity does not re­spond to the ques­tion, a query is cre­ated and as­signed to an Em­ployee Suc­cess Spe­cial­ist for quick res­o­lu­tion. Once the an­swered is pro­vided, the case is re­solved and posted as a com­mu­nity thread for re­use.

The ini­tia­tive was put in or­der to meet spe­cific busi­ness goals. Of course, dur­ing im­ple­men­ta­tion, much em­pha­sis was put into lis­ten­ing and map­ping to busi­ness needs. For ex­am­ple, the Di­rec­tor of Em­ployee Suc­cess wanted to see a sin­gle source of truth for new em­ployee to find an­swers to their ques­tions. Time and ef­forts were ded­i­cated to rais­ing aware­ness and to train all lev­els of the or­ga­ni­za­tion, in­clud­ing an im­ple­men­ta­tion team. Ad­di­tion­ally, a slide deck was de­signed to in­clude HR spe­cific ex­am­ples and ter­mi­nol­ogy. It was de­signed so the mes­sage could be de­liv­ered to over a hun­dred team mem­bers world­wide.

Since the launch of #dreamjob cen­tral, Sales­force.com has in­ducted 5,000 new em­ploy­ees with ex­ist­ing staffing lev­els within the Hu­man Re­sources depart­ment. More than 13,000 em­ploy­ees use #dreamjob cen­tral, us­ing 900 ar­ti­cles from the in­te­grated com­mu­nity. The im­ple­men­ta­tion has helped meet busi­ness goals within the Hu­man Re­sources set­tings.

Sales­force.com’s lav­ish ben­e­fits prob­a­bly won’t sur­prise you. The com­pany’s swank perks – paid vol­un­teer time off, well­ness al­lowance, parental/fam­ily care, ed­u­ca­tion re­im­burse­ment,

meal al­lowance for new moms and dads, and em­ployee match­ing gifts pro­gram - have driven a cul­ture of ever-in­creas­ing lux­u­ries for tech work­ers. Sales­force.com has been con­sec­u­tively named one of best com­pany to work for by For­tune magazine, based on rat­ings such as great chal­lenges, great at­mos­phere, great re­wards, great pride, great com­mu­ni­ca­tion and great bosses.

At Sales­force.com, risk-tak­ers, bound­ary­push­ers and game-changers are game! The hum­bled cloud com­put­ing com­pany wel­comes dis­rup­tive peo­ple who see the world with fresh eyes. The tight-knit Aloha spirit cul­ture wel­comes a prospec­tive em­ployee who isn’t afraid to pull a prank, crack a joke, or share a per­sonal story.

Em­ployee pho­tos and cul­ture con­tent is shared via @sales­force­jobs on In­sta­gram and Twit­ter. The Sales­force Youtube chan­nel gives can­di­dates in­sights into the prod­ucts, cus­tomers and ac­com­plish­ments. These chan­nels give prospec­tive em­ploy­ees an in­side look into what life is like at Sales­force.com.

Since its of­fi­cial launch in 2014, the Sales­force train­ing plat­form, Trail­head has be­come one of the most rec­om­mended em­ployee on­board­ing plat­forms for new­bies. Trail­head is a gam­i­fied model of train­ing which con­sists of train­ing of al­most ev­ery­thing on Sales­force in the form of mod­ules and units.

Sales­force Chat­ter, has also grown to be an ef­fec­tive on­board­ing soft­ware. It al­lows

Sales­force.com newly on­boarded users to en­gage with dif­fer­ent peo­ple within the or­ga­ni­za­tion. This al­lows them to lever­age the plat­form to ask for ad­vices, learn and get used to Sales­force.com from di­verse chan­nels.

Sim­i­lar to Trail­head, mul­ti­ple third party web­sites have cre­ated ex­ten­sive walk­throughs and guides on Sales­force.com. A se­ries of in­ter­ac­tive steps that guides the newly in­ducted em­ploy­ees through a task or feature in Sales­force.com, are re­cur­ringly used as an on­board­ing/train­ing re­source.

Re­gard­less, one of the most pro­duc­tive way to ef­fi­ciently train new hires is by knowl­edge trans­fer. Sales­force ex­perts in­vest in the knowl­edge trans­fer process by putting in man hours to ex­plain the his­tory of the or­ga­ni­za­tion, ex­ist­ing sales process, com­plex­i­ties in­volved, work­a­bil­ity, etc. The train­ing ses­sion lasts for a few hours and is proven to ex­ceed the over­head ex­pen­di­ture for on­board­ing.

An­other in­ter­est­ing con­cept fol­lowed at Sales­force. com is the credit and re­ward sys­tem cre­ated for ex­ist­ing em­ploy­ees to train new em­ploy­ees. Ex­pe­ri­enced em­ploy­ees help new­bies with their queries and in turn, earn cred­its for time they as­sist. These cred­its are placed in a league ta­ble which qual­i­fies them to win in­cen­tives, prizes, etc. The prac­tice is much ef­fec­tive and re­sults in a friend­lier work­ing at­mos­phere as well.

Stud­ies show that when a new em­ployee on­board­ing is done cor­rectly, it leads to higher job sat­is­fac­tion, or­ga­ni­za­tion com­mit­ment, bet­ter per­for­mance lev­els, de­creased turnover and low­ered stress. A pi­lot pro­gram can fos­ter em­ployee en­gage­ment and

growth from day one of their job. At many or­ga­ni­za­tions, on­board­ing pro­cesses fol­low a com­mon theme: pro­gram­ming new­bies into the or­ga­ni­za­tion cul­ture. With a use­ful on­board­ing process, lead­ers can have some con­trol over what they can ex­pect from new­com­ers. On­board­ing is an ex­tra­or­di­nary op­por­tu­nity to ne­go­ti­ate one’s iden­tity with new­com­ers. It can be a pow­er­ful, mo­ti­vat­ing tools that can be lev­er­aged to get the best out of new em­ploy­ees. A smoother tran­si­tion will ul­ti­mately re­sult in hap­pier, more pro­duc­tive em­ploy­ees.

A suc­cess­ful pi­lot pro­gram can con­vert newly-hired em­ploy­ees into fully-con­tribut­ing, knowl­edge­able em­ploy­ees. To­day, on­board­ing is the first thing on ev­ery hu­man re­sources pro­fes­sional’s check­list. Com­pa­nies re­al­ize there’s higher pay­off from the early hon­ey­moon pe­riod if they’re able to make the new em­ployee feel wel­come and com­fort­able in the new sur­round­ings, as­sur­ing they’re the right fit for the com­pany.

To cre­ate the per­fect on­board­ing ex­pe­ri­ence, you must take time out to de­vise a bal­anced ap­proach, keep­ing in mind all the things that your em­ployee will need to suc­cess at their job.

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