A Case Study: HR Systems Transformation with SAP SuccessFactors and ETX for HXM
In today’s fast-evolving business landscape, organizations need agile and efficient HR systems to attract, develop, and retain top talent. This Case Study highlights how an organization successfully transformed HR processes without running the risk of not meeting user needs or user acceptance. Project teams can burn out, and the vision and larger goals of the transformation can become misaligned within an organization. In this Case Study we describe how companies can mitigate these risks when they transition to SuccessFactors (SFSF) HXM using Employee Technology Experience (ETX) with Qualtrics XM.
Pre-Transformation Phase: Assessment and Planning
First step: Before the transformation, the organization thoroughly assessed its HR systems, gathering extensive employee feedback through surveys and interviews. Employees reported frustrations with outdated interfaces, slow processing times, and lack of integration with other systems. There were also concerns about inefficient manual tasks and misalignment with modern workflows.
- Employee Surveys and Interviews: ETX tools collected detailed data on employee pain points, shaping the project’s objectives to ensure the new SAP SuccessFactors system addressed these issues.
- Stakeholder Alignment: ETX insights helped engage key stakeholders across departments, building support for the transformation and aligning the project with broader business goals.
Transformation Phase: Implementation and Adaptation
Second step: As the implementation of SAP SuccessFactors began, the company faced several challenges typical of large-scale technology transformations. Employees needed to adapt to a new system, and there was concern about potential disruptions to daily operations.
- Real-Time Feedback Loops: The organization implemented continuous monitoring via Qualtrics XM, gathering real-time feedback from employees throughout the transition. This enabled the project team to identify issues such as training gaps and system usability concerns as they arose.
- Responsive Adjustments: Early feedback revealed that employees were struggling with new self-service features due to insufficient training. In response, the company quickly acknowledged the problem on several internal mediums, deployed additional training sessions, and created user-friendly guides, which helped to smooth the adoption curve.
- Engagement and Communication: In addition to the specific self-service problem, regular updates based on ETX data were shared with employees, addressing concerns and highlighting positive progress. This open communication helped maintain morale and reduce resistance to change.
Post-Transformation Phase: Continuous Improvement
Third step: Following the successful rollout of SAP SuccessFactors, the company continued using ETX tools to ensure the system met evolving employee needs and business objectives.
- Periodic Assessments: Quarterly ETX assessments measured ongoing employee satisfaction and identified areas for further improvement, such as enhancing integration with other applications.
- Feedback-Driven Enhancements: The company implemented system improvements, like better mobile accessibility, based on ETX data, ensuring the system evolved with user needs.
- Long-Term Engagement: Regularly involving employees in discussions about future updates fostered a culture of continuous improvement, ensuring the system remained relevant and effective.
This streamlined approach highlights the essential role of ETX in ensuring a successful HR systems transformation with SAP SuccessFactors, focusing on employee experience to drive better outcomes.
