Theresa Ludvigson
Sr. Director, Global Onboarding
[email protected]@tludvigsin/tludvigson
Onboarding ReimaginedHow we use Culture + Technology to Deeply Engage New Employees
PurchaseRecruiting
AttractionEmployer Brand
ExperienceEmployee Success
AdvocacyEmployee + Alumni
AdoptionOnboarding
LoyaltyRetention
Build success at every stage of the employee journey
"Salesforce, you have a magical brand –you need to make sure the onboarding experience matches that incoming
employee expectation.” Geoffrey Moore, Author “Crossing the Chasm”
“Houston, we have a problem.” – Jim Lovell, Apollo 13 Astronaut
From: John Smith >To: Alex Thorpe >
Bill Jones resignation
April 29, 2014 at 10:45 AM
New world record. 1 day. I never spoke to this candidate during the hiring process so I don't really know him. From what I can gather from his manager, Bill had all kinds of problems with his laptop on his first day and got locked out.
I think he got so frustrated he just quit . . .
Our Strategy?Culture + Technology = Engagement
Foster a culture that helps us hire and retain the best talent
“The business of business is to improve the state of the world.”– Marc Benioff
Our new app-centered world is changing our expectations
Event-based Crowd-sourced Social Data-rich
Big ?: Why can’t work be more like my personal life?
The world OUTSIDE work has changed . . . The world INSIDE work hasn’t!
Our Strategy in Practice
New Hire
Community
Reimagine onboarding to successfully integrate new hires
Service Cloud Built on the PlatformMarketing CloudBuilt on the Platform Community Cloud
Provisioning
App
New Hire
Journey
Mobile
Service App
Learning
Paths
Our results show we are moving in a positive direction
94%New Hires
Onboarded Successfully at Day 90
(Up from 76% Exceeds our 90% Goal)
4.6New Hire
Day 1 Experience Overall Rating
(Up from 3.0Exceeds our 4.5 Goal)
96%New Hire
Provisioning App filled out on time
(Up from 64%Goal of 95%)
Automate onboarding with new hire success email journeys
• Smart: Powered by Marketing Cloud = Right message at the right time
• Automagical: Drop new hires into Journey at T-7 and it runs for 1 year
• Measureable: Open rates and clicks
• Fun: Conversational tone = “I feel like I have a friend.”
A deliciously #snackable flow of content
90% Open Rate in the first year
“Thanks for this and all the emails about various new hire topics. Your timing is great too btw. Not all at once and good sequencing.”
– Tyna Chua, Sr. Consultant
Use V2MOM to drive transparency and alignment
What do we want to do?
What is important to us?
What could get in our way?
How will we do it?
How will we measure success?
Vision
Values
Methods
Obstacles
Metrics
Rolled out in top 20 locations
Day 1 Around the World – Consistent New Hire Messaging
Ensure every new hire—in every role and
location—experiences a smooth, engaging
Day 1 Program that accelerates their time to
productivity and ensures they feel a part of our
“Ohana” from the get-go.
Includes: Provisioning, Our Ohana Value,) interactive
games and Aloha storyteller
Provide hubs/regions leads with ‘Day 1 in a Box’ kit
Day 1 Remote webinars also available
Host bi-weekly syncs with onboarding volunteers
4.85Overall
Experience Rating (Up from 3.0 & ahead of Goal of 4.5 out of 5)
Aloha Ambassador Program: Only the best touch the rest! Network of Culture Champions volunteer to help successfully onboard new hires
WHO:
• Selected from Koa Club members and other passionate employees – these individuals have a proven track record of success and demonstrate a strong desire to onboard and instill our culture and values with our rapidly growing Ohana.
WHAT:
• Aloha Ambassadors are integral part of supporting our Day 1 and Becoming Salesforce programs. Responsibilities include:
• Day 1 Program Facilitators and Greeters
• Becoming Salesforce Campground staff
• New Hire Experience VTO leads
• Aloha Storytellers
Exclusive Icon, Swag
& Kudos
700Aloha Ambassadors
(At locations worldwide)
Becoming Salesforce – 1 Day
Culture Immersion
Exec Keynotes Volunteering
Interactive Learning
Happy
HourCamp
Ground
Immerse new hires in our culture with a full day experience
We incorporate the latest technology to WOW! our new hires
White Glove Onboarding Experience
Becoming a Salesforce Executive
OhanaCommunity Plan Specific
Online Platform for New Executives
Customized 90 Day Transitions
Functional and Role Training
Sponsorship Program
Supported
Team Work and Trusted Culture
4.5 Overall
Experience Rating
Trailhead in Day 1 and Beyond
New hires exposed to interactive learning trails from their first day at Salesforce
Cultivate Equality and Chatter Basics
NEW! Becoming Salesforce Trail
Every New Hire has a Trail Guide
#SalesforceOhana Support
Trail Guide
Hiring Manager
because onboarding is a team sport!
Place
Image
Here
Calendar based
Qualitative
Employee eyes only
Developmental
Real-TimePeer-to-Peer Feedback
Place
Image
Here
5 Qs monthly
1-4 scale + comments
Anonymous (for 3+ teams)
Visible to Management
My ManagerUpward Feedback
Place
Image
Here
4 Qs monthly
1-4 scale + comments
Non- Anonymous
Visible to Management
My TeamDownward Feedback
Place
Image
Here
Summary of recent
feedback
Cumulative MCS/ECS/PCS
Monthly Graphs
V2.0-> Trailhead Links
MeFeedback Summary
Place
Image
Here
4 Qs monthly
1-4 scale + comments
Top 5 peers &
Confidential
Visible to Management
My PeersPeer Check-In
Create a culture of feedback that is real-time, multi-directional
Crowd-sourced, scalable new hire support One-stop shop of onboarding resources.
New Hire Success Community
Easy access to Ongoing Onboarding Support
New Hire Success Landing Page
14,000+Members
(At locations worldwide)
Still have questions? Ask Concierge!Concierge is our go-to app for ES, Information Technology (IT), payroll, and other workplace-related questions. It’s available on Aloha (SSO) and Salesforce1.
Desktop Mobile (Salesforce 1)
Employee Mobile Apps = An experience new hires expect
Community Concierge Org Chart Social Sharing
96% of get equipment,
access, and
space on Day 1(up from 64%
exceeding goal of
95%)
4.6 out of 5 star
rating on Day 1
Experience(up from 3.0
exceeding goal of 4.5)
30% decrease in
New Hire
Help Cases
Results of Our Onboarding Transformation
94% say successfully
onboarded
at 90 days (up from 76%
exceeding goal of
90%)
We social advocates of
Questions?