How Oracle transformed its employee experience—and cut support requests by 70%—with Oracle Guided Learning

July 6, 2021 | 3 minute read
Damien Carey
Senior Vice President, Oracle University
Andrew Bowen
Senior Director, Talent Management Center of Expertise
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There are more than 130,000 Oracle employees worldwide. With that broad reach comes an ongoing responsibility to innovate: continually providing our employees with new experiences that make work easier, better, and more enjoyable.

With the rapid deployment of new Oracle Cloud HCM features, we saw a clear need to help employees quickly learn new processes and get the information they needed to complete key tasks: from setting goals, to completing performance check-ins, to updating their talent profiles.

As we considered this initiative and how to approach it, we kept a guiding insight in mind: that the backgrounds, tenures, and roles of our employees vary widely. We weren’t designing for a static user or persona. Some Oracle employees were “power users” with a proficient understanding of our talent management system and processes. Meanwhile, others were occasional users or new employees with limited experience with these flows here at Oracle.  

To help employees be successful, we knew we needed to be able to speak fluently and efficiently to these very different audiences, based on their individual roles and experiences.

 

Empowering employees through a modernized experience: The Oracle Guided Learning (OGL) story

Our recent implementation of Oracle Guided Learning (OGL) for Oracle HCM Talent Management Cloud has allowed us to personalize these employee experiences—and achieve tremendous time and cost savings along the way.

OGL has revolutionized the delivery of system updates, enhancements, and a variety of time-sensitive changes that affect our employees across the globe. Contextual messages, presentations, training videos, and other knowledge and communications can now be delivered and presented directly into the user’s flow of work, in one locale, when and where they need it.

These new tools and features are empowering Oracle’s people and modernizing how they operate in three key areas:

  • Process and policy adoption: When employees know what to do and how to do it, they don’t have to leave the application to search for help or other resources. This in turn garners higher completion rates and adoption overall.
  • Enhanced user experience: This centralized content experience, with the added benefit of contextual guidance in the flow of work, come together to form a revolutionized user experience.
  • Time and dollars saved: OGL is saving time and driving efficiency for our internal team as well: enabling them to quickly auto-generate content for the experience, particularly non-audio instructional videos (once a time- and resource-intensive process).

 

 

The results are already compelling. Oracle’s Talent Management Center of Expertise has seen Slack channel service requests, queries, and other support requests decrease by an estimated 70%. 

Additionally, time spent on creating content (i.e., video production and associated review cycles) has dropped by 50%. This capability has saved the team, on average, 20 hours of labor per video created, allowing them to focus their time on other mission critical initiatives, like continuing to implement new initiatives to support career development and employee success—helping drive the modernized employee experience forward even more.

 

Want to hear the full story?

Join us for a webinar on Wednesday, July 14 at 3:00 PM ET. We’ll share some deeper details on the benefits we’ve realized with Oracle Guided Learning at Oracle—and will be happy to answer questions during a live Q&A session.

Damien Carey

Senior Vice President, Oracle University

Damien Carey is Senior Vice President of Oracle University.  Oracle University is one of the world’s largest IT training businesses, delivering modern learning solutions to the Oracle customer and partner ecosystem globally. Damien has transformed Oracle University into a customer focused and technologically innovative organization. Through this innovation, Oracle University is delivering modern, digital, just in time training with tangible business outcomes. His focus is on helping customers adopt Oracle Cloud services, enabling their organizations quickly and easily.

 

Damien began his career at Oracle in 1995 and has held a variety of leadership roles in Finance, Consulting and Education. Prior to joining Oracle, he spent 2 years with Qantas Airways, partnering with The Boston Consulting Group on the Australian Airlines post- merger activities and preparing Qantas Airways for IPO. Prior to that, Damien spent 3 years with The Shell Company working in all facets of the downstream oil industry, from refinery, terminal operations and transportation management to retail and distributor development.

Damien was a member of the Australian Army NORFORCE unit whilst completing his Bachelor of Business in Economics and Finance at Charles Darwin University.

Andrew Bowen

Senior Director, Talent Management Center of Expertise

Andrew Bowen joined Oracle 2015 and is senior director for the Talent Management Center. Much of Andrew’s work is supporting the configuration, implementation and use of HCM talent applications for Oracle including Talent Review, Goals, Performance, Career Development, Skills and Qualifications, and Succession Plans. The team is currently focused on moving these to the mobile-responsive UI and implementing the upgrade of HCM Profiles and increasing adoption across the organization.


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