Copyright © 2014 CWT

Journée Utilisateurs – 24 mars 2016Atelier HCMTrophée “Fédérateur du changement”

HR Connect

24 March 2016Richard van der Zanden

© 2016 CWT

Agenda

1. Carlson Wagonlit Travel and HR Connect Introduction

2. What’s Disruptive about our Solution/ Project?

3. What were the Key Implementation Challenges?

4. What are the Key Benefits of HR Connect?

5. What is it we are Most Proud of/ Emotional

Value of the Solution?

6. HR Connect Video and Testimonials

7. Q&A

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www.CARLSONWAGONLIT.com | www.CWT-HR-CONNECT.com

© 2016 CWT

Bringing people together

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BUSINESS TRAVEL

CONSULTING

CREATIVE MEETINGS & EVENTS MANAGEMENT

TRAVEL IN THE ENERGY, RESOURCES & MARINE SECTORS

© 2016 CWT*Global figures based on 2014 reporting

CWT at a glance

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Largest wholly owned network:Business Travel,Meetings & Events

Approximately19,000 employees worldwide

Dedicated corporate innovation team

Compliance officers inevery region

Responsible business ambassadors

Award-winning mobile appCWT To Go™

97%Customerretention globally

in 150+ countries& territories

62.3 million online & offline transactions annually

© 2016 CWT

Customer/ Functional Perspective

CWT’s Global HR Portal.

First point of access for CWT’s employees & managers for all HR Information,HR related queries and HR processes.

Available 24x7 in 35 countries and 10 languages.

‘Personalized’ content based on geography

and role.

Supported real-time by group of advisors

via live chat, phone, ask a question and

email.

Usage reporting and automated customer

satisfaction surveys.

February 2016 statistics (15 countries live) -

25,000 portal visits and 5,000 queries

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HR Connect - One tool. All you need.

© 2016 CWT 6

HR Connect - One tool. All you need.

Solution/ Technical Perspective

Oracle Service Cloud is used for HR Portal and Query Tracking solution.

Oracle Fusion HCM is used as HRIS – covering the full employee life cycle.

The two are interfaced and use Single Sign On (SSO).

Outlook and Live-Chat integration.

Oracle Policy Administration (OPA) as next step.

© 2016 CWT 7

HR Connect - One tool. All you need.

What’s Disruptive about our Solution/ Project?

Transformation + Enabler for a New Business Model

Transformed the way employees & managers react with HR at CWT

From: Traditional face-to-face HR Interactions

To: 24x7 HR Access

Platform for our new HR Service Delivery Model

Enabling Global & Regional HR Service Centers to operate with

speed, scale and cost effectiveness.

Catalyst + Provider of Feedback for Continuous Improvement

Enables HR to continuously build best communication content basis theranking of most popular topics.

© 2016 CWT 8

HR Connect - One tool. All you need.

What’s Disruptive about our Solution/ Project? (contd.)

Partnership + Speed

Closely partnered relationship between Oracle and CWT Project Team

as ‘One Team’.

Collaboratively launched the solution in just 8 weeks by

accelerating customer priorities and phasing medium/ lower

priorities (where a normal cycle takes 13+ weeks).

Innovative Switch: External Customer to Internal

Employee

One of the first HR solutions build

with Oracle RightNow Cloud Service.

The adjustment was nimble!

© 2016 CWT 9

HR Connect - One tool. All you need.

What were the key implementation challenges?

Content Preparation, Loading and View

Collecting the most up to date HR content (policies, processes & FAQs) from all countries; translating key content into different user languages; and ensuring a visually consistent global ‘HR Knowledgebase’.

Change Management

Promoting the HR Portal and encouraging the employees/ managers to use it as their first point of contact for any HR Information.

Turning a Generic Service Cloud Solution from Oracle to a Customized HR Solution

Configuring an external customer services product within a short period of just 2 months as a complete internal HR Solution – one of the first of its kind.

© 2016 CWT 10

HR Connect - One tool. All you need.

What are the Key Benefits of HR Connect?

24x7 access to HR Information

Personalized, Tailored and Relevant Content for your Role/ Language

Specialised employee, manager, international manager and HR access

to relevant topics in 10 languages.

Combination of ‘Digital’ and ‘Human’ Touch

HR Policies, Processes and FAQs present digitally on the Portal

with real-time human support via HR Advisors.

One Stop Shop for all your HR Needs

HR information, ability to reach out to the HR Service Centers

and gateway for HCM application - all under one roof.

Cost Effective Model for Dealing with HR Queries

Decreasing CWT HR administration from 60% to 30%*, allowing HR

to focus more on business.

*Approximate figures

© 2016 CWT 11

HR Connect - One tool. All you need.

What is it we are Most Proud of/ Emotional Value of theSolution?

A Truly global solution for 50 countries, 20,000 employees and 10languages.

Launch time of just 8 weeks – achieved in close partnership between Oracleand the CWT project team.

Quick and easy to use. Lots of positive feedback and testimonials fromemployees, indicating they really like the solution and want to keep coming formore!

The scalable ability of the solution which has allowed us to keep improving andgrowing phase by phase to meet & lead our customer requirements.

The solution has enabled CWT tobuild a brand where everything an

employee needs regarding HR is at

one place!

Real-time employee satisfaction

survey for each request showing a Net Promoter Score (NPS) of

48%*

ORN being tailored to our needs, makes us feel proud owners of

the outcome.

*Figure for the month of January 2016

© 2016 CWT

HR Connect Video and Testimonials

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Please click on the black corners to play the video during slide-show

Link for HQ Video - https://vimeo.com/144872067

“It’s a very friendly and easy to use tool. I love the variety of options that you can access from the

site, like HR Services via chat and email .”

Antuanett Kerrigan, Program Manager

“I have access to HR information anytime, anywhere!”

Dominique Junio, Travel Manager

“HR Connect is user-friendly and easy to navigate.”

Dorine Belliard, Director of Finance, Global Partners Network

“This lets us make full use of this new technology and improve life at work for

employees and managers.”

Joyce Hegedus, Vice President, HR

© 2016 CWT 13

Thank you!We are happy to answer any questions you may have.