ServiceNow, a SaaS (Software as a Service) platform, helps organizations transform and effectively manage their businesses by automating their processes and workflows, resulting in increased productivity, reduced costs, and better risk resiliency. They provide solutions across domains such as customer experience, employee experience, technical excellence, and operational excellence and across a plethora of industries such as Education, Energy, Financial Services, Healthcare, Logistics, Manufacturing, Retail, Telecommunications/Media, etc.
With the help of a single unified cloud platform, ServiceNow’s Now Platform has transformed the digital ecosystem of enterprises and helped them boost their efficiency, deliver value, and connect people and systems. Moreover, ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2021. Detailed below are the various digital transformation solutions that they offer.
ServiceNow provides a unified platform to handle Information technology (IT) operations, risk management, and security administration. It enables optimization of IT services and provides a modern, credible experience in alignment with the customer priorities. Below are some products that power the IT Workflows:
IT Service Management:
In the world of IT service management (ITSM), ServiceNow has been a pretty dominant force with its powerful features in incident management, change management, and problems management, and knowledge management, along with many others. It has a powerful ITIL package (Information Technology Infrastructure Library) built inside, along with a helpful scripting engine to do customizations. Using the ServiceNow Platform, the University of Maryland was able to achieve an impressive reduction of 75% in incident resolution times.
IT Operations Management:
These workflows enable predicting issues and auto-resolving them using the power of AI, thereby significantly minimizing user impact. Finastra, a financial services provider based in London, was able to save $350K annually using this platform.
Strategic Portfolio Management:
This platform enables organizations to develop strategies, create plans, set targets, make decisions, and track the progress until the desired outcome is reached. Using this platform, the Western & Southern Financial Group was able to align IT investments with their business targets successfully.
In this era of cut-throat competition, providing the best service to customers is the number one priority for any organization. But it is easier said than done. With so many channels of communication in use, such as phone, email, chat, social networks, etc., it has become a challenge to maintain consistency and ensure service quality. With limited staffing and continuous incoming calls, it becomes even more difficult to give timely responses, that too within the stipulated SLAs. Fortunately, ServiceNow provides some excellent solutions to handle this.
Customer Service Management:
This platform strives to provide a hassle-free experience to both customers and agents. By connecting teams and systems and also enabling self-service, customer needs are addressed quickly. Tennessee DHS saw a 70% reduction in inquiry resolution times and a 99% reduction in inquiry assignment times using ServiceNow.
Field Service Management:
This service enables connecting the field service team with other teams and tools to improve operational efficiency and enhance customer experience. Scheidt & Bachmann, based out of Germany, reported 97% customer satisfaction after implementing ServiceNow’s solutions.
Financial Service Operations:
These solutions deliver modern capabilities in the areas of banking, insurance, and wealth management that result in accelerated performance and easy experiences.
Employee workflow solutions allow employees to work productively and collaborate effectively by providing them with the right set of tools and training. These workflows help improve agility, boost productivity, and raise employee morale. As per a recent IDC report, agile organizations retain employees at a 34% higher rate. Using this platform, employees are equipped to traverse through complex processes with ease and are also able to retrieve information through their preferred channels.
HR Service Delivery:
These solutions aspire to improve employee productivity by providing them with unified work experiences along with enterprise-wide workflows that can be accessed through any digital channel. Distell, a global alcoholic drinks manufacturer and distributor based in South Africa, was able to automate 57 processes and close to 100 sub-processes using ServiceNow’s solution.
Workspace Service Delivery:
Through modern digital services, this solution enables support for a hybrid workforce from any device and any location.
Here’s how we helped a business create a unified service portal using ServiceNow’s Employee Centre Pro module for an enhanced employee experience.
Creator Workflows enable developers to develop low-code apps and transform legacy business processes into modern, digital workflows. These apps are designed to be cross-enterprise, scalable, and deliver a top-notch user experience. This suite comes with the below offerings:
App Engine facilitates developers to build low-code apps with very less complexity rapidly. These apps can automate critical business processes and be built targeting specific business needs, thereby fuelling growth and revenue. Intercontinental Exchange, a financial services provider based in Atlanta, developed more than 20 custom apps using ServiceNow, with a 50% reduction in the development effort.
Integration Hub enables easy and quick integration of ServiceNow with critical business systems, along with minimized cost, complexity, and risk. American University was able to leverage the ServiceNow platform during the COVID-19 pandemic to keep the classes running for over 13,000 students remotely.
Manufacturing Connected Workforce:
This solution aims to unlock worker productivity by digitizing SOPs and also by providing them with digital tools to perform at their best, collaborate with others, and share knowledge across the enterprise.
To know more about how we can help you enhance your business outcomes with the help of the ServiceNow platform, reach out to our experts at firstname.lastname@example.org.