Nestled in the heart of California, the customer stands as a bulwark against the unpredictable forces of nature, safeguarding Californians by offering earthquake insurance and spearheading community initiatives, standing as a beacon of resilience in the face of seismic challenges.
Despite being a dedicated ServiceNow user since 2020, the customer encountered operational challenges within the Customer Service Management (CSM) and Information Technology Service Management (ITSM) applications. Implementing a new application nested in CSM, named the Centralized Policy Program (CPP), resulted in an absence of integrated reporting capabilities. In addition, form configurations related to claims, compounded the issue leading to internal reporting inaccuracies. The quote underscores this issue, stating, 'As currently configured, ServiceNow is not functioning optimally and, therefore, does not fully meet our business needs.'
Recognizing the need for strategic guidance, the customer forged a crucial partnership with INRY, acknowledging the latter's track record and expertise in optimizing ServiceNow investments. The engagement initiated a two-phase assessment, focusing on the intricacies of the CSM and ITSM applications. Collaborative sessions allowed INRY to document the customer's business goals, identify pain points, and meticulously examine technical and process dependencies between the CSM, CPP, and ITSM applications.
Prioritizing business operations efficiency, INRY presented a set of Priority 1 (P1) recommendations, alongside additional strategic insights, as part of a comprehensive 3-phased approach for enhancing the customer's ServiceNow instance.
Phase 1: Elevating User Experience and Operational Efficiency Through Recommendations
Phase 2: Seamless Integration for Operational Excellence - Recommendations Only
Phase 3: Optimizing Operations for Continuous Improvement - Recommendations Only
INRY, in a collaborative endeavour, swiftly delivered strategic recommendations within the 6-week timeframe, addressing immediate concerns and laying the foundation for continuous improvement. The phased implementation approach guarantees the customer can seamlessly elevate its ServiceNow platform experience and foster increased adoption amongst its business users.
INRY's recommendations address current operational challenges and provide a blueprint for sustained excellence in efficiency and customer satisfaction. This positions the customer for success in their digital transformation and resilience journey.