Overview

pBroadcom Inc. is a global technology leader that designs, develops and supplies a broad range of semiconductor and infrastructure software solutions. Broadcom’s category-leading product portfolio serves critical markets including data center, networking, software, broadband, wireless, storage and industrial./p

Supernova Award Category

Future of Work: Employee Experience

The Problem

pBroadcom was expanding its employee workforce by the thousands through mergers and acquisitions. To ensure new employees felt welcomed and empowered, they needed to quickly provide them with the right technology so they could engage in their work. However, their current system—which tracked the new employees and their credentials with a spreadsheet, and then used a bulk mail-merge service to deliver their login information—couldn’t meet this goal efficiently and without a lot of manual effort./p

The Solution

pNeeraj Malhotra, Senior Manager of Enterprise End User Services, knew they needed a scalable solution to effectively manage high employee growth. So they turned to Workato, an Enterprise Automation tool, to automate their onboarding process and provide new employees with a seamless first day. Using Workato, they’ve built workflow automations that create an effective IT helpdesk (ie. seamless hardware provisioning, VPN provisioning, email and collaboration service provisioning) and auto-provision “entitled” applications in Okta along with customized credential emails./p

The results

pBefore, hardware might arrive and sit at desks too early, or the credentials email arrives in the new employee’s inbox at midnight instead of promptly in the morning. These automations ensure that every new employee starts their day with everything they need, which translates to a great employee experience. For IT, these automations allow Broadcom to provide this experience at scale and minimize manual work./p p “From an IT perspective, with mergers and acquisitions, we need to find a simple and efficient way to onboard these employees so that they can be productive starting on day one,” said Neeraj Malhotra, Senior Manager, Enterprise End User Services at Broadcom./p

Metrics

pBroadcom is growing at an unprecedented rate, which is reflected both in their headcount and in the number of applications they’ve adopted. From 2012 through the end of 2020, they’ll have increased their team roughly eight fold (4.5k to 36k employees), while their application portfolio will have jumped from 4 to hundreds of applications! Broadcom has been able to accommodate this growth seamlessly, in part by automating the onboarding process. /p pTo further streamline onboarding, Broadcom also automates the process of providing VPN and email access and can now perform both in mere seconds. Before Workato, it typically took their helpdesk up to 2 full days to provide a new hire with an email account. Now, using a Workato recipe, the process only takes them 10 seconds. For VPN provisioning, their automation reduces the process from 2 hours to only 9 seconds. /p pBoth automations not only benefit new employees and their teams, but they’ve also decreased the volume of tickets the help desk receives, allowing the help desk to focus more on high-priority issues./p

The Technology

pWorkato, Workday, Okta, Active Directory, ServiceNow and collaboration services (GSuite, WebEx, etc.)/p

Disruptive Factor

pBefore Workato, the idea of executing onboarding at scale seemed challenging, if not impossible. The provisioning process was largely manual, time intensive, and left their team vulnerable to making errors. Now, Broadcom can automatically provide new employees with the tools they need from the start with almost no manual work on IT’s end./p pOne challenge Malhotra faced was convincing the team that it didn’t make sense to custom code. One of his new team members saw custom code as the clear path forward as it did not require learning a new tool/environment. Malhotra, however, pointed out that if the person who codes it leaves, then he has to waste precious time looking for a specialist to decipher and maintain that previous code. It may seem easier on the front end, but in actuality, it would be prohibitive to scaling. Since Workato does not require code or maintenance it allows these processes to shift and evolve without creating a difficult integration project. This is a game-changer for the team, as it lets them stay agile and removes “stickiness” to a specific code process. /p

Shining Moment

pAfter seeing Workato automate employee onboarding, Andy Nallapan, CIO of Broadcom, praised the Enterprise Automation platform’s all-around value: “Workato is fast, cost effective, usable by the whole team, and scales seamlessly.”/p