What HR can learn from IT
Guest blog by Ryan van Biljon, VP of Mid-Market at Samanage
IT departments are pioneers in workplace automation, always one step ahead when it comes to service management. Their ability to filter employees’ requests through the organization’s automated systems leads to efficiently resolved issues. It’s rare that an employee waits longer than a day for computer issues, or other IT issues, to be addressed. But the same can’t be said for traditional human resource departments.
Whether it’s a request for changes to a 401k, a medical plan or time off, an employee could wait days before getting a response from HR. Many times, employees find themselves following up with HR departments about unanswered requests. But heading further into 2017, automation is becoming a bigger internal trend, and businesses will begin to automate a number of corporate departments, like HR.
The push for internal automation stems from drastic changes in consumer industries. The modern B2C experience involves a customer submitting an email to a support email address and immediately receiving a response. This new efficiency in consumer support puts pressure on businesses, whether B2B or B2C, to treat internal employees like customers, leading to higher productivity levels and greater job satisfaction.
With today’s on-demand landscape, it’s important for HR departments to keep up with employees’ service requests. Automating HR processes is key for quick turnarounds on approvals and services, ensuring employee needs are met quickly and efficiently.
Where to Start with Automation
Though it’s an outdated and inefficient practice, many departments track service requests manually through spreadsheets and emails. HR departments should encourage integrated solutions that promote automation, creating seamless onboarding and request management throughout the company. Other than IT teams, human resource departments bear the brunt of service requests that filter through organizations. This makes automation even more vital to providing efficiency in service management.
Service requests are constantly evolving, and their nature shifts with every little change in an organization. Whether it’s a request to IT for a device or an update required by HR for a family status change, company leaders face a growing list of demands that require timely attention.
Automation is great for workflows that require a high number of approvals and steps. For example, onboarding a new employee, no matter the company, involves several steps from a wide range of departments. These steps include setting up the new hire with payroll by accounting, getting the right devices to the new employee from IT, and everything in between. HR leaders facilitate this entire onboarding process, and it can be grueling to manage each aspect of these services. By automating onboarding procedures, human resources teams can ensure each step of the process is completed and approved.
Here are three steps HR leaders can take to move toward automated business departments in 2017:
Leverage the Whole Capacity of the Cloud
Even though a range of service platforms, such as SaaS, DaaS and IaaS models, increased in popularity among enterprises, many organizations haven’t moved sizable or significant projects into the cloud. The cloud is undoubtedly the future of storage and operation, but many businesses don’t leverage its full capabilities.
Use a universal solution between departments to streamline business processes
Through a single solution, employees can request flights and travel, order a new ID card, submit time-off requests and more. With the proper tools in place, employees can create their own direct service requests, cutting down the workflow time and eliminating the middlemen. Top solutions are agile and streamline requests from IT, HR and other departments into a central location.
Develop better visibility
Collaboration can’t begin until there is a strong understanding of processes and operations cross-departmentally. From there, businesses can create a tailored solution that seamlessly integrates from department to department, as well as employee to employee.
Through a better understanding of how requests and services are managed throughout a business, leaders can set up tools that are tailored to fit the company’s unique needs. For human resources, automation is the next step, following the standards set by today’s IT departments. Offering employees a consistent method for submitting service requests, and fulfilling those requests efficiently, will put businesses ahead of competition by maintaining a workplace filled with top talent.