 From Las Vegas, it's theCUBE. Covering Knowledge 16, brought to you by ServiceNow. Here your host, Dave Vellante and Jeff Frick. Welcome back to Knowledge 16 everybody, this is theCUBE. We go out to the events, we extract the signal from the noise, I'm Dave Vellante with Jeff Frick. Carly Bush is here, she's the director of business operations and strategy and she's joined by Wendy Jones, who's the VP of IT. They're with a company out of Denver called Envision. Ladies, welcome to theCUBE, it's great to see you. So, Carly, let me start with you. Tell us about Envision, what the company's all about. You're on the HR side, of course Wendy, you're on the IT side, give us the story. Absolutely, we're a very large healthcare organization, very diverse, we most recently have branched off in some new divisions of our company. We have ambulance services, we have home healthcare and then we also have hospital services. So those three business units make up our company, Envision. And those are relatively new you said? No, the home healthcare is our newest line in the last few years, we started primarily with emergency services, the ambulance and the hospital services and then in the last, probably three years, went into the home healthcare business as well. So Wendy, what's going on in the business that's sort of driving demand for IT and requests and as any IT exec, you get pulled in a million different directions, what are the business drivers that are causing you the most interesting times, I'll put it that way. Well, being able to manage multiple requests from multiple, I mean, we're very large with there are 45,000 employees who are remote. So we need the ability to be able to handle those requests coming in, not just in the HR department or the IT department but legal marketing, everybody has a request and a case need and so that's why service now is such a driver in our industry for that. Yeah, I mean healthcare is such a, it's an industry that we can all relate to. Now you guys brought service now into the HR side of the house first, right? Which is rare, isn't it usually the other way around? Yeah, it's exciting because we talk to people and most companies here implement IT first and they have a good experience and then they look at other parts of the business but we went with the HR first when we decided to become a shared service center in our corporate office and we needed a great case management and knowledge management system and so we implemented about three years ago, went very well and now our IT is now branched out and they're doing their implementation as well. What was the, go back, you guys have both been with the company for a little bit, decade or so. What was the relationship like between HR and IT? Was it always cordial, was it always kind of yeah, all right, we'll live with it. How would you describe it? We'll start with the IT side. I was going to say, I would start with the HR side. Well, there's two sides to every story, okay. Because we're here to support the business so definitely start their side. How were they doing? Be honest, right? Fine, it was fine. Very common answer, right? Just, it's difficult because IT is tasked with helping everyone and in most cases they didn't have enough manpower to do that and at times HR would not be at the top of the priority list and we needed things done and it was, can't get to you yet, we have other things going on. And so now with ServiceNow and the automation that we have, we have a lot of employees, self-service, a lot of automation that we don't need to go to IT now because we have it built in our platform with the product. And from your standpoint, Wendy, you were doing your best, all right? Right. The demand management, everybody's tugging at you. Has it changed since you brought in ServiceNow? It has because it's much more business driven. The business decides on our customers, the IT customers, the business, decides on what they want and what they need and with ServiceNow they have the ability to be able to configure things within their admins of the system. So they don't have to wait for us to put them in a queue and be able to develop new things for them. Now in some cases there is, if it's more complex, but it allows us to be much more strategic with them to try to help them plan on more advanced things instead of just heads down configuration. Carly, from an HR standpoint, what's going on in the business as far as, I mean, in our business, there's like a war on talent. It's like bidding wars and even worse sometimes. Is similar in your industry? Absolutely. In our business, we have to be on top of that, especially on the ambulance side. I mean, we have to be staffed appropriately and quickly because if we're not, we're saving lives every day, right? So for our department, it's very important that we're onboarding quickly, getting them through the process and getting them on that ambulance so they can go out there and do their job. In the past, that process was a little bit longer because there was paper forms and a lot of HR people doing transactional type duties to get someone ready and able to hit the ground running. And now, it's great because it's automated. A person can simply accept their job application from their smartphone. They can do their required forms from their phone and they can be ready to go very quickly. And as you've pushed some of this stuff to self-service and kind of off your guy's plate, like we talked about keeping the lights on, what are some of the things that your core staff now is able to do that they just didn't have the time before? How has their lives changed in their everyday job? That's really one of the things that's most exciting to us is the automation. And it's simple things such as W4s, direct deposit entry, I-9 administration. Before, you needed an HR person behind a desk to fill out all those forms and do the entry into the HRIS system. Well, now with all the integration that we have and the self-service, employees can simply do many of those things on their own and it's integrated right into our HRIS system. So the biggest thing is there's not as much transactional or data entry, if you will, from an HR person and simplification for the employee. How does the integration work? I mean, where does ServiceNow leave off and your core HR system pick up and how integrated are those two? There's a lot of integration. So basically we have three systems, our applicant tracking system, our HRIS and ServiceNow. And they all three are integrated in various ways so that the application, when it comes to us, generates an offer letter. When we're finished with that task, it generates the HRIS entry. So it is very, it's very complex, but it integrates very well. And what's your core HR system? Can you say? Oracle. It's Oracle, okay. So is that Tileo? Or is it Oracle core? Tileo's an ATS. So we use SuccessFactors for our ATS, our applicant tracking system. Oh, okay. So SuccessFactors integrates with the systems as well. Okay, so what, SuccessFactors is what, more talent management? Absolutely. It's a recruiting system. The recruiter will do their requisition in that system and move them into an offer status and then it'll kick off over to the other side so that we can move forward with our tasks to get them hired and through their pre-employment testing, things like that. Okay, and then so when you bring in ServiceNow, how, like when the, does the user see ServiceNow or do they see Oracle or what do they see, both? They see more of a customized view. We have an employee portal. So they go into this employee portal with the background being ServiceNow and that's the view that they see. And to add to kind of what Carly said, not only have we enhanced her teams and the ability for them to do more, but I think the bigger key here is the employee satisfaction. As an employee and not as an IT person, it went from, if I needed to change my direct deposit, it went from me handing a form to HR and it taking weeks because it's data entry to it taking probably no more than an hour before I saw that change back to being in the self-service system. Now to imagine the accuracy goes up accordingly, right? Because you just have one less opportunity to mess it up. That was one of the reasons that we did that and also to bring consistency. So many practices out in the field, if you will, were handled differently all across the country and a lot of those consistencies we've been able to realize with this product. Do you quantify the sort of benefits or does it, I mean we talked to a lot of customers that it's just changed my life and I need to quantify the benefits but sometimes, you know, CFO might say, well we're spending all this money, what are we getting? Do you do that? Do you do a look back? We do, you know, it's difficult at times because a lot of the, you know, there's so many variables. One of the biggest things that I think has made an impact on our company is taking all of this transactional duties away from the field personnel so that the field HR people can actually, you know, partner with their operation now. They can focus on bigger HR initiatives such as, you know, staffing planning, things like that. Not having the HR professional 50% of the time doing data entry. Hard to quantify that, you know, sometimes but it's, the impact has been huge for our HR staff. And how about on the IT side? I mean, we all know the stats, 80% of our time is spent keeping the lights on and we don't have time for, you know, growth and other strategic initiatives. Have you been able to move that needle at all, Wendy? We haven't yet, but we did just implement on the IT side in March. So right now we're still, we've implemented incidents and requests. And so we're still going through that change period where it's a little bit slower. The, we haven't recognized a true efficiency yet. I think it'll come down the road. What's your expectation in terms of a payback? Is it six months a year, two years? I would say six months to a year. Okay, so six months to a year is pretty good, right? Yeah. I mean, the financial people would be happy to do something like that. And it was a full year on the HR side, to be honest, before we realized all of our efficiencies because that first year, you're working through bugs, you're working on communication, changing processes for people. And it takes a while, it's not immediate. Beg's an interesting question. We talk often on theCUBE about people processing tech and a lot of focus on the tech, but as we all know, it's a whole lot of people in process to implement. So I wonder if you can talk to kind of getting everybody on board with these new processes. Hard was it easy? It was like, wow, it took so long. How was it accepted in the field? Good, but it did take some time. So I just actually got finished talking to a potential customer, and that was one of their questions. And I told them, the biggest thing for us is we had a full blown communications campaign ready to go before we went live. It was very important to us that we involved our HR people, our employees. They knew what was going to happen. Everything from employee mailers to their home address, announcing this big change that's coming to meetings and web access and training sessions and printed materials for them. So that was huge, because if we hadn't done it that way, I think a lot of people would just have the kind of deer in the headlights situation going on. And again, the scale you said is 45,000 people. Yeah, that's where we're at now. Wow. What do you think of this new way to work theme that we've heard in the conference as customers? Does it resonate? Is it just good marketing? Is it real? I think it's real. I mean, anytime you can realize efficiencies in that way and partner together, it's just, it makes a huge difference for any company. And what about, what else are you planning with ServiceNow? What's next? Started HR, moved to IT, is there more in the future? Well, within IT, we implemented incident and request. We're currently getting ready to implement change in June. And then we are also looking at asset management, project management. Our legal department is also looking at the legal module for their case management and contract management. And marketing is taking a look at it also from a standpoint of managing the marketing requests, the communication requests that come in. And are these, well, obviously there are systems in place to do all that stuff today, but probably a lot of spreadsheets and normal things. But also some systems, you mentioned project management. Do you retire systems? Do you plan on retiring systems or? We do plan on retiring systems. For example, our request system was a in-house developed system, it's been retired. I think everybody did a party when that one was retired. We will also be retiring our current incident system. Our legal contract database is a developed system. I mean, you mentioned IT and the, you know, business, not exactly a loving IT. The contract system for our legal department is an example of that. Whereas they're excited to see ServiceNow because it'll be more in their court where they can make changes. Did you get rid of stuff on the HR side when you brought it? No, ours was more integration with other systems. So it was sort of more incremental. We got rid of paperwork. That's what we got rid of. Yay, employees must have loved us. And manual stuff, yeah. Last word from each of you. Now, you've been to ServiceNow Knowledge before. Or is this your first one? This is my first time. You too? I've been once before. Oh, okay, great. Once as a prospect, now as a customer. So what's the worry? So what are your impressions of the event? And Carly, to start with you? Overwhelming. So much info, yeah. So much info, so many people. It's just great to be part of it. And anytime I can, you know, talk about ServiceNow, I love to because we're a happy customer. Did you guys bake a cake? Bake a cake. ServiceNow brought a cake. Yes, we had our go live. They came in with a great big cake, so. On both sides, you know, when we went live too, we got a cake, so. I think the conference is great. I think that there's, you know, you want to attend all these different sessions and not enough time to attend all these sessions. So, it's kind of be nice if that's online. And I think they do put some of it online so that you can go back to it later. Because there's so many interesting sessions that I'm like, oh, I'd like to go to that one, but I'm already in this one. Right, so. Another happy ServiceNow customer, you know. Although the HR story is new, but the happy customer thing is, it never gets old, but thank you guys for coming on theCUBE. Thank you. It's great to meet you. All right, keep right there, we'll be back with our next guest. This is theCUBE, we're live from the Mandalay Bay Hotel in Las Vegas. Right back. It's always fun to come back.