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ServiceNow Empowers Top Companies to Drive Digital Transformation and Customer Satisfaction

April 17, 2024

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ServiceNow Empowers Top Companies to Drive Digital Transformation and Customer Satisfaction

Running a business of any size comes with its share of challenges. From scaling up and boosting productivity to trimming down costs, not to mention organizing technological operations—it can be overwhelming. This requires a cloud-based platform engineered to streamline business operations by cutting down on data overload, automating routine tasks, and freeing up more time for you to focus on core business operations. Luckily for us, this is exactly what ServiceNow aims to provide. 

ServiceNow: A Brief History 

ServiceNow is a cloud-computing platform founded in 2004 by Fred Luddy, former Chief Technology Officer for Peregrine Systems. Luddy began ServiceNow with a vision to revolutionize the field of IT management and IT support by building a product that automates and simplifies common IT help desk tasks like recovering lost passwords, generating tickets, and setting up new user accounts. 

ServiceNow is now used by an impressive 800 out of the 2000 biggest companies in the world and boasts a 98 percent service renewal rate.¹ The platform has since evolved from offering IT support management to offering solutions in various fields, including customer service management, human resource management, strategic portfolio management, field service delivery, and many more. 

Related: ServiceNow and On-Demand Staffing’s Impact on Employee Experience 

ServiceNow Product Offerings 

ServiceNow offers a wide range of products and solutions designed to cater to various aspects of enterprise operations. Here’s an overview of some of these product offerings: 

IT Service Management 

IT service management refers to a broad range of services, policies, and activities aimed specifically at improving IT services provided to customers. ServiceNow helps organizations optimize their IT service management by providing a system to log incidents, enter records, and create and resolve tickets, all on one single platform. It also provides a system for optimizing workflows, which helps reduce disruptions, monitors and seamlessly integrates possible changes to the IT system life cycle, and can even run analytics on your IT service management processes. 

Customer Service Management 

ServiceNow is changing the face of customer service management with its groundbreaking customer service technology. Using an omni-channel system, ServiceNow integrates interactions across chat, phone, email, and social media, ensuring all customer inquiries, complaints, and questions are centralized in one system instead of separate channels. This makes it significantly easier for customer service representatives to track. 

ServiceNow’s Customer Service Management technology also allows representatives to track customer cases from initial inquiry to final resolution, preventing any oversight. It even offers a self-service portal where customers can access help for more minor issues, saving valuable time for both customers and customer representatives. 

Security Operations 

ServiceNow offers security operations (SecOps) which help identify and manage potential data security risks before they become seriously dangerous. The system helps to automate repetitive security tasks, saving employees time, reducing stress, and protecting your business from potential cyber-attacks. 

Finance and Supply Chain 

ServiceNow offers a solution that helps streamline processes where your finance and supply chain are considered. From providing you with procurement tools to effectively manage your procurement process to helping you create and manage your budgets to automating the financial closing process, ServiceNow is a one-stop shop for all your finance and supply chain needs. 

ServiceNow offers more products, including field service management, strategic portfolio management, HR Service delivery, workplace service delivery, automation engine, and many more. 

Who Uses ServiceNow? 

ServiceNow’s extensive offering caters to basically any professional in any industry. Schools and universities can use ServiceNow’s hyper-efficient technology to automate tasks like course registration and student admission. Hospitals may very well use ServiceNow for a similar purpose, as it can be useful in automating patient admission, taking stock of the drug inventory, and equipment maintenance. Governments at all levels can use ServiceNow to improve the efficiency of their systems. ServiceNow’s versatility and efficacy ensure its relevance to any business, no matter what field or industry you play in. 

The adaptability and effectiveness of ServiceNow even extends to workforce management. ServiceNow’s Workforce Optimization (WFO) application is designed to help organizations manage and optimize their workforce, including on-demand staffing. This innovative application allows organizations to adjust their staffing levels to meet project demands or seasonal peaks, ensuring the right skills are available when needed. WFO also provides near real-time visibility into work items, enables managers to monitor and mentor their agents, and helps predict and recommend skills for agents based on their performance. 

A Glimpse at the Success Stories: What Companies Use ServiceNow? 

Below is the ServiceNow users list, including the tremendous results they’ve experienced: 

The École Polytechnique Fédérale de Lausanne (EPFL) 

The École Polytechnique Fédérale de Lausanne (EPFL) stands out as a leading global institution in science and technology, renowned for its commitment to innovation and technological advancement. At EPFL, where time is a precious resource, there’s a continuous effort to optimize systems and processes for the benefit of its staff, students, and associates. Recognizing the need for a quick, efficient, and reliable IT help desk system, EPFL turned to ServiceNow. 

The implementation of ServiceNow has significantly enhanced EPFL’s operations, enabling the digitization of thousands of supplier invoices, streamlining IT lifecycle and infrastructure management, and bolstering cybersecurity measures, among other advancements.² 

The State of South Dakota 

The American state of South Dakota, with a population exceeding 800,000 and home to notable attractions like Mount Rushmore, embarked on a mission to make its systems as impressive as its landmarks. The South Dakotan government introduced SD.gov, a citizen self-service portal enabling residents to perform a wide range of activities independently, from applying for a new driver’s license to bidding on government projects. Initially, however, the portal could only serve its citizens to a limited extent. With over 9,000 daily visits and call centers operating only during work hours, promptly addressing every request, inquiry, or complaint was challenging. 

With the Governor’s office’s endorsement, the South Dakotan government collaborated with ServiceNow and Servos to revamp their website.³ ServiceNow transformed its service operations by providing integrated IT infrastructure management and customer service systems on a single platform. This overhaul enhanced SD.gov’s security, introducing measures like multifactor authentication and identity fraud protection to safeguard South Dakotan citizens. 

Furthermore, the revamped SD.gov now features an interactive AI chatbot named Phez, enhancing response times and streamlining service delivery. This partnership with ServiceNow has significantly improved the living and working conditions for hundreds of thousands of South Dakotans, setting a new standard for technological innovation and people-centric leadership in state governance. 

NASCAR 

The National Association for Stock Car Auto Racing (NASCAR) has joined the ranks of esteemed brands leveraging ServiceNow to enhance their offerings.⁴ As one of the world’s leading motorsport organizations, NASCAR boasts not only a vast fan base but also a large workforce and extensive operations. In a move to streamline their business operations, NASCAR entrusted its IT management to ServiceNow. 

Thanks to ServiceNow’s low-code technology, NASCAR has significantly improved the speed, ease, practicality, and efficiency with which their employees can deploy and utilize IT infrastructure, sidestepping the complexities usually involved. 

ServiceNow’s innovative technology has also provided substantial benefits to other renowned brands and businesses, including Radius Telecoms, Crown Castle, BT, and Lloyd’s Banking Group 

Related: How Implementing ServiceNow Encourages Diversity 

NEED ASSISTANCE WITH IMPLEMENTING SERVICENOW? RASO360 IS HERE TO HELP! 

At Raso360, we specialize in integrating ServiceNow, alongside other leading technologies such as Salesforce, SAP, and Microsoft Dynamics to meet your specific needs. Just like NASCAR, EPFL, and the State of South Dakota, you can benefit from ServiceNow by leveraging our expertise to transform your organization’s digital landscape, enhance operational efficiency, and overcome complex project challenges. 

Feel free to contact us today and learn how we can tailor ServiceNow solutions to suit your unique needs. 

References 

1 Kathleen Chaykowski and Mark Coatney, “From Broke To Billionaire: How Fred Luddy Built The World’s Most Innovative Company.” Forbes, 29 May, 2018, www.forbes.com/feature/innovative-companies-service-now/#5350831ec603

2 “EPFL partners with ServiceNow to transform its service desk” Servicenow, Accessed 28 Feb. 2024, www.servicenow.com/customers/epfl.html

3 “South Dakota Modernizes Citizen Services.” ServiceNow, Accessed 28 Feb. 2024, www.servicenow.com/customers/south-dakota.html

4 “NASCAR drives digital acceleration with ServiceNow” Servicenow, Accessed 28 Feb. 2024, www.servicenow.com/customers/nascar.html

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