WEBVTT 00:00:03.136 --> 00:00:04.971 Hello, my name is Ruben Raveel, I'm 00:00:04.971 --> 00:00:06.806 a director at Deloitte, focused on 00:00:06.806 --> 00:00:08.908 the Belgium territory leading our 00:00:08.908 --> 00:00:10.443 ServiceNow offering in Belgium. 00:00:10.477 --> 00:00:12.645 I'm joined by Stijn and Johan from 00:00:12.712 --> 00:00:14.848 Colruyt Group, maybe Stijn, Johan, 00:00:14.881 --> 00:00:16.649 If you want to briefly introduce yourself, 00:00:16.716 --> 00:00:17.684 I'm Stijn Vancraeynest. 00:00:17.751 --> 00:00:19.219 I'm head of the Center of Excellence on 00:00:19.219 --> 00:00:21.121 IT Service Delivery and Orchestration, 00:00:21.454 --> 00:00:22.889 and I'm also the platform owner 00:00:23.256 --> 00:00:25.358 of ServiceNow for  Colruyt Group. 00:00:25.658 --> 00:00:27.293 And I'm Johan Borghys Domain 00:00:27.293 --> 00:00:29.162 Responsible for Services and 00:00:29.162 --> 00:00:31.398 Processes within the  Colruyt Group. 00:00:31.464 --> 00:00:33.466 Looking how we are going to 00:00:33.533 --> 00:00:36.036 implement processes and service 00:00:36.036 --> 00:00:37.804 oriented working with our 00:00:37.804 --> 00:00:39.406 different brands in  Colruyt Group. 00:00:39.606 --> 00:00:41.674 And we're here together, obviously at a 00:00:41.674 --> 00:00:43.977 ServiceNow event, but also as  Colruyt 00:00:43.977 --> 00:00:45.412 Group and Deloitte because we have 00:00:45.412 --> 00:00:46.780 been working together for a while. 00:00:46.813 --> 00:00:48.048 Maybe a first question there. 00:00:48.314 --> 00:00:50.083 Why did you choose Deloitte 00:00:50.083 --> 00:00:51.384 as your strategic partner? 00:00:52.018 --> 00:00:53.453 Well, a couple of years ago, we 00:00:54.287 --> 00:00:55.955 implemented ServiceNow for the first time. 00:00:55.955 --> 00:00:58.525 That was not with Deloitte, but ultimately 00:00:58.591 --> 00:01:00.693 we saw that the importance of ServiceNow 00:01:00.727 --> 00:01:02.829 was growing as a tool for  Colruyt Group. 00:01:03.196 --> 00:01:04.564 The partner we had chosen at that 00:01:04.564 --> 00:01:06.099 point in time was too small to 00:01:06.099 --> 00:01:07.267 actually support that ambition. 00:01:07.300 --> 00:01:08.735 So we took a look at the market. 00:01:08.835 --> 00:01:10.737 Who are the possible players in 00:01:10.737 --> 00:01:12.238 that market to who can support 00:01:12.238 --> 00:01:13.773 us with the growing ambitions of 00:01:13.773 --> 00:01:15.108 ServiceNow for  Colruyt Group? 00:01:15.175 --> 00:01:16.309 We already had a long lasting 00:01:16.309 --> 00:01:18.144 relationship with Deloitte and other 00:01:18.144 --> 00:01:20.080 aspects of  Colruyt Group So we took 00:01:20.080 --> 00:01:21.281 a look at you guys and we saw, Hmm. 00:01:21.815 --> 00:01:23.650 It's an organization which has a cultural 00:01:23.650 --> 00:01:25.852 fit with  Colruyt Group in that essence, 00:01:26.252 --> 00:01:28.621 and it has the capabilities to support us 00:01:28.621 --> 00:01:31.157 in our ServiceNow journey, both competency 00:01:31.157 --> 00:01:33.493 wise, the expertise that Deloitte brings, 00:01:33.860 --> 00:01:35.562 but also the capacity that it brings. 00:01:36.262 --> 00:01:37.564 And especially an important part 00:01:37.564 --> 00:01:39.499 for us was also the presence 00:01:39.499 --> 00:01:42.268 of Deloitte also in India. 00:01:42.735 --> 00:01:44.771 because we have our own 700 people 00:01:45.138 --> 00:01:47.841 in India doing a lot of our IT work. 00:01:48.408 --> 00:01:50.610 Basically sitting almost next to 00:01:50.610 --> 00:01:52.479 Deloitte and Hyderabad, so also 00:01:52.479 --> 00:01:54.047 there, that collaboration was 00:01:54.047 --> 00:01:55.849 pretty important for us to choose 00:01:55.949 --> 00:01:57.917 Deloitte for our ServiceNow journey. 00:01:58.184 --> 00:01:59.419 And you mentioned indeed already 00:01:59.419 --> 00:02:01.221 a bit of the history, but maybe 00:02:01.321 --> 00:02:03.123 just to make the story complete. 00:02:03.123 --> 00:02:05.592 Where are we in terms of the ServiceNow 00:02:05.592 --> 00:02:06.960 work at  Colruyt, and what have 00:02:06.960 --> 00:02:08.027 you achieved and what do we want 00:02:08.027 --> 00:02:09.596 to achieve in the years to come? 00:02:10.230 --> 00:02:11.498 I'll talk a bit about what we have 00:02:11.498 --> 00:02:13.166 done, and I'll refer to Johan on 00:02:13.166 --> 00:02:14.501 the future possibilities there. 00:02:15.768 --> 00:02:17.670 We implemented ServiceNow in 2019, 00:02:17.770 --> 00:02:19.239 like almost everybody with a, 00:02:19.305 --> 00:02:22.542 with an IT specific aspect, ITSM. 00:02:22.709 --> 00:02:24.077 We implemented it for the entire 00:02:24.377 --> 00:02:25.879 IT organization in  Colruyt Group. 00:02:25.912 --> 00:02:26.546 Big Bang. 00:02:27.080 --> 00:02:30.016 We supported the different ITSM processes. 00:02:30.350 --> 00:02:31.851 We have also taken steps 00:02:31.851 --> 00:02:33.520 in making service oriented. 00:02:33.520 --> 00:02:34.420 We have working already 00:02:34.420 --> 00:02:35.555 from an IT point of view. 00:02:35.855 --> 00:02:37.323 A normal way of working. 00:02:37.490 --> 00:02:38.725 We have built in quite some 00:02:38.725 --> 00:02:41.027 customizations in that way of working, 00:02:41.494 --> 00:02:42.662 and that is holding us back now. 00:02:43.196 --> 00:02:44.230 In our future journey. 00:02:45.031 --> 00:02:46.900 So we are currently doing as well a 00:02:46.966 --> 00:02:49.302 program together with you guys Deloitte, 00:02:49.335 --> 00:02:51.404 but also together with ServiceNow shoulder 00:02:51.404 --> 00:02:54.040 to shoulder to shoulder as we call it, in 00:02:54.040 --> 00:02:56.442 a sense that, let's start over again with 00:02:56.442 --> 00:02:58.444 all the lessons learned that we have and 00:02:58.711 --> 00:03:00.780 replatform our ServiceNow environments. 00:03:00.947 --> 00:03:01.915 That's one of the major 00:03:01.915 --> 00:03:02.849 steps we're gonna take. 00:03:03.449 --> 00:03:04.584 Of course we didn't stop at 00:03:04.684 --> 00:03:06.319 ITSM, IT Service Management. 00:03:06.753 --> 00:03:08.154 I think you, Johan, you can tell us a bit 00:03:08.154 --> 00:03:10.757 about the other side of service management 00:03:10.823 --> 00:03:12.792 So given the good experience 00:03:12.792 --> 00:03:13.826 we already had in IT. 00:03:14.427 --> 00:03:16.429 Started with the first pilots, which 00:03:16.429 --> 00:03:18.765 was on product complaints, which 00:03:18.765 --> 00:03:20.967 we realized, and then the second 00:03:21.034 --> 00:03:23.069 big one on the primary process of 00:03:23.069 --> 00:03:25.138 introducing new retail products. 00:03:25.171 --> 00:03:27.073 Deloitte took the lead in that project 00:03:27.340 --> 00:03:29.842 to realize that very important process 00:03:29.842 --> 00:03:32.679 for us and that went very successful. 00:03:32.712 --> 00:03:33.580 We are now. 00:03:33.713 --> 00:03:36.583 Together with IT, in order to build 00:03:36.583 --> 00:03:39.219 further on a very good fit for future 00:03:39.219 --> 00:03:42.889 foundation to extend to yet a lot of 00:03:42.956 --> 00:03:46.059 other processes in our retail company. 00:03:46.659 --> 00:03:48.494 Well, very happy to pick up on that 00:03:48.494 --> 00:03:50.230 because in indeed we said about where 00:03:50.230 --> 00:03:52.198 we are and how we came to this place. 00:03:52.799 --> 00:03:53.800 What is the next thing? 00:03:53.800 --> 00:03:55.768 What is the bold dream that is 00:03:55.768 --> 00:03:57.570 ahead of you and what can we realize 00:03:57.570 --> 00:03:59.005 together in the coming years? 00:03:59.172 --> 00:04:00.640 I think Johan you used to call it 00:04:00.673 --> 00:04:03.076 always out from IT is going deep with 00:04:03.076 --> 00:04:04.711 ServiceNow and the idea stuff from an 00:04:04.711 --> 00:04:06.279 IT point of view, we're gonna support 00:04:06.713 --> 00:04:09.115 the majority of our primary processes. 00:04:09.315 --> 00:04:11.017 So we're going to, today we have ITSM. 00:04:11.451 --> 00:04:12.919 We're going to implement ITOM, we're 00:04:12.919 --> 00:04:14.687 going to implement ITAM, we already 00:04:14.687 --> 00:04:16.356 have a bit of field service management. 00:04:16.356 --> 00:04:17.857 We're going to extend further on that. 00:04:18.424 --> 00:04:20.860 So basically, the backbone of our 00:04:20.927 --> 00:04:23.162 service management processes will be 00:04:23.162 --> 00:04:24.797 supported by ServiceNow in the future. 00:04:24.864 --> 00:04:25.231 Yes. 00:04:25.231 --> 00:04:28.868 So meaning extending to different 00:04:28.868 --> 00:04:30.903 processes in different brand contexts. 00:04:31.137 --> 00:04:31.938 The first. 00:04:32.105 --> 00:04:34.574 Big one is HRSD implementation. 00:04:34.574 --> 00:04:35.908 So that's the first on our 00:04:35.908 --> 00:04:38.111 plates, which we will be doing 00:04:38.111 --> 00:04:39.746 in the next couple of months. 00:04:39.779 --> 00:04:43.049 There we are also supported by Deloitte's 00:04:43.082 --> 00:04:46.052 experts who have a lot of skills and 00:04:46.119 --> 00:04:48.888 implementation experience in HRSD, so they 00:04:48.888 --> 00:04:52.025 are very welcome to help us realizing that 00:04:52.191 --> 00:04:54.961 big project and we will not stop there. 00:04:55.028 --> 00:04:57.196 Then we will look at other, what 00:04:57.196 --> 00:04:58.965 we call chain processes, which 00:04:58.965 --> 00:05:01.534 are really for primary retail 00:05:01.534 --> 00:05:04.671 processes like campaigning but also 00:05:04.671 --> 00:05:07.240 procurement supply chain processes. 00:05:07.240 --> 00:05:10.109 So we will apply our knowledge in 00:05:10.109 --> 00:05:12.745 our first good realizations and try 00:05:12.745 --> 00:05:14.847 to, I would say copy paste them. 00:05:14.847 --> 00:05:15.848 But of course there will be 00:05:15.848 --> 00:05:18.151 variants, but extend them really 00:05:19.018 --> 00:05:21.120 and scale up at a big scale. 00:05:21.154 --> 00:05:23.056 So what I hear is a very solid IT 00:05:23.056 --> 00:05:25.525 base across the entire spectrum. 00:05:26.092 --> 00:05:28.061 Be best in breed, and then extending 00:05:28.061 --> 00:05:29.662 all those nice workflows across the 00:05:29.662 --> 00:05:31.731 organization to make sure we cover 00:05:31.764 --> 00:05:33.166 it throughout the entire enterprise. 00:05:33.166 --> 00:05:34.334 That's the idea. 00:05:34.934 --> 00:05:35.468 Perfect. 00:05:35.501 --> 00:05:35.835 Great. 00:05:36.703 --> 00:05:37.670 Well, thank you very 00:05:37.670 --> 00:05:38.204 much for this nice chat. 00:05:38.204 --> 00:05:39.138 much for this nice chat. 00:05:39.672 --> 00:05:41.207 Let's look forward also towards the 00:05:41.207 --> 00:05:42.909 next Knowledge and also maybe happy 00:05:42.909 --> 00:05:43.943 to co-present next year at Knowledge. 00:05:43.943 --> 00:05:45.044 to co-present next year at Knowledge. 00:05:45.078 --> 00:05:46.646 Let's let's make a target of that 00:05:46.679 --> 00:05:49.115 To get our targets set indeed 00:05:49.282 --> 00:05:51.117 and our horizons met on what we 00:05:51.117 --> 00:05:52.819 have achieved in the year to come. 00:05:53.219 --> 00:05:53.786 Thank you very much. 00:05:53.886 --> 00:05:53.920 Okay. 00:05:54.287 --> 00:05:54.620 Thank you. 00:05:54.887 --> 00:05:55.988 Thank you, Ruben.