The Complete Guide to Employee Service

If you want to retain top talent, boost productivity and foster a positive work culture, make sure you deliver great Employee Service. This important business function encompasses everything from handling employee enquiries and requests, to offering support and training, to addressing concerns and issues — and more.

There’s a real payoff to streamlining Employee Service delivery. In fact, 88% of staff agree that a frustration-free digital experience is key to their happiness and productivity. But customers are seeing increases in employee productivity with our Employee Service Management software. When frustrating or clunky HR processes are removed, employees get time back to spend on the most important aspects of their jobs. This creates a virtuous cycle that benefits everyone. In fact, our research found that a focus on improving employee experience can boost revenue growth by up to 50% or more.

Advances in generative AI that make Employee Service delivery more efficient are happening fast — and will only continue into the future. So let’s take a deep dive into what Employee Service is, the benefits it brings and how you can use AI-powered HR technology to streamline your Employee Service delivery today.

Employee Service refers to the services and support provided to employees to enhance their access to HR information (like for benefits and pay, job satisfaction and productivity. It includes a wide range of initiatives, from onboarding and training programmes to employee assistance programmes and wellness initiatives, to benefits administration. Key aspects of Employee Service and workforce management include:

• Onboarding and training. New employees need training and once they’ve been onboarded, all employees will need growth and development opportunities.
• Handling employee enquiries and requests. Employees need fast answers to their questions and speedy action on their requests.
• Providing support and resources. Employees need access to the tools, resources and information they need to perform their jobs effectively.
• Addressing employee concerns and issues. This can involve resolving conflicts, providing counseling or support or taking appropriate disciplinary action.
• Creating a positive and productive work environment. Open communication, recognising and rewarding employees and creating a supportive and inclusive culture all contribute to a positive work experience for your employees.

Technology plays a significant role in enhancing employee service. For example, self-service portals and knowledge bases empower employees to find answers and resolve issues on their own, keep in touch to HR team members and complete HR processes like adding a beneficiary or applying for a corporate card. Employee engagement platforms facilitate communication, collaboration and recognition, fostering a positive work environment.

• What are the benefits of effective employee service?
• How does employee service work?
• Best practices for employee service
• How to use technology in employee service
• Employee service strategies for different industries
• How to measure the impact of employee service
• Future trends in employee service

Effective Employee Service is crucial for creating a positive work environment where employees feel valued and supported. And yet when it comes to accessing HR-related information and tasks, there are a lot of inefficiencies.

Employee Service and customer service are both integral to an organisation's success. However, they focus on different groups.

Customer support is primarily concerned with satisfying external customers — those who purchase a company's products or services. In contrast, Employee Service centres on internal customers — the employees who make the organisation run.

Both functions benefit from automation and AI. Automated customer service and customer service AI speeds case resolution for external customers. Similarly, automation and AI for Employee Service help employees resolve issues faster.

Effective Employee Service brings a multitude of advantages to an organisation. When a company prioritises the needs of its employees and offers excellent internal service, it fosters a more content and committed workforce. This yields several benefits:

• Higher productivity. A strong focus on Employee Service directly translates to higher productivity and operational efficiency. Employees can easily get support and find answers they need, which gives them time back to focus on their job. HR teams, can work out of a unified HR service console, which simplifies their processes and lessens their workload.
• Reduced turnover. Employees who feel valued and supported are more likely to be satisfied with their jobs, which in turn minimises absenteeism and turnover rates.
• Improved customer service. The positive attitude and high morale of employees who feel well-served by their company trickle down to the customer service experience. Happy employees are more likely to provide exceptional service, which in turn leads to satisfied customers.
• A strong brand reputation. A workplace known for treating its employees well becomes an attractive destination for top talent. Positive word-of-mouth and glowing reviews can significantly enhance a company's image, making it a magnet for skilled professionals.

Employee Service involves various components working together to create a supportive and engaging work environment. At its core, Employee Service is about addressing and supporting the needs of employees through a combination of processes, technologies and strategies.

Some key components of Employee Service are:

• HR service delivery. This encompasses the systems and processes used to manage a wide range of HR tasks, from onboarding, to benefits administration, performance management and more.
• Self-Service portals. These platforms empower employees to manage their own HR information, such as updating personal details, enrolling in benefits and accessing training materials.
• AI agents. A great way to improve efficiency is to leverage AI-powered agents designed to deliver Employee Service. For example, Salesforce’s AI Employee Service Agents provide fast answers and case resolution, helping to deflect cases from reaching members of your HR team. Employees get the help they to need and HR reps get more time to focus on meaningful projects. Win-win.
• Personalised experiences. Tailoring services to the individual needs of employees can significantly enhance overall satisfaction. Data and analytics can help your organisation understand employee preferences and behaviours, so you can design services and programs that meet those specific needs.

In today's dynamic business environment, optimising Employee Service isn't just a good practice; it's a strategic imperative. Consider adopting these four strategies:

1. Streamlining HR service delivery

By automating routine tasks and leveraging advanced technologies, HR teams can significantly enhance efficiency and reduce manual workloads. HR professionals can shift their focus from administrative tasks to more strategic initiatives that drive organisational success. For example, automated onboarding processes can help new employees have a smooth transition, improving their initial experience and setting the tone for their tenure.

2. Implementing employee self-service portals

Self-service portals empower employees to independently access HR information and manage their data, such as benefits enrolment, time-off requests and performance reviews. This reduces the workload on HR departments and increases employee satisfaction. Self-service portals also contribute to a more transparent and efficient workplace, where employees feel more in control of their professional lives.

3. Personalising employee experiences

Customising HR services and communications to meet individual needs and preferences can significantly boost employee satisfaction and engagement. This might involve tailored career development plans, personalised training programmes or customised benefits packages. By recognising that each employee is unique, organisations can foster a culture where employees feel valued and understood, leading to higher levels of motivation and productivity. You can add even more personalisation by integrating an employee service system with data from other HR platforms — like Workday, ADP or SuccessFactors.

4. Measuring and improving employee satisfaction

It's essential to regularly measure employee satisfaction. Surveys, feedback mechanisms and pulse checks can help organisations uncover areas for improvement. Regular measurement allows HR teams to track progress, address concerns promptly and make data-driven decisions to optimise the employee experience.

Traditionally, organisations have used multiple HR point solution systems to provide employee service. This has led to redundant processes, high manual effort and a drag on productivity. Disparate processes, legacy tools and siloed data have forced employees to go to multiple different sources — email, Slack, company intranet and more - to find the information they need and manage HR tasks.

The good news is that Technology now makes Employee Service delivery far more efficient, thanks to a few key developments.

Employee management software offers a comprehensive suite of tools designed to optimise HR processes and centralise critical data. It streamlines workflows for HR teams and employees, reduces administrative burdens and gives employees up to date, relevant information.

• HR Service Console. Solutions like Salesforce’s Employee Service Management provide HR teams with a single workspace that give them a unified view of the employee and all their employee data, engagement history and case information. A knowledge base accessible to both HR and employees creates a strong foundation for successful knowledge management.
• Employee Self-Service Portal. An employee self-service system portal is a branded portal where employees log in to find answers, submit tickets and complete actions. They can access knowledge articles and complete processes, all on their own time.

Artificial intelligence (AI) and automation are playing pivotal roles in redefining Employee Service delivery. Let’s look at some of the ways Salesforce’s Agentforce and automation can help:

• AI agents. AI-powered tools like Salesforce’s Agentforce provide round-the-clock support, answering employee queries instantly and resolving issues efficiently. These tools can handle a wide range of tasks, from onboarding processes to benefits enrolment, freeing up HR staff to focus on more strategic initiatives.
• Assistive AI. Artificial intelligence tools like Agentforce help augment your HR team’s skills right in the flow of work. Before an HR rep jumps into an interaction, Agentforce summarises the case history so the HR rep is up to speed. Agentforce also drafts suggested replies to employees, as well as relevant knowledge articles related to the case, saving the HR rep time. When the case is finished, Agentforce can draught an initial case summary that the HR rep can edit. Agentforce can even draught a new knowledge article about a new case type.
• Automation. Automation connects disparate, siloed data and streamlines repetitive tasks, reducing errors and increasing operational efficiency. By automating routine processes, organisations can ensure consistency and accuracy, while allowing employees to focus on more impactful work.

A seamless integration between HR and human capital management (HCM) systems or human resources information systems (HRIS) like Workday ensures that all your employee data resides in one place.

BaseCamp at Salesforce

At Salesforce, we're committed to running on our latest Salesforce innovations - in this case, on our Employee Service product. BaseCamp is what we’ve named our Employee Service digital workspace. It provides employees with a single source of truth and a personalised suite of support. With the launch of BaseCamp, issue resolution for our employees went from an average of 48 hours to just 30 minutes.

Yep, that’s right. And what’s more, BaseCamp has deflected 96% of employee cases from ever reaching a member of the HR team.

BaseCamp is accessible via Slack and gives employees personalised recommendations, knowledge articles and more. It’s built into the flow of employees’ work, so they can see their tasks and catch up on what’s happening with their case, all in one space.

And it’s been widely adopted. To date, we’ve had 72,000 total users. In a single month, we had more than 835,000 searches and nearly 800,000 article views.

As with any initiative, you want to measure the impact of the Employee Service you deliver. How is it being received by your employees? Where do you need to improve? When you make changes to the employee service you deliver, what are the results? Here are some things to consider.

Before you get started on your journey of improving your employee service, take a baseline pulse of how satisfied your employees are with their jobs, workplace relationships and your company as a workplace. You may want to focus on metrics like employee satisfaction (like CSAT, but for employees), employee net promoter score (eNPS) or even employee engagement. You’ll also want to track these regularly to spot any changes and trends.

Whichever metrics you choose, regularly conducting surveys to understand employee satisfaction levels is key. You’ll want to conduct important surveys like employee engagement at least once a year. That way, you can hear about problems directly from employees and address them. If you get positive feedback, you can use that information to continue doing what is going well or even expand it. Keep in mind though that survey fatigue can happen - don’t overdo it.

Beyond internal metrics, it's crucial to assess the broader business outcomes influenced by Employee Service. This includes evaluating how employee satisfaction translates into customer satisfaction and overall financial performance. Additionally, calculating the return on investment (ROI) for employee service initiatives can provide a clear picture of their financial impact. Data analytics can help you uncover correlations between employee service and organisational success that clarify whether investments are worth it and that help guide future strategic decisions.

As the world of work moves into a new phase of artificial intelligence, HR platforms will transform or be replaced by agentic platforms. Let’s dive in.

We’ve entered the third wave of AI: agents. AI agents like Agentforce are set to dramatically improve efficiency and productivity across departments — and soon they’ll be working with your HR teams. This means HR managers will oversee a team of autonomous agents working with humans to deliver fast, efficient Employee Service.

Advances in AI will give your HR representatives more time for meaningful work. The addition of AI agents to the team frees up bandwidth for your HR representatives to focus their attention on the higher-value tasks that only they can tackle. And with assistive AI to help serve up data insights, HR reps will be able to quickly review the performance of their programmes and determine next best steps.

As AI continues to improve, your HR organisation and your employees will continue to reap the benefits. So why not get started today?