NOW Platform Rome: Automation brings greater agility and productivity without burnout

We can now talk about a “new era Mixed work“And it’s not a temporary phenomenon. It’s obvious that companies need to find a new way of working that can not only ensure their business continuity, but also enable them to compete in the new global environment, because the economy is growing at the highest level in the past 80 years. Strong post-recession rate expansion. This means being agile, resilient, and productive, while attracting and retaining talent, and satisfying end customers. To support them in meeting this challenge, ServiceNOW has released a New version, Rome, Define it as a “platform in a platform”, complicity I’artificial intelligence, Being able to connect people, systems, and functions can not only improve agility and productivity, but also improve employee well-being through a continuous and engaging employee experience, no matter where you use any touchpoint.

Anti-burnout, unified, comfortable and tolerant employee experience

The “Home” screen that can be found in front of every employee, 24/7 active and updated, responds to all possible needs: it displays the main “to-dos”, recommended themes and most popular themes, and provides a simple The path explores the fields of human resources, IT, law, workplace and organizational services. A sort of’Such a unified experience Allow you to work anywhere Easy and safe Especially knowing that you can rely on the two new features of this version,Employee center withEmployee journey management.

The first is designed to reduce the time required to obtain support because it is the only access point and is also integrated with Microsoft Teams to quickly and easily obtain personalized information, complete tasks, and request help and services. The second is to support activities such as onboarding, job transition, and leaving. The HR team can customize these activities through code-free tools to improve the experience provided. “More and more companies focus not only on the customer journey, but also on the employee journey,” he pointed out Neris Mutlow, The CIO of ServiceNOW, emphasized how fast innovation is necessary today: there is a “challenging evolution towards a completely different way of working.”

Rapid development of mobile experience to ensure freedom and flexibility

Another important “part” of the revolution is Customize the Dell employee experience Because, and because of the pandemic, digitization has spread through changes in habits and the needs and expectations of the majority of the population. Today, every employee in the role of a consumer livesSmooth, agile and personalized experience He hopes to find it at work, at home, office and even on the road. Therefore, the company must be able to allow them to access company applications over the network from anywhere. Mobile devices There is no difference in experience and the maximum continuity of the process is ensured.Not all reality has the nature of a software company in its DNA, so ServiceNOW has foreseen it Mobile app builder Allows developers to easily create and configure fascinating mobile applications for iOS and Android, without high skills, just an intuitive interface, advanced features, and guided experience.

The productivity brought by automation is naturally higher

In any mixed work environment, not to mention that if there is a shortage of talents, it is necessary to accelerate automation within the company. So far, this concept has been associated with freeing employees from the management of repetitive tasks, allowing them to focus on projects that generate value and business, but Mutlow has added a more sophisticated approach by presenting process automation as “one”. The key to forward-looking.Opportunity for evolution Continuous improvement”.

With the Roman version of the Now platform and its new features, artificial intelligence, In this sense, with the help of two tools such as A, IT teams can work smarter, easier, and more efficiently anytime, anywhere.Automated discovery, Identify ten job automation opportunities in more than 180 fields, e Health log analysis enhancements, Detect user-side problems and use automatic problem solving ITOM predictive AIOps Already existed in the previous Quebec version.

Rome’s impact on customer experience

Thanks to such advanced and complete tools, the new working methods introduced within the company can enable New business model It is usually necessary after experiencing a strong discontinuity, such as the one experienced on a global scale starting in 2020.But not only that: there are also some influences that will more directly lead to increased productivity, and these influences are Customer Experience.

The automation of many tasks that are considered time-consuming and the high degree of comfort and satisfaction in carrying out daily activities not only significantly improve the happiness level of employees, but also avoid Risk of burnout But they make them more efficient and more capable of giving Timely and comprehensive response To customers.

By creating this new mixed working environment, the new Rome version can indirectly improve the customer experience, but it is also equipped with a temporary tool, such as Customer Service Manual: Key Layout Agents can quickly find materials and information to solve customer problems faster and build loyalty, while still having room to focus on key activities that bring business results.

This feature closes the cycle of huge evolution presented by the Rome version of the NOW platform, ensuring that the company can ensure that the efficiency of its customers exceeds the way its employees operate in the future.The precious guarantee of the times Mixed work.