At the same time that technology has improved our lives, it has also increased our expectations proportionately. In healthcare, for instance, patients who have historically been responsible for their medical reports and prescriptions now expect hospitals to have all their data available at the click of a button. Customers across industries today expect the businesses with which they interact to not just have their data but to also intelligently apply it, wherever required, to make their lives easier.

The same is true, increasingly, of employee expectations for internal business processes. Employee onboarding, for example, has traditionally been a complicated and inefficient process for a variety of reasons, including a lack of cross-functional collaboration, overlapping procedures, multiple manual interventions, improper tracking systems, inadequate orientation programs and reams of paperwork. Today, however, enterprises aspire to provide employees (especially millennials) with a more sophisticated and streamlined process that leads to a more pleasant and meaningful user experience.

By reinventing and automating key business workflows, as well as digitizing data, organizations can create experiences that meet the lofty expectations of employees and customers alike. Platforms such as ServiceNow are emerging that can help organizations seamlessly integrate and automate complex business processes, and connect applications and data to deliver a superior experience.

Digitizing Workflows: More than Automation

By integrating and automating workflows, businesses can benefit from precise and automatic collection of real-time data that can be analyzed to optimize product and service delivery. If properly distilled and applied, these insights can help organizations understand customer sentiment and their needs, wants and intent, which can inform strategy changes that result in more fulfilling digital experiences.  

To digitize workflows, organizations need to identify processes across the enterprise to better understand task flows, interconnect processes across various departments and functions, and understand the role of employees in executing them. The next step is to automate workflows to reduce manual intervention and enhance operational efficiency by eliminating redundancy.

As business processes change rapidly, enterprises must also update workflows and automate them as needed. Digitization also enhances the value of data that triggers growth, and enterprises are mandated to derive benefit and insights from this data to stay relevant in business.

A New Way to Work

We’re helping enterprises digitize their processes by harnessing the power of cloud-based enterprise service management platforms like ServiceNow. For example, we worked with one of the world’s largest fast-food chains to enhance its customer experience, reduce its operating expenses, and improve workforce productivity by eliminating non-value-adding tasks. By leveraging ServiceNow’s out-of-the-box capabilities, such as integration, workflow automation, artificial intelligence/machine learning, etc., the company replaced its unstructured work patterns with intelligent workflows.

We also worked with a leading multinational finance and insurance corporation in the U.S. to develop customized and automated workflows. The ServiceNow platform provided business and IT users with a single source of intelligence, while enabling cross-functional collaboration, visibility and transparency of processes across the enterprise. Using the platform, the company further eliminated manual approvals and tasks, thereby improving its overall productivity and decision-making ability.

Accelerating the Path to Digitization

Many leading enterprises are embracing digitization via cloud-enabled service management platforms to maximize business value, differentiate themselves and stay relevant.

We’ve developed a fabric (called SMART) that offers enterprises a simplified and modernized approach to rapidly transform their ITSM landscape. When used in conjunction with ServiceNow, SMART can help enterprises streamline and transform their operations across IT service management, human resources, customer service, facilities and legal functions, elevating both the employee and customer experience.

To learn more, please visit us at Now Forum London, Oct 17-18, or Now Summit Frankfurt, Oct 24.

Raja Renganathan

Raja Renganathan

Raja Renganathan is a Vice-President at Cognizant and heads the company’s Cloud Services Business based out of North America. A strategic leader,... Read more