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Any business hoping to succeed in today’s competitive landscape understands the need to put digital transformation at the top of its priority list. 

Digital technology now infiltrates almost every aspect of conducting business, from how customers interact with organizations, how employees do their jobs and how the internal processes work, and the global pandemic and shift towards remote working only accelerated this trend. Put simply, those which do not adapt to the digital world are highly unlikely to survive. 

“Both customers and employees expect to have a contextual experience throughout their journey with the company,” says Prabhu Karunakaran [PK], founder and CEO of digital transformation firm Exterprise. “To achieve such seamless experiences in a hybrid work environment, organizations are creating more technology than ever before, and are becoming digital solution companies in the process. They are quickly realizing that they need to unite their formerly siloed information technology, business, HR, legal and marketing departments into fast-moving, cross-disciplinary digital teams.” 

But for established businesses, this often means transforming from rigid legacy systems to flexible digital platforms, which can prove challenging even for Fortune 500 companies. A lack of historic investment in technology has been compounded by budget cuts during the pandemic, meaning many still rely on antiquated hardware and software installed decades previously. 

This is not the only factor holding businesses back. Other common issues include organizational silos where decision-making can be split across functions; a lack of digital skills; a culture which is resistant to change; and a lack of clear strategy and communication across departments. 

For many businesses, the answer is to turn to one unified platform that can bring productivity improvements through digital transformation which can help employees, customers, and assets. “Taking good care of these three core imperatives is critical to profitable revenues and organizational growth,” says PK. “Productive and happy employees will deliver enhanced customer experiences, resulting in more revenues. Efficient monitoring of assets including hardware, software and enterprise assets will create operational excellence.” 

One such offering is ServiceNow’s NOW Platform, which deploys enterprise-scale solutions to organizations in several industries, improving efficiency for employees, customers, and assets. Its IT Service Management solution, for instance, automates core service processes, and makes it easier for those working in IT to resolve issues faster, while its IT Operations Management and Asset Management package proactively monitors the performance of assets, helping to prevent outages in the first place. 

The Customer Service Management element ensures agents have the information they need to quickly resolve issues, including proactively identifying potential problems before they become apparent. Businesses can also benefit from automated responses to common customer questions, increasing the efficiency of employees. Staff working in the field can benefit from the same functionality through the Field Service Management solution. 

From an employee perspective, businesses can deliver a streamlined service experience with intelligent workflows, starting with efficiently onboarding new hires. Employees themselves can find the information they need to self-service their own HR needs, while the Workplace Service Delivery solution helps the day-to-day work run more smoothly, boosting productivity. A accurate IDC report suggests agile organizations retain employees at a 34% higher rate than competitors, helping them meet the demand for skills in the current war for talent. 

With teams in the US, India, and Central America, Exterprise is a certified pure-play ServiceNow implementation partner, with skilled resources operating in different time zones, and clients in sectors including financial services, insurance, healthcare, telecom, and government. Exterprise helps businesses on their transformation journey, starting by determining that the organization is fully committed to the journey, and helping to provide advisory and consultative services to demonstrate the business case and identify any challenges that will need to be overcome. 

“Partners are critical to ServiceNow’s growth strategy, on our journey to $16B in revenue and beyond,” said David Parsons, Senior Vice President of Global Alliances and Partner Ecosystem at ServiceNow. “Enabling great customer and employee experiences to faster time to value, we remain committed to engaging our partner ecosystem to innovate and co-create end-to-end solutions that solve today’s most pressing business challenges.” 

Exterprise works closely with clients to launch the digital transformation journey, identifying automation and integration opportunities and creating a strategic roadmap for the different departments, as well as training staff on how to use the platform. 

Exterprise helps in identifying key metrics around digital standards – including mean time to resolution (MTTR) for issues, customer satisfaction (CSAT), net promoter score (NPS) and first call resolution (FCR) for customer service. This ensures organizations realize the full value, both financially and in other, less tangible ways, of their investment. Exterprise is SOC2, ISO 27001 and HIPAA certified, which can deliver customers an added layer of reassurance. 

Ongoing reviews ensure businesses benefit from and understand any new functionality to keep enhancing the employee and customer experience, with ServiceNow introducing two major version upgrades each year. This ensures customers remain at the forefront of digital transformation, turning them from digital laggards to leaders. 

One example of a business that has benefited from running several business functions on the ServiceNow platform is pipeline services and equipment company T.D. Williamson. “Exterprise has proved to be an effective partner in not only implementing ServiceNow, but also in providing consultative and advisory support to help us automate core business processes,” says Greg Rice, Director, Global Applications. 

PK believes those who take the step to become a digital business can expect to benefit in several ways, including enhanced customer and employee experience, lower employee attrition rates, productivity benefits through process automation, and ultimately increased – and sustainable – revenue and profit. 

“The time to act is now,” concludes PK. “Those who do so can put in place the foundations that will deliver ongoing success in years to come, increasing efficiency and ensuring they have satisfied customers and employees. That’s the recipe for success.”

To find out more about how Exterprise could help your business, visit exterprise.us/servicenow/

To contact us, click here or email us at contact@exterprise.us