Is anyone experiencing issues with Welcome Email going to GMail / iCloud email addresses?

[CarrieMason]

Hi

We are seeing a high number of new employees with either Gmail / iCloud email addresses requesting the welcome email be resent. We have done all we can with the allow lists within our Network, but still the requests are high each day.

Is anyone else experiencing this?

We have no way of seeing what has been sent or undelivered, so we can only guess the emails have been sent but are being spooled, but this doesn't explain how the resent email is being received.

I have raised this with SAP but it seems very similar to an issue we had with recruiting (which we no longer have in place).

We'd like to understand if this is affecting anyone else, and if they have a resolution to the issue.

Thanks

[nlgro023]

I think we may look at different timeframes. With New joiner we define those that start with the company as per their first day with the company. With SSO, the only thing you should need is a URL (as if set-up properly you don't need anything else as an employee), hence that reduces the complications immensely. If it's before day 1, that's a different story as SSO won't work yet and dependent on the modules you have, there are different ways of sending out reminders etc (those can at least sort of be tracked, which could help with identifying complications).

We make sure they get an alert from SuccessFactors on their first day in their work email, so that they can at least get that link and that they know that their new email is also their login name. Additionally on sharepoint there's always a button that goes straight to the system. Thereby we try to create as much of a 'closed loop' in terms of communication to ensure the employee always has a way to the system without any real difficulties. If the welcome mail is an issue, you can always setup alerts (and dependent on the modules you have also reminders) to ensure the employee gets sufficient info.

[nlgro023]

I have not, because I rarely use the welcome email (most of my customers use SSO, hence don't need welcome emails). If your system does not have SSO, it's definitely worth it exploring that as that reduces login issues significantly.

Sending stuff to external emails is always a difficult thing, because you never know how someone's mailbox responds. The downside is that you cannot run a report on it either and only with a lot of effort via ticket, you may get some (difficult to read) list that shows whether something was sent or not. When you get a lot of issues on this, it's best to target specific new hires and really look with them in person what was received / what happened in the system (and where) to get to the bottom of it. It could for instance be that the email that your system uses is one that is often rejected and sent to a spam box, but it could also be (and this happens to be the most common case) that people just don't look thoroughly.

[CarrieMason]

Thanks Jasper.

We are implementing IAS into our system in the coming months, but the business team are concerned about the current issue as it's giving our new starters a bad first experience with Greggs

As you use SSO, can I ask, how your employees receive their initial SSO login details? When we are looking at IAS, we are looking at SSO but need the SSO details to be in the welcome email to new starters.

Thanks