Many well-known global firms have already introduced “ServiceNow”.
The SaaS type cloud service, with its complement of various modules equipped with functions necessary for service management, is being used by companies in various industries – such as finances, manufacturing, logistics, information/communications – even in Japan.
Why is it attracting attention now? What can it achieve? From the development staff at Rococo, which has supported many companies at startup, comes a presentation into what can be achieved by introducing “ServiceNow” into your company.
First, let’s sort out the features and strengths of “ServiceNow”.
The biggest feature of “ServiceNow” is that it is loaded with all the functions necessary for standardization of workflows in service operations – such as incident management, issues management, knowledge management, asset/cost management – and PDCA cycles.
It is possible to substantially reduce operational costs in large companies by unifying tools – that tend to become optimized/personalized at the organizational level – or workflows.
As it is a cloud service, one of its attractions is that system development during introduction can be limited to customization.
It is possible to start trial introductions within a matter of days, while even including development accommodating for company-specific workflows can start at the earliest at one to three months.
It can be said that the effects that most companies that have introduced “ServiceNow” feel are that: “it is possible to simplify complicated service flows using a unifying tool”;
“it is possible to visualize the entirety”; and “automate operations”. By extracting information from the dashboard and using the analysis function, it is possible to be aware of your company’s service statuses in real time, substantially increasing the accuracy of reporting for improvement.
By automating operations – such as assignment of work when contacted by clients or escalation to authorizer – that conventionally have been conducted by staff, enables enrichment of product line-ups as well as inhibit the inflation of costs associated with client correspondence.
Written this way, it may seem as though “ServiceNow” is a tool to eliminate operational man-hours.
However, slimming down on the number of respondents owing to the improvement/standardization of service flows is only part of what can be achieved.
What we strive for by combining various functions – such as management of benchmarks, reports, or knowledge – is “Increasing client satisfaction through improving service qualities and expanding our business.”
If you want detailed examples relating to “ServiceNow”, such as introduction examples, effects, customization examples, individual quotations, then please get in touch with us from the “Contact us” page in below.
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