Many businesses are currently undergoing a period of digital transformation in response to widespread industry demands. In response, ServiceNow-specialized consulting firms like Trianz have been offering targeted assistance with the planning of new company IT infrastructures.
As defined by leading research and advisory company Gartner, a digital transformation is:
“The process of exploiting digital technologies and supporting capabilities to create a robust NEW digital business model [...]”
A proper digital transformation initiative will aim to cover all relevant aspects of your business. Some of the platforms which benefit the most from digital adoption are:
- Information Systems
- Internet of Things
- Customer Service Provisions
- Internal Employee Provisions
- Big Data Analytics
As a minimum, you should be digitalizing these core parts of your business, as they offer a considerable return on investment.
A more in-depth look at the benefits of digitalization
Digitalization offers a varied range of benefits, substantially improving the efficiency of internal processes, and streamlining customer experiences.
Having a digital presence is one of the most common and useful forms of digitalization. This could be in the form of a website, a managed business social media account, and implementation of e-commerce functionality. The internet allows you to reach billions of people in hundreds of countries, and you should be taking full advantage of this opportunity.
All businesses aim to put the customer at the heart of everything they do, and digitalization can help to facilitate this. Expanding the range and quality of communication methods for your customers can significantly improve satisfaction. In addition to phone and email, live chat functionality offers a convenient and straightforward way of communicating. The benefit to businesses here is that multiple customers can be assigned to an agent, as they interact with each one simultaneously. With most questions through this channel being more straightforward to tackle, efficiency improvements can manifest when compared to one-on-one phone interactions.
Self-Service with ServiceNow
Trianz is partnered with ServiceNow, a leading digital transformation platform that can help streamline your business practices. As a ServiceNow services partner, we can offer comprehensive and effective self-service consulting for your business.
Customer Support is one of the most time consuming and expensive parts of running a business. You need a team of customer service agents, finance officers to undertake more sensitive financial interactions with customers, IT engineers to fix internal staff members’ computer equipment—the list goes on and it really adds up!
With self-service, you take the knowledge and expertise of these employees and make it easily accessible to your customers. This knowledge can be packaged in a variety of formats, including FAQ pages and detailed knowledge base articles. Many companies even utilize AI-powered chatbots on their website that offer automated responses to the more straightforward queries your customers may have.
According to a study by Forrester Research, there are immense cost savings to be made by implementing a self-service portal. Individual phone calls from customers typically cost around $6 to $12 each time. When compared to the $0.10 cost for a customer to access your self-service platform, the financial benefits are immediately apparent.
Creating and maintaining a self-service platform
A self-service platform has a significant cost savings, but your customers aren’t going to use it unless it is streamlined and up to date. Failing to maintain the platform will mitigate any cost savings, with customers merely opting to call you instead.
All ServiceNow consulting firms will agree that constant analysis of your customers’ needs is vital to the effectiveness of this platform. Outdated articles with misleading information could do more harm than good, and potentially even increase customer support needs due to confusion.
Poorly formatted documentation can also confuse customers, even if the content contained within is accurate and helpful. For this reason, proofreading and attention to formatting should be prioritized before publishing new information to your self-service platform.
Finally, after putting in the time and effort to create this platform, you need to ensure your customers are aware it exists. Remember that proper website formatting, to highlight and attract users to the support platform, is just as important as how useful it is once they click to access it.
ServiceNow with Trianz
A strategic approach can help you maximize your return on investment when undergoing a digital transformation. Trianz has been working with its clients since 2001, applying decades of industry experience to facilitate impactful digital evolutions.
Utilizing powerful functionality in the ServiceNow platform, Trianz can maximize efficiency and outcomes in the areas of Enterprise Service Management, Security Operations, Asset Management, and HR. Trianz offers comprehensive ServiceNow consulting to help you decide whether the platform is suitable for your needs.
Using ITIL can benefit overall IT service management (ITSM), and ServiceNow fully incorporates the IT infrastructure library (ITIL) framework. ITIL contains processes, procedures, tasks, and checklists that promote best practices on digital systems.
Despite boasting a robust feature set, ServiceNow is easily configurable. Rather than wasting time performing endless maintenance, you can instead jump in to start identifying and resolving user queries.
If you want to find out more about ServiceNow and how it can transform your business, get in contact with the team at Trianz using the form below.