1. The Impact of the Employee Experience

    It’s all about the Employee Experience. Machines do not innovate, people do. Most people agree that they want happy and excited people working for them so that their company is an innovation machine. Innovative companies succeed ahead of the companies who aren’t. So the Employee Experience is key to your company’s success.

    How often do you wonder what your employee’s experience is when they interact with your HR organization? Is it a good experience or a painful one? Beyond that, how is their experience when they interact with your HR, Payroll, and Benefits systems? Good questions as I’m sure you would agree, but even if you have surveyed your employees, how do you go about fixing the problems of those team members who answered with OK to Not Very Satisfied experiences?

    First you have to do a root cause analysis of why those experiences are not stellar. This can be a long and confusing process as their so many factors that can impact those interactions with you HR organization. It is too easy to blame your HR department and then extend that to your HR Services employees but many times if you push hard and dig deeper, you’ll find that your HR service employees aren’t empowered to help your employees relative to: 1) the tools they have; 2) the degree to which they’re allowed to interpret your policies; 3) how well your HR policies and processes are documented; 4) how difficult is it to access to those policies; 5) how consistent your processes are across your entire organization; 6) how easy your systems are to access; and 7) how well your HR systems are integrated.

    If you look closely at the root cause analysis, is any of the dissatisfaction connected to these things? If you see a trend in how you answer these seven key areas and your answers point to: 1) a lack of standardization (too many variations of the same policy and process) 2) systems which are disjointed/disparate and standalone as silos within your HR organization; 3) a lack of fully integrated HR and Talent software technology; and 4) your own HR services team are equally frustrated, then you probably and most likely have a system’s problem with potentially a standardization problem. The key to this conclusion rests with how frustrated your HR services organization is.

    If you are noticing high turnover within your HR Services organization and higher than normal attrition amongst your overall employee organization, yet still consider your benefits offerings above average, then you know you need to fix this. You will obviously ask “. . . but at what cost and to what benefit.”

    The first gut response that most people have is that they have a communications problem. Yes, the obvious answer, but even if you do a better job of communicating your benefits and your systems are painful to use, your results will most likely the same. The employee experience is key to both and in order to get this right, you need better systems that talk to each other that can be delivered in a similar fashion globally with easier access to self-service. If you do this you not only get happier employees (reduced turnover & better ROI on your benefits programs) and you get happier HR Services staff (now eager to please your employees when they reach out to HR) because your HR Services team are now less frustrated.

    I know, I make it sound simple, but as an employer, you have choices around how and where you invest your money. Decreasing turnover, improving performance, and reducing your back office HR spend can save an employer as much as 20% to 80%, depending on how bad these key areas are within your own organization. Similar ROI statistics are evident in companies who change over to a Shared Services Organization (SSO). Changing to delivering HR via an SSO can only be done with highly integrated systems and well-orchestrated standardization of HR processes. Even if you do not switch to an SSO, be sure that after you achieve enterprise wide standardization, you implement Cloud based, highly integrated HR systems which can take advantage of robotic software for processing standard forms. To be highly successful, these systems need to be implemented across everything from recruiting, on-boarding, benefits enrollment, core HR system, to talent management.

    For all of these reasons, and more that we didn’t talk about, the ROI for companies who do this validate the ROI quickly and create more value to their bottom line for their owners and shareholders. It becomes easy to see that you can pay for these changes in the short term from just the savings.

    About the Author:

    Allen Peterson is the CEO of Aasonn. Aasonn is a global consultancy who has implemented and integrated HR/Talent systems for over 1,600 SAP/SuccessFactors customers in 30 countries in just the last seven years. Today they are building a new division to deliver HRO using highly integrated Cloud solutions with highly standardized HR processes. Their new HRO solution is based on the Employee Experience. The new offering will be available in the second half of 2014.

    Originally Posted on LinkedIn (


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