Dell Technologies has reorganized its global human resources service area by combining Workday applications (US cloud solutions company financial and personnel management) and ServiceNow’s HR service management system.
The project resulted in a new My HR portal that can be used by the company’s more than 140,000 employees worldwide.
After the merger of Dell and EMC in 2016, the human resource management reform began, which is one of the largest changes in the history of the technology industry.
Although the personnel department has encountered management challenges in more than 30 acquisitions by Dell in 12 years, the merger with EMC is the most complicated, which has brought in 15,000 employees.
Mairead Coughlan said: “With EMC, the challenge of integrating the company and the team is even greater, so a human resources transition team was established to reorganize the region. Since then, the need to adopt new technologies has been defined.” Dell Online The HR Director of Technical Solutions introduced the case at Knowledge18, a global ServiceNow event held in Las Vegas this week.
Prior to this, Dell was using version 9.1 of Peoplesoft HCM, and EMC no longer supports this tool in the 7.5 update of the same tool.
Through this new project, the company has eliminated more than 40 old tools (historically, Dell has attached great importance to the development of internal solutions).
The implementation project of the new system started in October 2016. The new HR service portal was launched globally in October 2017.
In Brazil, the project was supported by Organize, a ServiceNow partner based in Sao Paulo. The company is the first company in Latin America to join the silver award of the American company’s channel program.
Before choosing ServiceNow, Dell reviewed three manufacturers and made recommendations to resolve the complex transactions facing the company’s human resources department to evaluate candidates.
As an option, the company defined seven requirements, including the ability to implement the project on a global scale, providing a simplified infrastructure for IT and HR operations, and the possibility of completion within 16 months.
Through the new project, the company stores the personal data of employees in the Workday application, which handles the simplest HR process.
ServiceNow provides employees with a portal architecture, such as new tools and resources for transactions that Workday does not support, such as the dismissal of company employees.
On the ServiceNow portal, the company provides employees with personalized content based on standards such as operating country and position. With the help of the knowledge base, it can provide articles and news for each employee.
The portal can seamlessly guide users to Workday, knowledge base articles or external tools according to the requested process.
The company has customized processes for management services, such as the entry of new employees, termination of employment contracts, and requests for remote work.
With the ServiceNow solution, Dell can also chat with users to solve human resource issues, such as issues related to vacations, payments, and job changes.
Since chatting started, the company has used the tool to maintain an average of 750 open requests per day, with a waiting time of 1 minute. Of all the calls, only chat can solve 82%.
The next step of the project is to implement a chatbot to handle the most common problems.
Currently, the base of the portal is only available in English. On the working day when part of the human resource process is completed, the company provides 7 languages. Through chat, you can send requests in the employee’s local language.
*At the invitation of ServiceNow, Júlia Merker reported on Knowledge18 in Las Vegas.
#Dell #reorganizes #human #resources #ServiceNow #News
More from Source