Conquer 3 key business challenges with ServiceNow

With change happening at an unprecedented pace, agile and flexible strategies are essential. Organizations must embrace emerging technologies, foster a culture of innovation, and prioritize enhancing the experiences of both their customers and employees.

ServiceNow has been instrumental in helping numerous industry leaders, including The Coca-Cola Company, Grupo Bimbo, 7-Eleven, and Zoom Video Communications, and many more. By streamlining and optimizing workflows, the ServiceNow platform has enabled these companies to optimize workflow and maintain their competitive edge.

Let's explore the three business challenges that ServiceNow effectively addresses:

1- Delivering an exceptional customer experience

Poor communication and collaboration between departments within a company can negatively impact the customer experience, leading to fragmented and often unsatisfactory interactions. It is crucial for departments and teams to operate in harmony, collaborating seamlessly to ensure smooth and satisfying experiences for customers.

ServiceNow addresses this business problem by connecting the entire organization through its platform, enhancing the customer experience. For instance, in a financial institution, ServiceNow helps streamline and automate the workflow and communication between customer-facing offices and their supporting teams. This means linking front-office departments, such as sales or customer service, with middle-office functions like IT or risk management, and further connecting them with back-office departments, such as accounting or compliance.

ServiceNow unifies your entire organization

Why do I need to address this business challenge?

We understand that many customer issues cannot be resolved within the support centre alone and often require collaboration across various departments. However, managing these situations becomes unsustainable without the right tools. Agents shouldn't have to call or contact other employees to obtain information or access, as this inefficiency leads to frustration for both customers and employees.

Fortunately, companies can leverage ServiceNow to address these challenges. ServiceNow platform serves as a single actionable system, providing real-time visibility into unified customer data. It also enables automation and coordination of operations, leading to improved customer service.

2- Keeping employees motivated and productive

Employee engagement faces challenges from various factors, including online life, social and demographic shifts, and even economic changes that affect companies. The work experience and environment employees encounter are often more important than a high salary. Few professionals are willing to stay in uninspiring jobs, making talent retention a significant challenge for Human Resources departments.

How can ServiceNow help you with this business challenge?

Effective use of technology can significantly enhance the employee experience by streamlining processes, boosting efficiency, improving communication, automating routine tasks, and providing better access to information. These benefits reduce workload and increase productivity, leading to better experiences for employees. Implementing ServiceNow further amplifies these advantages, resulting in increased retention and improved performance.

ServiceNow distinguishes itself with a range of functionalities that offer your employees benefits such as:

· Personalized communications, services, and support accessible from anywhere to maximize productivity.

· Remote work capabilities without compromising convenience.

· Streamlined tasks and job responsibilities through automation and more efficient workflows.

· Enhanced collaboration across departments.

With ServiceNow, there's no friction or frustration—just the tools and services your employees need to complete their tasks more efficiently and with higher quality.

3- Align IT service management with business goals

Technology is vital for addressing today’s business challenges and staying ahead of the competition. However, investing in technology is ineffective without aligning IT strategies with business goals.

What does it mean to align IT strategies with business goals? Here are some fundamental concepts:

Ultimately, it's crucial for the IT department to manage its resources and services effectively to support business objectives, as this alignment is a key challenge for many CEOs and CIOs. A disconnect between IT and business often leads to discretionary spending without clear benefits.

And how does ServiceNow help to close this gap?

Adopting a tool alone is not a cure-all for business problems. Companies must first evaluate their culture and current practices. Clear objectives for IT must be set, rather than allowing it to operate as a separate cost or service centre.

Improving communication between IT and other departments is essential. Fostering a real commitment between managers and employees is also necessary. To enhance communication and advance IT

alignment with business goals, ServiceNow integrates all areas of the company, improving visibility, information flow, and knowledge transfer.

Its focus on optimizing ITSM enables businesses to:

· Deliver seamless support to boost productivity and enhance the employee experience.

· Utilize automation and data to predict issues, prevent service disruptions, and streamline resolutions.

· Facilitate efficient teamwork, whether agile, traditional, or a hybrid approach.

· Maintain focus on objectives with a platform that provides visibility into every strategy and goal.

· Automate the entire lifecycle of software, hardware, and cloud assets to maximize profitability and minimize risk.

· Manage disruptions with a unified platform for continuity, recovery, and risk management.

These are just a few business challenges that ServiceNow can address. As the platform is designed for managing medium and large enterprises, ServiceNow focuses on driving large-scale change across the organization.

Systems APAC's expertise for transformational success

These are just a few of the business challenges that ServiceNow can effectively address. Designed for managing medium and large enterprises, ServiceNow focuses on driving large-scale change across the organization.

At Systems APAC, we have the expertise to help you leverage the full potential of ServiceNow, ensuring that your business not only overcomes these challenges but thrives in an ever-changing market. Get in touch today.