Business and IT are faced with disconnected employee experiences across intranet, apps, and backend HR systems. How do you drive a unified experience to keep your workforce engaged, happy, and productive? Join this panel discussion to hear from Intuit's Michael McCreary, VP HR Services, David Reed, Director of Workforce Systems, and Salesforce?s Jeannene Michel, VP of Employee Success Global Operations, who will share best practices, stories, and guidance to get started.

1. Workplace Reimagined – Connected,
Engaged, Empowered
​ Jeannene Michel
​ VP, ES Global Operations &
Shared Services
​ Salesforce
​
​ Michael McCreary
​ VP, HR Services
​ Intuit
​
​ David Reed
​ Director, Workforce Systems
​ Intuit
​
Dreamforce 2015

2. Safe Harbor
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3. Salesforce Today
18,000+ employees
16+ years old
4 years ago:
• No centralized employee support (no phone #)
• No MSS
• Hit & miss Chatter groups for peer support
• Grossly outdated intranet, that was primarily US
focused; no owner

4. The situation: Growth was outpacing ability to provide service
​ Top 3 Issues impacting
employee experience:
1. Multiple places to go to try to find
information
2. No phone number to call or chat
for real time help
3. File a ticket, no way to track it and
sometimes never hear back

5. We needed to figure out a better way to service employees
​ Top 3 Goals:
1. Improve Employee Experience
2. Scale Employee Services
and Knowledge Management
3. Take a Data-Driven Approach
​

6. The solution: HR Help Desk
​ 5 Core Components:
1. Content
2. Community
3. Case Management
4. Call
5. Chat
​ And it’s available via SSO in the
environment our employees work in every
day. Not an intranet!
​

7. So, how did we do it?
​ 5 secrets to success:
​ 1. Employee Voice groups
​ 2. KCS approach to content creation
​ 3. Proactive change management
​ 4. Case management planning
​ 5. Dashboards and metrics
​ You only get one chance
to make a first impression!

8. Results
TTRADOPTION SCALE
92% 1:350

9. Designed
for mobile
Relevant search
results
View
of your
cases
Evolution to Mobile – Introducing Concierge

10. Concierge (self-service and efficiency)
​ Single place for employees: federated
search from multiple knowledge sources
​ Mobile and Desktop
​ Curated content
Employee ratings
Article Actions

11. Reimaging Talent at Intuit
Michael McCreary, VP – HR Services
David Reed, Director – Workforce Systems

12. MISSION:
To improve our customers’ financial lives so profoundly…
they can’t imagine going back to the old way

13. Intuit – who we are
1983
Founded
8,000+
Employees
50M+
Customers
1993
IPO
4.4B
Revenue
32
Locations

14. Intuit – who we serve
Consumers
Small
Businesses
Accounting
Professionals

15. Recognized as one of the world’s leading companies
FORTUNE 100 BEST COMPANIES TO WORK FOR
2013
MOST ADMIRED: SOFTWARE INDUSTRY MOST INNOVATIVE COMPANIES
2014
2015
31
Ranked
#
12 Years in a Row
2004 2005 2006 2007 2008 2009 2010 2011 2012 2015
WORLD’S MOST ADMIRED COMPANIES
2013 2014
14 Years in a Row
2
Ranked
#

16. Intuit in the cloud
Online and Mobile
Revenue
Total Revenue
$3B 2/3

17. What we heard from our workforce
SAY-DO
“I want to do it or
find it for myself,
but can’t…”
“I have to go to
several places to
get one thing
done…”
“Too much time
on administrative
tasks…”
“Too much noise
to sift through to
find what’s
important…”
Which makes
me FEEL:
Frustrated
Angry
Resigned
Overwhelmed
THINK
I need this to be
EASY – connect
the dots for me
So that I can…
• Go to one
place
• Get it done
Which…
• Hides the
background
mess
• Frees me up to
focus on
what’s
important

18. Trends
“The most significant effect on HR Technology is
the expectation of an interface similar to a
consumer app…we are on the cusp of what’s
possible in HR to provide a distinctive experience
and competitive advantage.”
- PwC 2013 HR Tech Survey
“With the cloud, it has never been easier to
accidentally build silos.”
- Gartner, April 2014
Workers expect
awesome experiences in
the applications they use
at work

19. Our vision for workforce technology
• The experience finds me,
I don’t have to search for it
• 40% of experiences
consumed on Mobile
• The experience presents
the right data to make
ME smarter
• More intuitive and delightful than any other
place I’ve ever worked

20. Experience Design Principles
Wherever, whenever, on
any device
Data & process are in the
cloud
It finds me,
I don’t have to find it

21. Act 1: A New Opportunity
– Ravi– People Leader Expatriated in Australia
– Tony– Product Manager in the US reporting to Ravi
Act 2: A Match is Made
– Scarlett– Job Seeker in Australia
– Sarah – Recruiter in the US
Act 3: Let’s Get Started!
– Scarlett– Job Seeker in Australia
– Johan – HR Connect Talent Liaison
– Ravi - People Leader Expatriated in Australia
Reimagining Talent…at the speed of business

22. Act 1: A New Opportunity | Tony – Product Manager in the US reporting to Ravi
Tony’s opportunity

23. Ravi on the move
Act 1: A New Opportunity | Ravi – People Leader Expatriated in Australia
Create a
requisition

24. Dinner
Act 1: A New Opportunity | Ravi – People Leader Expatriated in Australia

25. Job approved & posted
Approved and posted!
Act 1: A New Opportunity | Ravi – People Leader Expatriated in Australia

26. Scarlett discovers Intuit
Act 2: A New Opportunity | Scarlett – Job Seeker in Australia

27. Job match!
Act 2: A New Opportunity | Scarlett – Job Seeker in Australia
Job match at Intuit.
Check it out!

28. Sarah, our recruiter
Act 2: A New Opportunity | Sarah – Recruiter in the US
Job match at Intuit.
Check it out!
Scarlett La

29. Interview scheduled
Interview
with Intuit
Act 2: A New Opportunity | Scarlett – Job Seeker in Australia

30. Ravi Needs Help
Act 3: A Match is Made | Ravi – People Leader Expatriated in Australia
Hi Ravi, looks like you
need help. What can I
do for you?

31. Johan Saves the Day
Act 3: A Match is Made | Johan – HR Connect Talent Liaison
Hi Ravi, looks like
you need help. What
can I do for you?

32. Accept and provision!
Act 3: A Match is Made | Ravi – People Leader Expatriated in Australia

33. New hire pre-boarding
Act 3: A Match is Made | Scarlett – Completes “Paperwork” Automagically

34. Scarlett meets the team
Act 3: A Match is Made | Scarlett – Job Seeker in Australia

35. Talent at a glance
Intuit Talent
Cloud
…at the speed
of business!
Act 3: A Match is Made | Ravi – People Leader Expatriated in Australia

36. Where we are on our journey
• Building point solutions, while working towards unification and a “mobile container”
• Results so far (3 minutes to open job req, ++ NPS for onboarding)
• Already built Awesome Req, New Hire Provisioning, and Onboarding Prework
• Working on Awesome Apply, Assessing for Awesome, and Real-Time Feedback

37. Opportunities and challenges
• Capabilities and speed of development
• Share apps with other companies
• Force.com and Lightning are brand new – learning as we go

38. Thank you

39. Panel Discussion

40. Win one of ten SONOS speakers at the App Cloud Keynote!
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IT Ranger Station in the Dev Zone
Moscone West, 2nd Floor
Thursday, September 17, 2pm — Moscone South
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EVP, App Cloud
Salesforce
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