Productivity gains are significant, with automation and intelligent workflows speeding processes to free agents and employees to focus on more value-added tasks.
“Previously, it would take two to three minutes for managers to approve a simple request, but now it’s a matter of seconds. Likewise, agents would battle through an incident form to log a ticket, yet with ServiceNow this has been reduced by over 50% in many situations,” says Jonathan.
Access to high-quality data through ServiceNow enables Experian managers to analyse service workflow and proactively address issues
“Previously, we had to bring together data from our various tools and spreadsheets to be normalised and sanitised for analysis,” said Jonathan. “Now, we have access to clean, high-quality data that provides a clear picture of everything moving through the service platform. For example, we can quickly identify if a client has called numerous times and flag this to the account manager to proactively speak to them.”
Often, identifying ongoing low-level contact with Experian can be more telling about a customer’s mind-set, and, if dealt with in a timely manner, leads to an overall more positive client experience than just the successful handling of priority one incidents that naturally always get the right exposure and attention.
ServiceNow also enables Experian to change the way service desk tickets are catagorized, to ensure the most appropriate resolution workflows. Previously, all client calls were assigned as an incident, with agents trying to complete fields that weren’t relevant. Now, all incoming calls are logged using the ServiceNow case management capability.
Seamless integration between ServiceNow and Salesforce provides Experian with real-time insights that lead to richer account conversations and higher customer satisfaction
The integration capabilities of ServiceNow were a critical decision-making factor for Jonathan and his team, particularly the ability to bring together silos that may arise between the service and CRM functions.
Before, if a client called the service desk, the agent may only see any service desk-related contact. Likewise, an Experian account manager talking to a client may only be able to access information held in Salesforce.
Following the introduction of ServiceNow, sales and service are now intrinsically linked. If a sales or account manager looks in Salesforce he or she will not only see details on any sales-led or account management interactions, but also have the context of any issues or tickets logged into the Now Platform.
“Through ServiceNow and its seamless integration with Salesforce, we are on the path to unlocking the real power of digital transformation with a single source of reference data that can be leveraged across the organisation. The real-time insights are leading to richer account management conversations and high levels of customer satisfaction,” states Jonathan.
“We pride ourselves on unlocking the possibilities that data holds to empower organisations and individuals, and this is exactly what ServiceNow supports for Experian,’ says Jonathan. “With ServiceNow, we have created a single system of engagement that expands far beyond IT.”