Accenture and ServiceNow collaborate to launch business group

Accenture and ServiceNow announce the establishment of a business group dedicated to assisting in accelerating digital transformation plans

The team will seek to optimize business services for customers.

This new business unit represents a five-year investment of millions of dollars between Accenture and ServiceNow, and aims to help customers in the public and private sectors rapidly develop organizational processes and unlock the full value of their technology investments.

With the support of approximately 8,500 Accenture ServiceNow skilled technicians, the new team hopes to combine the two companies’ expertise in transformation workflow and platform development, marketing, sales and business development.

As the company’s recovery from Covid-19 continues, Accenture and ServiceNow customers can use digital workflows to provide more personalized customer and employee experiences while enhancing employee capabilities.

Services provided by the business group include remote work and self-service programs, which provide greater flexibility, mobility and more options. These will allow the organization to optimize costs while maintaining productivity.

Initially, these functions will be open to customers in the fields of telecommunications, financial services, government, manufacturing, healthcare and life sciences, while workflow innovation will focus on employee engagement, customer service and operations, artificial intelligence for IT operations, and security and risk.

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Accenture CEO Julie Sweet said: “By further strengthening our strategic alliance with ServiceNow, we will enable our customers to embrace change more quickly.” “By migrating to the cloud, they can reimagine their operations and reimagine Skilled employees and become more sustainable.

“Working with ServiceNow to automate complex processes and create better experiences across the industry, we will help organizations provide greater 360-degree value to everyone (their customers, employees, shareholders, partners, and communities) Benefit.”

ServiceNow CEO Bill McDermott commented: “Every organization’s leaders know that their 20th century technology is too slow, too isolated, and too stuck with the status quo to meet the ever-changing digital needs of today’s employees and customers.

“Speed, agility and flexibility are needed now. Our partnership with ServiceNow and Accenture brings together a world-class team, expertise, and modern workflow platform to accelerate the digital transformation of every organization.

“The Accenture ServiceNow business group will help every organization become a digital business in the 21st century.”

Business group use case

Accenture and ServiceNow customers have used the services of two companies to accelerate their digital transformation, including pharmaceutical company Boehringer Ingelheim and Veterans Affairs (VA).

Boehringer Ingelheim, a customer with more than 51,000 employees, uses ServiceNow technology and Accenture services to create and deliver an improved customer and employee experience.

“Our collaboration with Accenture and ServiceNow has strategically enhanced our innovation capabilities,” said Andreas Henrich, vice president of Boehringer Ingelheim IT Enterprise Data Services. “By optimizing our global employee experience, we make the workflow across business functions faster and more efficient, which ultimately leads to better patient outcomes.

“We have reduced the complexity of various customized systems and as a result changed our business to achieve growth.”

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In the case of Virginia, U.S. government agencies took advantage of a $96 million task list set up by Accenture Federal Services (AFS). This allows the use of ServiceNow to achieve end-to-end digital transformation, thereby realizing the modernization of enterprise service management and IT functions.

In addition, by using the Now Platform, AFS will work with VA to automate its manual workflow and introduce applied intelligence (AI) and machine learning capabilities, so that VA employees can focus on more complex tasks for veterans.

“Today, the Department of Veterans Affairs is truly running IT like a business,” said Greg Rankin, director of the Service Management Office of the Information and Technology Bureau of the Department of Veterans Affairs.

“We are using ServiceNow’s powerful discovery engine and Accenture’s expertise to create a top-down business service graph, eliminating the guesswork about which configuration items support which business service.

“Our mission is as critical as providing services to veterans, so we must understand the health, availability and cost of the services we provide in real time, and now we have them.”

Information Age Analysis

The Covid-19 pandemic has affected businesses in all industries, so organizations must find ways to stay agile and maintain a competitive advantage by providing the best customer experience.

The establishment of Accenture and ServiceNow business units will enable their customers to provide customers with a more personalized, immersive experience, but the commitment to help improve the employee experience is equally important. A recent study by NTT shows that most organizations in the world prioritize employee engagement, which is the key to maintaining employee engagement.

As VA shows, making full use of applied intelligence and machine learning can ensure that employees have more free time to complete other tasks for customers, which will improve employee morale and overall business.

What is interesting is how the business group will develop its services and technology in the next few years. Companies that make the most of these products cannot be complacent, and they must always be vigilant when it comes to satisfying customer satisfaction and behavior. Once customers find an immersive experience that suits their habits, they will not remain loyal.