Technology teams are under more pressure than ever before. They are balancing the demands of the changing workplace, growing customer expectations, and moving from traditional to digital delivery. As more applications are managed with less visibility, they face expectations to deliver fast, customer -level experiences.
These digital experiences are increasingly cloud -powered. Digital customer service interactions are expected to increase by 40% as more customers turn to digital channels and away from personal services, according to Forrester.
At the same time, these technology teams need to be product -focused, meaning they need to accelerate the delivery of new products and services where the cloud plays a key role.
Many businesses have taken significant steps in adapting and using technologies in line with the changing landscape. But much more can be done to change the world of work. To produce seamless and diverse end-to-end experiences, teams must adopt operating models that work faster, without sacrificing quality.
Putting the cloud to work for you
From harnessing the full power of your cloud to creating personalized contact center experiences, the right technology is key. With approximately 50% of all corporate data currently stored in the cloud, according to Statista, it’s clear that many have already embraced the cloud. Now, it’s time to make it work for you. ServiceNow and AWS can help.
ServiceNow provides a platform to help monitor your cloud from end to end to speed up application delivery and ensure services work at maximum performance. With IT Operations Management (ITOM) and DevOps, along with Lightstep Observability, you can bring application resilience and performance to cloud-identifying and addressing problems before they affect your customers. And, when customers need individual attention, a personalized solution is just a few clicks away.
Customers expect customized service to be almost instantaneous, but it is not always possible to provide immediate support with the increasing volume of calls and staffing challenges. The ServiceNow Cloud Call Center for IT Service Management (ITSM) and Customer Service Management (CSM), with native support for Amazon Connect, helps provide a seamless natural language experience. So, customers get the support they need, when they need it.
Integration for efficient issue resolution
Over the past two years, companies have accelerated cloud adoption to develop new applications and deliver products and services faster. Cloud investments pay off in increasing employee productivity and scaling resources to meet demand.
However, the overall cloud experience is not perfect, with many tools, changing management processes, and screens to visualize information and apply management policies across the enterprise. Organizations want ways to consolidate and efficiently resolve issues when it comes to technology readiness.
“We’re using basic tracking tools now but burning out developers with really long mean time to resolutions (MTTRs). We’re integrating ServiceNow and we want something that fits the ecosystem and reduces MTTRs,” he said. a global system integrator and managed IT distributed service provider.
ServiceNow helps IT and cloud teams overcome challenges like this on a single platform, building automation on legacy and manual tasks and speeding up application delivery. ServiceNow Predictive AIOps helps identify root issues before they affect customers.
Learn more about how ServiceNow and AWS help companies move to a cloud-ready enterprise and increase employee productivity and customer experience.
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