ServiceNow proposes new industry solutions

Frankfurt am Main-ServiceNow provides new solutions for the telecommunications and financial services industries. This enables companies to create workflows and accelerate digital transformation. The company also announced details of its medical industry strategy.

ServiceNow will work with strategic partners to help customers create the best employee and customer experience. ServiceNow CEO Bill McDermott said: “We are bringing a revolution in workflow into every industry and accelerating digital transformation.” “In the telecommunications industry, the combination of our Now Platform and 5G will bring a new experience. In addition, we are Leading financial service providers provide innovative new tools to enhance customer loyalty. Together with our partners, our commitment to supporting customers to meet all challenges and accompany them towards the 21st century modern company has never been more important .”

The introduction of 5G presents one of the biggest opportunities ever for communication service providers. You are under pressure to exceed the ever-increasing expectations of customers and employees, and to ensure that you manage costs while providing new services and technologies. However, due to differences in platforms, systems, tools, and scattered data, they lack transparency and the necessary insight into operational processes. ServiceNow’s new telecommunications solutions, telecommunications service management and telecommunications network performance management, provide a new workflow that combines customer service and network operations, including active customer service and automatic service assurance. The new products will be fully available later this year.

Most financial services institutions have made significant investments in their front office, but are still struggling with rigid and outdated infrastructure that cannot provide an efficient employee and customer experience. In addition, the key processes in the back office and middle office are usually manual and cumbersome. ServiceNow Financial Services Operations is a newly launched product that will change the process and work flow of financial service institutions. These workflows will digitize customer inquiries, such as ordering replacement cards or inquiries about payment. The new solution is specially developed for financial services, which can provide a unified system of action for employees in the operating area and in-depth understanding of various data sets. Processes can be managed end-to-end, and cross-departmental collaboration can be carried out in real time. Financial services operations will be fully opened later this year.

Investing in the digitalization of healthcare
The global pandemic has identified many gaps in existing healthcare workflows, including staffing, patient care, and resource allocation. Organizations have turned to IT to fill the gaps. Based on the industry solution strategy, ServiceNow also announced that it will develop solutions for healthcare and life sciences to help organizations in the industry modernize their businesses and safely optimize and automate key clinical and business workflows. Mike Luessi recently joined ServiceNow as the general manager of the healthcare and life sciences department and will drive the company’s solution strategy.

ServiceNow and KPMG (KPMG) announced a strategic partnership to jointly provide solution marketing services for healthcare providers. The purpose is to accelerate the transformation of the industry. ServiceNow will focus on its solutions for healthcare and life sciences. The partnership combines KPMG’s in-depth industry knowledge with the powerful Now Platform, and will change the provider’s business processes and patient experience.

In addition, KPMG will help formulate ServiceNow’s product roadmap and develop specific digital workflow solutions for healthcare providers, such as onboarding doctors and issuing certificates to help doctors support the needs of the patient community. Especially important in a pandemic. New solutions for healthcare and life sciences are expected to be fully available in 2021.

New product highlights:
Telecom/Telecom Solutions: ServiceNow’s new telecommunications service management and telecommunications network performance management solutions enable service providers to provide a better experience for their customers, contact center agents and network operations teams. You can maximize your network technology investment while reducing costs. Products based on the Now platform will extend ServiceNow’s customer service and network operations through new telecommunications-specific applications, thereby providing proactive customer service and automated service assurance. Product highlights include:

• End-to-end telecom service workflow: Service providers can better manage customer inquiries and network changes, automatically solve problems, and enable customers to understand the situation through the channels they choose.
• Networked customer experience: With the help of OSS integration and event correlation functions based on TMForum and Open API, service providers can quickly identify network issues and related impacts and resolve them faster.
• Easy integration with other companies’ ServiceNow instances: Service providers, also known as eBonding, can easily connect to their customers’ systems so that they can provide the best experience at a significantly reduced cost.

In January, ServiceNow announced a strategic partnership with Accenture. The purpose of the cooperation is to bring new telecommunications solutions to the market to support the company’s digital transformation through a specially developed workflow. ServiceNow has developed new telecommunication products based on cooperation with leading telecommunication companies including BT. In order to strengthen its innovation leadership in the field of customer and service experience, BT is collaborating with ServiceNow as the exclusive design partner of the first telecommunications solution and providing expertise in operator expectations and requirements for communication networks and use cases .

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Financial solutions: Nowadays, employees of financial institutions spend too much time searching for data and answers distributed in multiple systems and departments. They usually use spreadsheets and emails to manage these workflows, which results in slower turnaround times and limited customer visibility when interacting with financial institutions. Financial Services Operations is built on the Now Platform and expands the functions of customer service in banking.

Product highlights include:

• Banking service framework: It complies with the BIAN standard (Banking Industry Architecture Network), and complies with the industry data model, which can achieve fast plug-and-play implementation in a short time.
• Card operation application: Simplify and speed up general customer inquiries, such as increasing credit limit, card access management and issuing new credit cards.
• Payment operation request: Digitize payment requests and exceptions from customers and third-party institutions, such as incorrect payments and recipients who claim to have not received a receipt.

As previously announced, ServiceNow has established a strategic market partnership with Deloitte to introduce innovative banking solutions to ServiceNow’s new financial service products. Deloitte will provide solutions for banks based on the Now platform, such as complaint management solutions and modern solutions, namely the Small Business Association Pay Protection Program (SBA PPP) forgiveness solution, which will help resolve the urgency and critical issues faced by bank customers Challenge to master.

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