Yesser Digital Transformation automation with ServiceNow

How ServiceNow can automate and optimize Yesser Digital Transformation processes Yassir Dellero Advisory Consultant Oct, 2020© 2020 ServiceNow, Inc. All Rights Reserved. Collaborative platform to automate customer initiatives Proactive Customer Success Model Government Entities Yesser Digital Transformation Consultant Customer Engagement Operations Yesser Internal Departments Yesser Products GSB YEFI Amer …. • Track Transformation KPIs • Report Progress on initiatives • Define and present customer roadmap • Provide information, answer questions • Plan for meetings • Ask questions • Request a Service • Submit Ideas • Monitor KPIs • Monitor Progress on initiatives • Collect product information • Fetch information and answers • Discuss new ideas Current State: Yesser is using different tools and processes to help Gov entities enhance their Digital Transformation KPIs Government Entity Yesser Internal Departments Deliver Products & Services Plan and Track KPI Build Progress Collect Feedback Customer Support Yesser Digital Transformation ConsultantDeliver Products & Services Plan and execute initiatives to enhance KPIS Track & Report Digital Transformation KPI Progress Collect customer Feedback / Provide answers Customer Support Future State: All Digital Transformation processes on one Platform Now Platform Mobile Service aware CMDB Virtual Agent Continual Improvement Ideas & Demand Project & Portfolio Workflow Customer Portal Customer Information SLA Government Entity Yesser Internal Departments Yesser Digital Transformation Consultant© 2020 ServiceNow, Inc. All Rights Reserved. Track Customer KPIs and trigger improvement initiatives • Single repository for all customer data • Track Gov entities KPIs directly in ServiceNow or import the data from external systems • Leverage Forecast and Analytics to analyze the progress of different KPIS • Give Self Service access to Government entities to fill their inputs directly to the platform • Create Improvement initiatives from KPIs that require attention • Assign the initiative to one team and track the progress toward successful closure and positive impact on the underneath KPI6 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential. Self Service interface for customers to ask questions, submit ideas or request new services • Workflow engine as basis to automate internal and external processes • Structure the delivery of services by assigning tasks and tracking SLA • Leverage Knowledge Management to create valuable content accessible to your customers • Single platform for government entities to: • request services from catalog • Raise support issues or complaints • Ask questions through chatbot • Get access to Knowledge Base7 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential. Ability to track Transformation Consultant efficiency and Account health • Track Consultant activity: cases, customer requests.. • Report on Consultant efficiency and productivity • Monitor Account KPIs progress • Track Customer Satisfaction8 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential. Build Customer Roadmaps and Monitor Project execution • Manage ongoing and upcoming initiatives • Build Customer Roadmap • Monitor project execution9 © 2020 ServiceNow, Inc. All Rights Reserved. Confidential. Collect Customer Feedback through survey campaigns and Ideation initiatives • Collect feedback from customers through targeted surveys • Listen to customers needs through Ideation portal • Feed internal development pipeline directly from customer inputs • Customer Feedback and Ideas are filtered and reviewed to trigger initiatives • Customer requests go through demand management process and result in new projects or improvement initiatives10 © 2020 ServiceNow, Inc. All Rights Reserved. Thank you