Item: SilkRoad Onboarding (RedCarpet)
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We use RedCarpet internally to onboard our new internal employees. So administratively, it is only used by our corporate HR staff, not company wide. The system sends out a welcome email and is a great introduction for our new employees to the company. The portal has options for them to view their orientation schedule, benefit information, and other company info. It also allows them to get a head-start on their paperwork they need to complete so they don't have to spend too much of their first day of orientation completing it. RedCarpet is a great reminder system for our new employees so they make sure they bring everything they need to on their first day as well.

Pros and Cons

RedCarpet is a great system for notifications. It will let you and the employee know if there are items that still need to be completed.
RedCarpet is very handy for getting a headstart on paperwork that needs to be completed and stores it all in one place. It's very easy to access completed paperwork and print it out if necessary.
RedCarpet is user friendly from the employee side. It's easy to use and navigate through the tabs and task lists.

Tech support is one major issue. We have problems with single sign on and silkroad is not very good with response time or keeping us posted on if they are working on our issue.
RedCarpet won't let us set up the talent portal at a later time. This causes some issues and confuses our new employees on how to access the onboarding portal.
Once we switch an employee over to single sign on, they are no longer able to access or complete any tasks.
We have to send out lists of compatible browsers with our welcome emails as not all people have chrome and will have to download it in order to even login and use RedCarpet.

Return on Investment

Faster, smoother onboarding process since you can set due dates for when paperwork and tasks need to be completed.
Has decreased employee efficiency with all the problems we've had rolling out the program (technical wise)

Likelihood to Recommend

I like the idea of RedCarpet. If it was fully functional for us, I really think it would be a great tool to use. However, the lack of response and the response time itself in tech support is definitely a downfall for our company.

Support Rating

The individual contact people are alot more helpful than support@silkroad.com. However, once you're live, you're not supposed to use those contact people anymore, and it takes a couple days to even get an initial response from support.

SilkRoad Onboarding Customer Support Pros and Cons

Pros	Cons
None	Slow Resolution Poor followup Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response

Bug Resolution

Yes - No, it's still ongoing and we have not received a resolution to our issue with single sign on.

Exceptional Examples of SilkRoad Onboarding Support

Our specific conctact people are quick to respond and will help escalate an issue if need be.

Usability

It takes a lot of training and reading up on the processes in order to use it, but once you've had a lot of trial and error, you figure out the system quickly. Once you put together a user guide specific for your company's use of the product, it's easier for new employees to use RedCarpet and understand the different functions within it.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient	Requires technical support Lots to learn

Easy Tasks

Adding new employees to events is easy.
Accessing completed forms or searching for employees is easy.
Creating events and tasts is easy.

Difficult Tasks

Adding forms to tasks
Figuring out the correct notifications. You either get a million notification, or too few.

Can see the potential, if was fully functional.

Modules Used

Overall Satisfaction with RedCarpet