Employee experience: New employee portal makes Roche more innovative

Founded in 1896, Roche is one of the oldest companies in the healthcare sector. At the same time, this multinational pharmaceutical giant with Swiss descent is one of the most innovative companies in its industry. Paolo Cagnotto, Roche ServiceNow product manager, concluded: “When you develop new drugs and diagnostic tests for millions of patients around the world, innovation can change lives.”

Paolo Cagnotto is a member of Roche’s P&C (People and Culture) team, whose job is to promote corporate culture. The team has been committed to putting collaboration-and the patient and employee experience-on a new digital basis for many years. “Our main goal is to become’OneRoche’, helping more than 100,000 people work better together and speed up innovation,” Cagnotto explained.

Today, Roche employees can better schedule their workdays and quickly access support services through a global integrated talent network and personalized portal. “We want to provide a simple, automated and consistent user experience,” Cagnotto said. This should be user-friendly, supportive, and personal at the same time, and help employees improve work efficiency.

When redesigning the user experience, the P&C team considered two groups: employees or team leaders and the P&C team itself. With the help of ServiceNow’s HR Service Delivery, two portals have been created: the first is the “personnel portal” grouping and “My P&C Workspace” as well as additional functions for the P&C team. “Because we have representative offices around the world, our portal is available in five languages,” Paolo Cagnotto explained. This is by no means the only personalization his team has made for users.

To access support, service, and knowledge articles, you only need to log in to one location. Employees can contact in person and see a clear and simple user interface that is easy to navigate and has dynamic text fields for news and recommendations tailored to each user.

When the user starts typing, the useful search bar will suggest related articles and services; you can also browse the catalog. If they need help, they can simply click on the chatbot, use live chat to chat with the P&C team, and if they have suggestions for improving the portal, they can even provide feedback on the workflow.

The basic functions of the portal were taken over by the P&C team, but a tailor-made workplace was also created. Employees can use it to organize their workload, find colleagues with specific skills, or provide help for projects they are interested in. There are three additional areas in the P&C team’s dashboard.

Job insight Shows the case assigned to each P&C user and all the information needed to plan the next steps of work. Clearly display deadlines so that users can prioritize their workload. When the user is ready to process the case, they only need to select it. Then forward it to the corresponding office in ServiceNow.

that area Project insight Give the team a deeper understanding of the entire company. Employees can share ideas there, and with appropriate support, these ideas will become “needs” or, if prioritized, become real-time projects. At this stage, the project enters the recruitment mode. Employees can now express their interest in project work. After checking the relevant parties, the managers assembled the best team for each project.

Use ServiceNow’s portfolio management module to track progress. When a project is completed, the team will disband and the process will start again. In this way, the most capable employees always work on a project.

Everyone in the P&C team has one contour And you can use tags to add or delete related skills. This helps the project manager to recruit. In addition, it is easy to find a contact person for special questions.

“Users can not only better acquire knowledge and service self-service skills,” Paolo Cagnotto explained. “The portal also ensures better collaboration. We can quickly build a strong team for new projects. With all these tools, we hope to increase the productivity and participation of the entire P&C team. Employees can manage their workload and be interested in them Most of the Offer items provide support instead of simply assigning to items.”

To learn more about the transformation of Roche’s employee services, please watch Roche’s presentation at Knowledge 2021.