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After the early success of leveraging ServiceNow’s core functions, Kiwibank chose to purchase the land with an enterprise license two years ago.
The bank has 400 locations and started using ServiceNow a year ago, using digital workflow and operating platforms for IT service management and ITIL.
Kiwibank’s ServiceNow platform and product owner Kaye Maclean said at the software vendor’s Knowledge 2021 conference last week that it sees improvements quickly appearing in the form of better employee engagement and collaboration, traceability and reporting.
In light of this, the bank began to ask itself what the broader success would look like.
“In 2019, we went through a business case process and worked with ServiceNow, and decided that the best way for us was to look at the enterprise license,” McLean said.
“This basically gives Kiwibank the right to use all the features of the platform and all applications that provide that feature.”
Considering the pandemic environment that banks will have to deal with next year, this is a foresighted decision.
Part of the business case for investment is based on the platform’s ability to support a broader ecosystem.
“This includes establishing a truly strong operating model, governance and adoption model to ensure that it is not only about implementation, but also about the sustainability of success,” McLean said.
After paying the license fee, the bank now wants to move quickly to make the most of it. Kiwibank has identified more than 700 processes that need to be digitized.
“Obviously, we wanted to run multiple workflows in parallel, and we did it,” McLean said.
Kiwibank has adopted an iterative rollout cycle, using agility and starting with a minimum viable product (MVP).
“We reviewed our business, and we considered the process maturity of our business areas, the capabilities of different business areas, and the ability to change,” McLean said.
“This is slightly different from when you launched one or two applications. It’s not just about expanding the work you did when you launched ITSM.
“When you do this on the entire platform, there will be some real challenges, because you have such diverse stakeholders and such diverse issues.”
In order to build motivation and support, customer service management (CSM) is positioned as the main deliverable because it can quickly achieve the most measurable benefits.
In turn, this creates enthusiastic advocates in the business that embrace the platform.
Some corporate operations teams have even created their own teams to focus on process review, designing digital forms, and ultimately the workflow in their business, not just in broader projects.
McLean said that ServiceNow provides a single glass panel through which the complexity of bank operations can be viewed. It is the glue that holds the platforms together through powerful integration capabilities.
The bank does need workflows across multiple systems (even professional systems) to improve the customer and employee experience.
“This is where we really see the power of the platform,” McLean said. “If we go beyond it, because we have an enterprise license and have access to all these features, we are actually pushing something beyond CSM applications.
“We are considering cross-platform integration with our common service data model, our ITSM work, and our risk management application.”
This in turn provides a 360-degree view of the data, Kiwibank environment and business services, as well as reporting, traceability and performance analysis.
It does this by filling in the gaps that have traditionally been pushed to other channels such as SharePoint and the temporary use of email, spreadsheets, and chat.
“It brings it all together, which is exactly what we want, because this is really where we save productivity.” McLean said.
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