Adam Dimech of Australia Post (Image source: ServiceNow)
Australia Post is using an emergency response application developed by ServiceNow to understand the daily conditions of employees during the Covid pandemic.
ServiceNow platform manager Adam Dimech said at ServiceNow’s Now at Work A/NZ summit that these apps have proven to be “really helpful” and “very beneficial” for postal services.
The supplier soon launched these applications in mid-March and provided them for free until the end of September.
“One, [the apps provided] Able to understand the daily situation of our employees, and two, [they provided us] Contact ability [employees] And seek their response. “Dimech said.
“What we actually did is we combined these two products together and merged into one seamless dashboard so that we can ask our team to respond every day (if needed) from the manager level, and Get feedback from them. What is their current working status, they work in the office, work at home, get sick at home, whether vacation is not related to Covid, or whether they are related to Covid at home.
“Now, we can understand our workforce in an instant, tell us where our employees are and what their identity is.”
Australia Post is a long-term user of ServiceNow, and the platform has been in production for about 8 years.
Dimech said the company regularly runs ServiceNow’s built-in HealthScan tool to benchmark Post’s environment against best practices and identify opportunities for improvement and optimization.
He pointed out that during Covid alone, ServiceNow’s role in Australia Post has become more and more important, not just due to the use of emergency response applications.
Dimech said that ServiceNow is now being used to manage the product backlog and “in a truly streamlined and consistent way” to aggregate the needs of different business areas.
In addition, ServiceNow plays a key role in identifying, recording and resolving faults through online booking services, which merchants use to send packages through Australia Post.
“If there are problems, it is vital to our business, our customers, and our continued operations, and we must resolve these problems as quickly as possible,” Dimech said.
“The way we directly record these issues is through ServiceNow’s customer service [platform].
“Then our customer service team can resolve the issue, investigate it, contact the technical team they need to contact to resolve the issue, resolve the issue and contact the customer in the fastest way.
“At the same time we use [ServiceNow] Truly measure and track each of these requests so that we can ensure that we provide our customers with the best experience and the fastest turnaround time. “
Dimech said that ServiceNow typically records “170,000 incidents within a year.”
He said: “Most people have received first-line support in their initial actions.”
“So, for us, moving to the left and digitizing as much early interaction as possible will be the key to our progress.
“We will seek to use virtual agents and analysis to determine the best approach, automate the results for our customers, and streamline their solutions or solutions based on their requirements.”
Dimech pointed out that, in a broader sense, Australia Post’s business is gradually transforming from letters to parcels, and to provide power for e-commerce product delivery.
He said that Australia Post’s ongoing transformation work is actually “shortening the time to market for our products and services.”
He added: “We want to enable our customers to easily access our services and utilize our products in a competitive, physical and digital way.”
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