INTELLIGENT BRANDS // Mobile Technology
ServiceNow revolutionises
industry workflows for
telecommunications
ServiceNow, a leading digital workflow
company making work, work better for
people, has introduced new products
for telecommunications and financial
services and provided more details about
its healthcare and life science industry
strategy. The company will deliver industry
specific workflows to help customers in
these industries accelerate their Digital
Transformation to make workflow, whenever,
wherever. ServiceNow also announced
that it has formed a strategic go-tomarket
partnership with KPMG to support
healthcare providers as they digitise clinical
and business workflows.
“We are bringing the Workflow Revolution
to every industry to accelerate Digital
Transformation,” said Bill McDermott, CEO
of ServiceNow. “In the telecommunications
industry, the Now Platform and 5G will
intersect to fundamentally reinvent legacy
experiences. We will give financial services
leaders innovative new tools to strengthen
customer loyalty as the economy begins to
reopen at scale. Together with our partners,
we have never been more inspired to help
our customers meet all the challenges and
opportunities of the 21st century economy.”
Communications service providers are in the
midst of one of the largest opportunities
in their history – the roll out of 5G. They
are under pressure to exceed rising
customer and employee expectations while
managing costs, with little visibility across
platforms, systems, tools and fragmented
data. ServiceNow’s new telecom products,
Telecommunications Service Management
and Telecommunications Network
Performance Management, will provide
new workflows that connect customer
service and network operations, including
Proactive Customer Care and Automated
Service Assurance. The new products will be
generally available later this year.
Telecommunications Products:
ServiceNow’s new Telecommunications
Service Management and
Telecommunications Network Performance
Management products will enable service
providers to deliver better experiences
to customers, contact centre agents
and network operations teams so they
can maximise their network technology
investments while helping to reduce costs.
Built on the Now Platform, the products
will extend ServiceNow’s capabilities in
customer service and network operations
with new telecommunications specific apps
for Proactive Customer Care and Automated
Service Assurance. The new products will
enable service providers to better manage
customer requests and quickly identify
network issues for faster resolution. Service
providers will be able to easily connect with
their customers’ systems so they can deliver
a superior experience at a significantly
reduced cost.
In January, ServiceNow announced that
Accenture will become the strategic go-tomarket
partner for ServiceNow on its new
telecommunications solutions, helping
companies drive Digital Transformation
through purpose-built workflows. ServiceNow
developed the new telecommunications
products based on its work with leading
telecommunications companies, including
BT. To demonstrate its leadership in
innovation in customer and service
experience, BT is working with ServiceNow
as the exclusive design partner for the
initial telecommunications capabilities,
providing expertise and insight into
operator expectations and requirements for
communications networks and use cases.
Hriday Ravindranath, Chief Technology and
Information Officer, Global, BT, said: “We
know Digital Transformation is complex and
nobody can do it alone. So, we’re delighted
to be innovating with leading digital
workflow specialist ServiceNow to transform
how we work with customers as they prepare
their networks for Digital Transformation.” •
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