WEBVTT

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Welcome to Deloitte’s From
Insights to Impact series.

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My name is Peter Grydgaard.

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I'm leading our Nordic ServiceNow
practice, and I'm here with Mervi from

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UPM, and we are going to talk a little
bit about UPM's ServiceNow journey.

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Thank you, Mervi, for joining us.

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First of all, what does UPM do?

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UPM is a forest company.

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We are working in 43
different countries.

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We have 16,000 employees trying
to do sustainable business.

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You've also implemented ServiceNow.

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Talk us through what do you use
it for, and what's the size of it?

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We actually started to use ServiceNow

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2014 already, then IT actually joined
our instance a little bit later.

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We have also HR now using it.

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We have Legal using it, and then we have
Integrated Risk Management using it.

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And how many users do
you have on the platform?

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All the employees. And also, of
course, quite a lot of our vendors

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and customers. So I would say
that's about 25,000 users in total.

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We've worked together for a number
of years now, both on projects but

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also on operating the platform.

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Let's talk about the projects.

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Could you give a couple examples
of important transformation

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projects that we've done recently?

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Yeah, first of all, finance.

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We started with finance, so
it needed some modernization.

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I think that the finance project
was more about modernization on the

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technology inside ServiceNow,
but it actually gave us also quite

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a lot of automation in place.

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We are having there 150,000 emails coming
from the customers, automating that.

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I think that was the biggest goal there,
and then we have the integrated risk

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management actually joining the platform.

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The other project that we have
actually done together, really

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doing something that we do manually,
again, automating that and having the

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transparency on risks in our company.

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We talked about the
implementation projects.

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After that, the platform needs
to be continuously updated,

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maintained, and operated.

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Can you talk about how does 'good'
look like for UPM in that area?

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With Deloitte, we started actually two
years ago about doing the AMS services

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together, and since that, we have
been able to put our incident down

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about 30, almost actually 40 percent.

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That gives also opportunity to us to do
proactive maintenance to our environment,

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and that has been the best part.

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What we are looking for
is a healthy platform.

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Everybody's talking about AI.

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What is the role of AI at UPM?

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It has a big role in UPM, we even
have our own AI program in place.

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In services, I see a
big, big role on that.

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It improves quality, it gives
us opportunities to have faster

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services for our clients and UPMers,
and it also has a big effect on

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when we are really connecting
cross-functional services together.

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So one of the hottest topics right
now in the market is Moveworks.

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Are you considering that at UPM?

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Yes, absolutely.

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We are looking at that right now.

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Our end users want to find
everything in one place.

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They don't want to jump,
click, go forward any longer.

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They want to find the answer
right away, and of course, that

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could be a solution for it.

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Thank you very much for joining
us, Mervi, and see you next time.