The corona crisis has a positive meaning: it has shown a technically possible goal in the shortest time. ServiceNow’s virtual conference is full of these most advanced knowledge: Knowledge 2020 lasts for six full weeks. As of press time, there are more than 68,000 registered visitors from 140 countries. This is more than three times the live event originally scheduled to be held in Orlando, Florida. In week 5, more than 1,000 lectures, keynote speeches and interactive meetings have been provided, as well as approximately 10,000 hours of video materials.
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Where does the strong interest in meetings come from? ServiceNow CEO Bill McDermott said in a video conference with members of the press: “Behind every great experience is an excellent workflow-ServiceNow is the standard for workflow design experience.” He believes that more and more companies Being aware of this. The golden age of “systems of record” for large ERP and CRM applications that require years of implementation time seems to be coming to an end. “Mobile systems” including “now” platforms are replacing them.
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According to McDermott, we are now rapidly entering a world in which the recording system must ultimately provide users with more services. “Storing data in a recording system does not really help-unless the data is recorded in an action system and activated by the user to complete the task.”
The CEO saved the most impressive statistics on the usage of Now Platform in his second conference keynote in recent weeks. The four free apps that ServiceNow provides users in response to the corona crisis played a key role (see video). In the first three days of launch, more than 1,000 companies installed these applications, including 200 of the world’s largest companies and government organizations.
For example, the US retail chain Lowe’s provided its 330,000 employees with a pandemic-related disease notification app within 96 hours. When Covid broke out, AT&T’s queries were overspend, and now all customer queries are managed through one dashboard, and customer advisors can work from home. The presentation will be held on June 10.
The instant platform also had an impact outside the crisis. For example, Danske Bank of Denmark, after using ServiceNow to standardize its IT operations, was able to reduce emergencies by 93% and shorten the recovery time of the system by six times. After just two weeks, 90% of employees used the new employee portal. The Swedish company Saab estimates that by using ServiceNow, 12,000 working hours can be added every year, thereby increasing productivity.
The experience of the media company’s streaming service Disney+ is almost impressive. Within five months, a service portal was established for customers based on ServiceNow customer service management (see video), which already has 55 million registered users. The portal records 500,000 visitors every day, handles 200,000 interactions and 160,000 chats every day-40,000 chats can be conducted simultaneously.
McDermott (McDermott) saw ServiceNow at the beginning of a long journey and made a grand plan. “We want to be the leading software company in the 21st century,” he said fully. Due to the digital transformation of the economy, he saw the prerequisites for achieving this goal. Experts estimate that by the end of 2024, global companies will spend US$7.4 trillion (US$700 billion) on this, and ServiceNow hopes to be at the forefront. Therefore, the company will stick to its plan to substantially increase the number of employees this year, and has begun to release new applications every two weeks.
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“Digital transformation is a business opportunity of our time,” McDermott said. “Even before the corona crisis, this is still a priority and it will accelerate after the crisis. The company hopes to use it to shorten the time for value creation. For this, they must continue to speed up their business processes. Participate in the system and how this type of reconfiguration ideas top management’s work agenda is done. The island is being broken and complexity is no longer tolerated. Games are now called “quick and easy”, and ServiceNow is the workflow standard for digital transformation.
As of June 11, one can still discover the amount of work that can be achieved by coordinating the workflow of the IT services involved. The focus of the fourth week included two risk management and compliance presentations by Unisys and Norwegian financial service provider DNB. The presentations of American Finance, Wal-Mart, 7-11 and Verizon are definitely worth visiting in Week 5.
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