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It’s not just ServiceNow implementation – It’s a business transformation


Mitesh Bohra

August 25, 2017

The growth of easily accessible technology has pushed companies to fundamentally change the way they interact with internal and external customers. Modern companies are embracing emerging technologies and methodologies to streamline business operations, enhancing employee experience, re-defining logical workflows for seamless communication among employees, partners, and customers.

How Companies Are Realizing Business Transformation

Is business transformation just a buzzword? Not really. Enterprises across all industry verticals have already embraced it. For example: After realizing that 80% of the physicians leverage the internet for research or consultation about disease states, Pfizer, a well-known biopharmaceutical company, decided to undergo a significant transformation to establish a two-business communication with its customers. It developed digital hub to host content and communication channels – this helped Pfizer in better communication with customers, leading to innovation and development of better products and services for patients and physicians. That’s business transformation!

Let’s take a look at some of the ways in which companies all over the world are transforming their businesses.

Workplace automation: A large number of organizations are implementing advanced workplace automation to streamline decisionmaking, increase the speed of delivery, enhance the accuracy of business operations, and improve overall employee satisfaction.

The changing role of a CIO: With evolving IT strategies, traditional technology management is going through a massive change. This is leading to change in the roles and responsibilities of the CIO. Today, CIOs are more consumer-oriented and they have a 360-degree view of customers, as well as capable of bringing in meaningful transformation. In today’s industry, they suggest the latest technologies to support the organization’s digital transformations. They are helping in elevating IT from just help desk to an equal business partner while moving from a cost-center to a value center. Beyond traditional CRM: Today’s customers are smart, highly connected, sophisticated, well-informed and demanding for a certain level of personalized service. These demands cannot be fulfilled by traditional CRM systems, which are run as IT initiatives. Alternatively, companies have started implementing customer service systems which offer real-time, individualized, and omnichannel interactions to the customers.

Knowledge Management: Considering the rate at which information is being created today, companies have started focusing on knowledge management strategies to help them be operationally more efficient and effective, enhance customer service, reduce the risk of knowledge loss, innovate at a higher quality, and grow at a rapid pace. Implementing self-service portals is helping them in improving their workforce effectiveness

ServiceNow Capability:

Many of the world’s leading companies are implementing ServiceNow to streamline their processes and achieve true business transformation. As a ServiceNow technology partner, we help our customers improve service delivery and maximize efficiency through rapid implementation, an agile adaptation of user stories, customization and Apps.

The key benefits of ServiceNow include –

Agility: ServiceNow allows IT teams move from legacy tools to an easy-to-use service management solution in the cloud and helps them increase their agility and decrease costs.

Enhanced Customer Service: With real-time access to customer history and easier collaboration across departments, ServiceNow allows customer service teams to reduce the case volume and increase customer loyalty by quickly resolving service issues.

HR Process Optimization: With ServiceNow, HR teams can offer a personalized service experience to the employees and gain valuable insights through their interactions—which will help in improving service delivery.

Security Operations: As a consolidated system, ServiceNow allows security teams to effectively collaborate with IT teams and understand and resolve threats which can have a high service impact.

Asset Management: ServiceNow simplifies the software management process. With simple tools, it helps companies reduce costs, improve efficiency, and handle audits effortlessly.

Business Apps: Using ServiceNow apps, companies can effortlessly automate processes and reuse components. The customizations can be contained in the apps, reducing the need to fiddle with the ServiceNow core, which otherwise could result in painful and costly upgrades of the platform editions.

To remain competitive in today’s digital age, organizations of all types have no option but to transform into technology businesses. The transformation needs to be implemented at all stages, such as – business leaders becoming digital leaders, digitization of every dimension of business, and availability of data-driven analytics.

We do observe that the ServiceNow platform is truly set to transform enterprise service management as it connects with various software assets and links every aspect together, unifying an enterprise.

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