Client Challenge
The client’s internal and external customers and vendors needed to maintain lists of postboxes, systems and passwords to interact with different support, service delivery or customer relations teams. The client’s shared-service and back-office employees worked out of multiple interfaces, their systems lacked interoperability and automation and their enabling data was fragmented and unstructured. As ticket volumes grew, teams were unable to meet the demand which affected customer satisfaction. The client entrusted Deloitte to transform service operations and create experiences that delighted customers, vendors and employees.
The Solution
Deloitte addressed these challenges through an agile and collaborative implementation of a ServiceNow business application, integrated with other out-of-the-box ServiceNow applications and external systems of record such as SAP ERP, Ariba, Fieldglass, CRM and SuccessFactors to provide:
- A single one-stop-shop for external customers and vendors to manage master data like contacts and payment methods, submit requests/queries such as account reconciliation, financial statement checks, invoice verification and get support
- A single one-stop-shop for internal customers to manage customer details, submit requests such as manual journal entries, fixed asset add/change/dispose, financial reporting, intercompany accounting and more
- Always-on, intelligent and personalised experiences; end-to-end process with variations by geography
- System built to maintain process integrity and streamline auditing
Value Delivered
- Automated or deflected approximately 20% of internal case volumes and 67% of external case volumes
- Localised instance in 8 languages (English, French, German, Chinese, Japanese, Russian, Spanish and Brazilian Portuguese)
- Clearly measurable service-level agreements (SLAs) and sophisticated key performance indicator reporting
- Increased both customer/vendor satisfaction and employee satisfaction