During their careers, people switch multiple organizations spanning different industries. Some of them would have seen ServiceNow's value firsthand in past jobs, and when moving to a new organization, these experiences can be invaluable to their new employer – even when the business context is seemingly different.
Belinda Eastlack, currently a Senior ServiceNow Administrator at Polaris, had the opportunity to spearhead ServiceNow adoption in her previous organization - a high-end salon services retailer. While working with this luxury services retailer, Belinda partnered with INRY and ServiceNow to drive IT, customer and employee transformation initiatives, which resulted in improved service levels and cost savings of 20-50%.
While motorcycle, snowmobile, and ATV manufacturing would seem to have little in common with salon services, the value proposition for Belinda's current employer Polaris is the same – improving the efficiency, transparency, and quality of request management user experience.
In this session, Belinda explained how ServiceNow evangelists can bring their past experiences to solve their employer's most critical issues with enterprise service request management to help transform the business.
Highlights from the webinar:
03:44 - Belinda's journey as a ServiceNow evangelist
04:53 - Challenges in Retail franchise businesses
06:47 - The employee/workforce problems they were trying to solve at the beauty
services retailer which houses 60+ brands
14:56 - "ServiceNow - A powerful system that does all magical things."
18:11 - Snowball effect - from HR to IT to Payroll to franchise and others across the
26:40 - Sustained rewards - big cost reductions, improved employee service and
38:41 - A new company and a new challenge - employees across all continents
39:37 - Different industries - similar focus
44:14 - Maximize - Reduce - Improve - The MRI Approach
46:00 - Change Management - overcoming obstacles across three types of groups
55:00 - INRY as the supporting partner for the journey
11:00 - How to leverage ServiceNow to meet the Enterprise Service Request needs
13:00 - How ServiceNow helps streamline your processes that span siloed systems
31:30 - Bringing automation into managing inbound service requests
34:03 - Start simple and start small rather than the big bang approach to deliver a
next-gen employee experience
36:47 - Multi-departmental journey for retail operations - Kwik Trip and Casey's
50:16 - How long does it take until you see value from the platform
Sr. ServiceNow Admin, Polaris Industries
Product Owner and Solution Strategist, Employee Experience