Additional solutions in the latest platform release help deliver better employee and customer experiences, simplify order management and employee scheduling
ServiceNow (NYSE: NOW), the leading digital workflow company that makes the world better for everyone, today announced more new features within the Now Platform that it unveiled in Tokyo. Designed to boost engagement and productivity across the enterprise, the new solutions help deliver better employee and customer experiences through simplified order management and scheduling functionality.
This press release features multimedia. See the full release here: https://www.businesswire.com/news/home/20220922005268/en/
Issue Auto Resolution (Graphic: Business Wire)
Productive and engaged employees result in happier and more loyal customers. According to a Gartner® survey, 52% of CHROs identified a shortage of critical talent as a top trend likely to impact their organizations.1 Leaders are investing in better overall technology experiences for employees as a way to improve their satisfaction and productivity, which positively impacts customers. The release of Now Platform Tokyo builds on the recently launched Next Experience UX to power seamless, smarter solutions that drive talent retention and people productivity, especially for people managers, who often suffer from today’s talent pressures’
“Leaders often underestimate the impact of great technology on the employee experience,” said Blake McConnell, senior vice president of employee workflows at ServiceNow. “By providing employees with better digital tools that are as easy as their favorite websites, ServiceNow Tokyo’s rollout features provide employees and customers with a better experience, benefiting the entire business. ”
The release of Now Platform Tokyo seamlessly connects disparate systems, breaks down silos and simplifies complexity everywhere to accelerate returns on digital investments. In addition to the Manager Hub and Admin Center solutions announced yesterday, new innovations announced today greatly simplify complex order and field service processes—making it easier for employees to fulfill orders and complete the field requirements the first time.
- Order Management enhancements make it easier for businesses to manage product catalogs, with new integrated product detail pages that allow agents to spend less time searching through listings and more spend a lot of time helping customers. Admins can now schedule pricing and product launch dates and offer bundled products to increase average order value and move products faster. And, customers can submit and track orders through self-service at any time, so they get what they need, when they need it.
- Optimization Schedule for Field Service Management (FSM)simplifies scheduling for companies managing high volumes of work daily across multiple resources by considering multiple objectives simultaneously, including work priority, parts availability, customer preferences customer, and skills required. Combined with Dynamic Scheduling to make in-day adjustments, ServiceNow FSM now supports the end-to-end scheduling process, lightens dispatcher workloads, helps reduce costs, improving the customer and technician experience, and reducing the company’s carbon footprint with increased scheduling efficiency.
- Manager Hub address managers’ biggest pain points like burnout and mounting pressure to keep employees happy and engaged in disparate teams. Available through Employee Center desktop and mobile, Manager Hub provides a single destination for managers to establish and review employee journeys and respond to requests while delivering personalized resources and training to help managers who develop as leaders. Manager Hub is already gaining industry recognition, recognized as a “2022 Top HR Product of the Year,” by HR Executive at the HR Technology Conference.
- Issue Auto Resolution for Human Resourcesextends Issue Auto Resolution capabilities for ITSM to HR teams. The solution applies natural language understanding (NLU) to analyze requests and deliver self-service content that meets employees where they are through channels like Microsoft Teams, SMS, and email. It also identifies urgent HR cases and takes them directly to an employee care representative when a higher level of support is needed.
- Admin Center—part of ServiceNow Impact —allows system administrators to easily discover, install, and configure ServiceNow solutions through a self-service experience, so they can accelerate results and help to increase the value of existing solutions. The new Adoption Blueprint features a guided experience that provides admins with application recommendations based on instance maturity, greater visibility into application entitlements, and simpler application installation and configuration—all from within their in-instance application.
The Now Platform Tokyo release is designed to help organizations navigate complex business challenges amid an uncertain macro environment. The release of ServiceNow Tokyo is purpose-built to deliver better employee and customer experiences, increase intelligence and trust in operations, and accelerate value in ways that are good for people, good for the planet, and good for in income.
What customers are saying about the Now Platform Tokyo release
University of California Irvine
“Innovation is key to creating great experiences for UC Irvine&CloseCurlyQuote students, faculty and staff, and the communities we support,” said Stephen Whelan, executive director of people services at UC Irvine. “As we continue to look for ways to strengthen these experiences, ServiceNow is a critical digital transformation partner. Working with ServiceNow, we were the first to build a consumer-grade technology platform for employees that transformed the ease of access, availability, and quality of HR information, services, and support. We’re inspired by Manager Hub’s commitment to helping managers stay engaged, support their teams, and ultimately improve employee experiences.”
The City of Copenhagen
“To continually elevate employee, constituent, and visitor experiences, the City of Copenhagen embraces automation, not fears it,” said Susanne Hansen, manager, automation and development at the City of Copenhagen. “ServiceNow has played a key role in our digital transformation journey, helping to identify processes ripe for automation, eliminating manual tasks where possible, and laying the groundwork for new technologies. We’re excited about the potential impact Manager Hub will have on our employees, many of whom are overwhelmed by manual tasks and siled systems. Together with ServiceNow, we will continue to innovate to support continued business excellence.”
Australian Red Cross
“The Australian Red Cross is committed to bringing people and communities together in times of need,” said Brett Wilson, chief information officer at the Australian Red Cross. “ServiceNow has been a great partner in our digital transformation journey by helping us streamline our systems and processes so we can save time and focus on supporting our communities. We are excited for ServiceNow&CurlyQuote’s new Admin Center solution to enable us to easily find and implement new applications and drive greater efficiency so we can continue to make a difference in our world.”
Availability
The Now Platform Tokyo release is generally available.
Additional information:
About ServiceNow
ServiceNow (NYSE: NOW) makes the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and enterprises. For more information, visit: www.servicenow.com.
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1 Gartner: Unconventional Talent Sourcing Solutions for HR Professionals – Published June 1, 2022 – ID G00766629
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its US and international affiliates and is used herein with permission. All rights reserved.
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