Natixis, Pole Emploi, Verifone France, Bouygues Telecom, Canal+, Dalkia and Eiffage are the companies that testified at the NowForum event in Paris last October, which illustrates the vitality of ServiceNow in France. The publisher claims to own 60% of CAC40 and is now focusing its offensive on business areas with 1,000 to 5,000 people. Publishers organized their own activities at the beginning of the year to conquer this large SME called “commercial”. Christophe Bouchargeau, vice president of French ServiceNow, explained this new goal to the publisher: “Our main customers are clearly part of CAC40, but in this “commercial” field, our growing number of customers is crucial. Today each There are five to six new customers in the quarter.”
ServiceNow / Salesforce, so close so far
In the end, this strategy is contrary to the strategy adopted by Salesforce.com, a CRM advocate under the Saas model, and the name appeared a few weeks ago and could serve as an acquirer of ServiceNow. “If we compare ourselves with Salesforce, they come from the SME market and have recently developed into large companies. They have achieved great success in France and some success in other countries. As far as we are concerned, we are in large companies. Company, today we are turning to large, small and medium enterprises.”
In terms of infrastructure, Salesforces.com and ServiceNow’s strategies differ in many ways. Unlike Salesforce.com that only recently decided to expand the number of its data centers, ServiceNow relies on space leased from Equinix’s two pairs of data centers in London and Amsterdam and Zurich and Geneva, the Swiss market. In addition, ServiceNow also provides an internal deployment platform for some customers who are very concerned about data confidentiality (for example, in the defense and OIV fields). According to Christophe Bouchardeau, this type of solution is rarely implemented, but ServiceNow provides Orange Business Services sovereign hosting for these customers who are very cautious about data hosting. Total or Crédit Agricole chose this hosting method for their ServiceNow instance.
The extension of the offer is in progress
Although ServiceNow can hope to develop rapidly with large French SMEs, publishers still maintain good growth space in CAC40. The organization must have established its goals by directly linking the goals to ITSM (IT Service Management) bricks, but it also offers many offers related to the Saas catalog. “In the company testified by NowForum, Eiffage does not use our platform for IT service management at all, but establishes shared services at the financial level. Today, this proposal was initiated by the company to establish a service catalog to help managers and sales Personnel respond better to tenders.
Christophe Bouchardeau of Sonepar, a major electrical equipment distributor, cited another example. The company chose ServiceNow to build a human resources service portal. For its part, Bouygues Telecom has just implemented the ServiceNow CSM (Customer Service Management) solution. Matthieu de Montvallon, Director of Publisher Solutions Consulting, explained: “CSM is a new solution that has existed in our customer service market for less than a year.” “We entered this market very late, with Together with Bouygues Telecom, we already have an interesting use case in which CSM is used to support the operator’s point of sale instead of ITSM.”
Christophe Bouchardeau added: “In most cases, our entry point is still the management of IT services because of its high level of complexity and limited time to market. For example, when you need to manage outsourcers, perform SIAM or MSI processes. This is still the entry point for our company’s number one ranking.”
Waiting for istanbul
Currently, ServiceNow is preparing to start the next evolution of the cloud platform. Helsinki will make room for Istanbul, and the CSM module in this version should be continuously developed to support not only B2B but also B2C customer service. Mattieu de Montvallon explained: “Management of B2C customers is unique in terms of number and possible request processing.” “Users will be able to send support requests without having to identify themselves on the platform by logging in.”
Among the many changes brought about by the new version that is expected to be released in December 2016, customers who have subscribed to the ITBM (IT Business Management) suite subscription will be able to use the new application portfolio management module APM (Application Portfolio Management). “Our product lacks such a foundation to allow our customers to rationalize their applications by storing the application repository on the ServiceNow platform. Therefore, they can measure multiple KPIs, including usage or costing. “
Finally, the publisher established ServiceNow Ventures, an investment fund designed to support its publisher ecosystem. Currently, the ServiceNow store has 221 applications that enrich the services provided by publishers. With this funding, ServiceNow intends to support its start-up partners to develop this third-party application portfolio. API experts Mulesoft and Nuvolo are the first two publishers to benefit from this new device.
#Services #conquer #French #SMEs
More from Source