How Sutherland and ServiceNow can accelerate your Digital Transformation

As a new decade begins, digital transformation has become the main catalyst and business goal for organizational process initiatives. Digital transformation is a journey, and it's not an easy one, it's one that you need to absolutely prepare for. Many organizations have failed implementing digital transformation.

In this new normal with the COVID-19 pandemic, the workplace and the way businesses operate have fundamentally and rapidly changed. Businesses are being challenged to uncover ways to quickly take out cost from IT operations, improve resilience of critical business processes, and provide great experiences for both employees and customers. This is no easy feat -as many enterprises are being held back by fragmented, legacy technology and siloed systems that can’t deliver modern, digital experiences. For some businesses, the COVID-19 pandemic could be a catalyst for change whereas for some it can be a time to hit the reset button.

To adapt to our new way of working and digitally transform, businesses need to orchestrate all of the complex workflows within their enterprise. Not only that, but they need to enable existing systems and processes to work better together anytime, anywhere, in any environment. They need a platform that delivers great experiences, so employees work the way they want to and customers get what they need, when they need it. ServiceNow can help.

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers across industries from financial services to healthcare, achieve greater agility through transformed and automated customer experiences for over 30 years.

What’s ServiceNow?

ServiceNow is the fastest-growing enterprise cloud software company in the world above[ $1 billion. Founded in 2004 with the goal of making work easier for people, ServiceNow is making the world of work, work better for people. For more information, visit www.servicenow.com.

ServiceNow provides service management software as a service by way of a single data model enterprise cloud platform. The company specializes in IT services management (ITSM), IT operations management (ITOM), IT business management (ITBM), Customer Service Management (CSM), Human Resource (HR), Security Operations (SecOps), Governance Risk and Compliance (GRC) etc.

• Sutherland + ServiceNow - Sutherland has partnered with ServiceNow as a Managed Services Provider (MSP) to bridge the gap between technology and people by connecting the dots with years of experience and competent expertise. Sutherland is a Premier Partner encompassing the Technology, Service, and Service Provider modules within the ServiceNow partnership program.

By learning about what you do and how you do it, Sutherland can customize ServiceNow to suit your specific needs at the right price. Sutherland uses the cloud-enabled ServiceNow platform and aligns it with the business outcomes of our clients.

How Sutherland leverages ServiceNow for Digital Transformation

Drink the champagne, eat your own dogfood...whatever phrase you prefer, we’re doing it. Digital transformation is embedded in Sutherlands DNA and permeates our Enterprise Business Services practice. Transforming one’s IT processes is critical to the success of your business in today’s highly competitive and fluid business environments. Sutherland is not only an MSP for ServiceNow, but also a customer going through our own IT transformation with ServiceNow in 2017.

Sutherland faced major challenges with their legacy ITSM Tool in 2016. The ITSM tool offered less features and capabilities and was difficult to integrate with other applications. There was a need to increase ITSM efficiency, agent productivity and enhance customer experience. The goal was to transform Sutherland from a people centric to human centric one. ServiceNow was chosen as the platform for Enterprise Transformation in 2016 and was implemented in Jan 2017.

We didn’t believe in “more for more” but “bigger for better” which was our philosophy for ServiceNow Implementation. We were able to apply frugal engineering to our process – redefine some off them and identify gaps in the existing processes.

And after 3 years, the results have been significant:

• 45% Increase in Service Level Agreement (SLA) met levels across all functions.
• The Average Resolution Time for a ticket reduced by 85% through integration and automation.
• Our Customer Satisfaction Level increased by 40% via self-service and omnichannel capabilities.

 These are just some of the numbers achieved since undertaking our digital transformation with ServiceNow.

Now it’s your turn. But you don’t have to go it alone. Sutherland and ServiceNow has helped many organizations successfully transform the way they operate so that they can thrive in today’s digital age. I’m sure you have a list of critical priorities you are looking to solve for, and we would love to help.

@Ravichandran Rajendran @Jacinth J Daniel @Laxman kumar Subramanian @Johnson Palamkuzhiyil @Bharat S Raj @Venugopal Arcot @Goutam Sankar Behera @Arun Balasubramanian @Rubal Sahni @Ashwin Ramesh @Kris Booth