With ServiceNow, Agfa can manage its after-sales operations more effectively than ever before-Data News Information Services

What does Agfa hope to achieve through the ServiceNow project?

Peter Timmerman (Manager of Agfa ServiceNow): “Our global customer base includes hospitals, medical laboratories, veterinarians, and medical departments in the military. Before 2011, we Legacy software All our service processes. As Agfa made many acquisitions, we ended up with dozens of different software applications. Ideal for providing customer-oriented services. After all, you will always get fragmentary pictures, because, for example, the software used by customers in Germany is different from that in North America. Moreover, links between different software packages usually do not work. This is why we are always looking for a clear and integrated platform that bundles a lot of information into a consistent whole. The user-friendly ServiceNow finally became our ideal solution. “

Gunther Van Rompay (Manager HealthCare IT Application Services): “The fact that all information and after-sales processes are now concentrated on a central platform that is easy to query through a database is a huge asset. We have 50,000 contacts in our customer base, covering more than 40 40,000 customers in the country. The technology platform contains master data about these customers and contacts, as well as complete information about the hardware and transaction data installed by the customers. The sensors in our customers’ software even deliver potentials in a fully automated manner through ServiceNow. The problem. Ingredients, the best way to perform our service processes and maintenance. With ServiceNow, we also take advantage of the innovation and new features our SaaS provider brings to the market at least once a year. Security fix. Moreover, it is a cloud system, allowing Agfa to phase out its data centers. “

Our customer’s software sensors report potential problems through ServiceNow in a fully automated manner.

15,000 users

How did your customers themselves react to the conversion?

Peter Timmerman: “The satisfaction survey shows that this new technology is a success. Our customers can still call the Agfa service desk as they did in the past. We only noticed that ServiceNow’s state-of-the-art portal is being used extensively.” nIn our customer base 15,000 employees user Access ServiceNow worldwide. Call it self-service: they can consult user manuals online, register questions or reset passwords. This gives our employees more time to solve actual customer problems and emergencies, and everyone will benefit from it. “

Caroline Van Rompuy (Chief Information Officer of Agfa (CFA)): “ServiceNow enables us to take advantage of all the value in the customer contract and provide services to the customer in the best possible way. The hospital purchases the software system from us, and we can perfectly check the agreement and support level at any time. Included in the customer’s service package? When should we give an initial response? With this innovative platform, we can manage support contracts quickly and optimally.”

Digital Pioneer

Will this give Agfa a leading edge in digital transformation?

Caroline Van Rompuy: “Agfa is currently undergoing a second digital transformation: providing more and more services around our products. Our customer service will continue to evolve. We plan to use chat support and chatbots. However, this needs to be done Internal changes. Not smart enough for complex IT issues. Agfa has set up an innovation office within the company, and we will develop the product portfolio for the next ten years with this office; together with this innovation office, we are in AI There are also many proofs of concept in the field of virtual reality, augmented reality and the Internet of Things, we will inform our employees of all new developments, so we hope they will see more and more opportunities to use this technology.

The advantage is that we have experienced the first digital transformation from traditional film to HealthCare IT. As a result, there is less internal resistance to the initiation of new ideas. This is an advantage that should not be underestimated. “

What does Agfa hope to achieve through the ServiceNow project: Peter Timmerman (Manager of Agfa ServiceNow): “Our global customer base includes hospitals, medical laboratories, veterinary departments and military medical departments. Until 2011 , We are all for all of our service processes. Because Agfa has made many acquisitions, we finally obtained dozens of different software applications; it is not suitable for providing customer-centric services, because you will always Seeing fragmented pictures, for example, the software used by customers in Germany is different from the software used in North America, and the links between different software packages usually do not work. This is why we are always looking for a unified and integrated platform , The platform bundles a large amount of information into a consistent whole, and the user-friendly ServiceNow proved to us the ideal solution. “Gunther Van Rompay (Manager HealthCare IT Application Service Manager):” Now, all information and after-sales processes are in The fact that you can easily query through a database on a central platform is a huge asset. We have 50,000 contacts in our customer base and more than 40,000 in more than 40 countries/regions Customers. The technology platform contains master data about these customers and contacts, as well as complete information about the hardware and transaction data installed at the customer’s premises. The sensors in our customers’ software can even report potential problems fully automatically through ServiceNow. This is We provide all the necessary elements to perform our service processes and repairs optimally. With ServiceNow, we also benefit from innovations and new features that SaaS vendors upgrade to the market at least once a year. Security fixes are available every month In addition, it is a cloud system, which means that Agfa can also phase out its data center. As in the past, our customers can still call the Agfa help desk for help. However, we noticed that ServiceNow is the most advanced The portal has been heavily used. Approximately 15,000 people in our customer base use ServiceNow as users worldwide. Call it self-service: they can consult user manuals online, register questions or reset passwords. This enables our employees There is more time to solve actual customer problems and emergencies, and everyone can benefit from it. “Caroline Van Rompuy (CIO Agfa):” ServiceNow allows us to take full advantage of all the value in customer contracts and make full use of the value of customers. How to operate. A hospital bought a software system from us, and we can check appointments and support levels perfectly at any time. What is included in the customer package? When should we give a preliminary answer? Through this innovative platform, we can quickly, Optimized ground management Management support contract. “Does this make Agfa lead in digital transformation? Caroline Van Rompuy:” Agfa is currently undergoing the second digital transformation: more and more services around our products. Our customer service will continue to develop. Plan to use chat support and chat bots. However, this still requires internal changes. Moreover, chatbots are not enough to solve complex IT problems. Agfa has set up an innovation office within the company, with which we will develop a product portfolio for the next ten years. Together with the Innovation Office, we have run many proofs of concept in the fields of AI, virtual reality, augmented reality and IoT, and we inform our employees of all new developments. We hope that the result is that they will see more and more opportunities to use this technology. The advantage is that we have already experienced the first digital transformation from traditional movies to medical information technology. As a result, there is less internal resistance to the initiation of new ideas. This is an advantage that should not be underestimated. ”