EXL Service is an American multinational professional services company mainly involved in operations management and analytics using artificial intelligence, robotics and machine learning. EXL offers its services to insurance, banking, financial services, utilities, healthcare, travel, transportation and logistics verticals.
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EXL’s onboarding and orientation process was completely manual and time consuming. Candidates had to physically bring originals and photocopies of their documents to the office, and then sign and submit all mandatory forms. Once these were validated by HR and all compliance related paperwork was completed, their induction process would begin - again manually.
There were multiple people involved in planning and executing a new hire’s entry into EXL. One of the biggest challenges was figuring out how they could digitize the entire onboarding process and bring different departments and stakeholders onto one page. This included recruiters, HR, Business Partners and Admin, in addition to those who handled induction, asset allocation, training, etc.
Over a period of one year, EXL typically hires 8000-9,000 employees. The space in which EXL operates has traditionally experienced high employee turnover rates. Every year, new faces would make up almost 25% of the organization’s total workforce. A seamless, standardized and personalized onboarding experience was required in order to ensure a strong company culture.
Change management, especially for large organizations like EXL, is always tough. For instance, it would require a cultural and mindset change for supervisors to connect with every new employee during virtual meetings. Another instance was that of recruiters who had to transition from handling physical documents to a completely digital system.
EXL’s Discovery Process with Tydy included imagining the onboarding journey of a fictitious new recruit called Stephanie. The HR team began by charting her path from offer acceptance onwards, marking each and every milestone, question and hurdle she could encounter for upto 90 days post Day 1. Touchpoints and important ‘moments’ were identified that could be enhanced and personalized.
The objective was for the Employee Experience to be as smooth and painless as possible for the new hire while creating a positive and unforgettable first impression.
One of the primary reasons behind EXL choosing Tydy was the flexibility of the solution. The platform could be customized and configured to their specific requirements. The second factor was ease of navigation and that it was accessible from any device.
EXL now uses Tydy to send out customized communications campaigns to all new hires at regular intervals, starting from offer acceptance onwards. Employees know all about the organization, its leaders and culture before they join. Ever since Tydy was deployed, their new hire engagement levels have gone up by 80%.
With Tydy, EXL creates and runs multiple surveys during the setting stage. This helps them keep track of each individual journey at the company, while ensuring engagement levels remain high. This has proven especially useful during periods of change, for e.g. the COVID-19 Pandemic.
EXL’s Digital Transformation agenda was meant to enhance the new hire experience and increase employee engagement. The global Covid-19 pandemic has affected HR operations and practices all over the world. EXL’s vision for a fully digital HR system and their farsightedness in ensuring that their systems were upgraded helped them weather the worst of the pandemic as they continue to hire and onboard their employees successfully using Tydy.
“While Tydy provides a significant enhancement to employee experience, it also transforms the overall organizational culture, by accentuating focus on collaboration, inclusion, knowledge sharing and employee engagement - all important pillars of an organization’s culture. The company, values, systems, people, leadership; in short, everything an employee needs, gets manifested and embedded, at the click of a button, even while being at home.”
Sanjay Dutt
Senior VP & Global Head of Capability Development, Digital HR Operations, EXL Service
“We are getting great results for the investment we made into Tydy. Specifically during the pandemic, the entire onboarding process was being managed digitally and didn't come to a standstill. Onboarding with Tydy is one of the best digital processes at EXL. It has smoothened the entire recruitment process as well.”
Rakesh Sharma
Vice President – Digital HR Transformation, EXL Service