ServiceNow, the digital workflow company, has released the Now Platform Rome, capable of delivering hundreds of innovations designed to empower organisations to adapt to the hybrid work era – evolving business models, managing the employee fatigue crisis, and scaling automation and app development across the enterprise.
With a customer base representing nearly 80% of the Fortune 500, ServiceNow helps organisations across industries and geographies meet the challenges and opportunities of a new world of work. As the global economy expands at its strongest post-recession pace in 80 years, the Now Platform Rome release gives these companies the tools they need to quickly create agile work environments, deliver compelling customer and employee experiences.
“The rapid onset of hybrid work has accelerated the digital imperative and forever changed 21st century business models,” said Chirantan ‘CJ’ Desai, chief product and engineering officer at ServiceNow. “Our customers need digital platforms that enable seamless, compelling employee and customer experiences in any environment, and help them stay agile, resilient, and productive. With our latest release, ServiceNow is workflowing solutions to help businesses navigate work moments that matter in a new economy.”
New employee-focused solutions, delivered via a unified employee experience platform, allow organisations to create simple, engaging employee experiences from anywhere, so employees can navigate work moments that matter with ease and confidence.
New and enhanced solutions include:
Employee Centre serves as the digital command center for the hybrid workforce. It provides a single, connected interface for employees to quickly and easily find personalised information, complete tasks, get help and request services across departments – including IT, HR, facilities, procurement, and legal – all in one place.
Employee Centre reduces the time it takes employees to look for help and reduces application fatigue by integrating necessary information in one place. Organizations can easily curate information and services into dynamic, personalised topic pages that make it easy for employees to find the answers they need.
Employee Journey Management guides employees through the moments that matter with connected experiences for cross-departmental journeys like onboarding, work transitions, and offboarding. It also empowers HR teams and managers to personalise resources, plans, and needs – all on the same platform.
The shift to hybrid work, compounded by widening talent shortages, are accelerating automation across the enterprise. Automation at scale will be an imperative for 21st century businesses to alleviate employees from managing mundane tasks and free them up to focus on projects that drive business value.
With the Now Platform Rome release, ServiceNow brings powerful new AI and automation capabilities that empower IT teams to work smarter, simpler, and more efficiently from anywhere:
Automation Discovery identifies the top ten opportunities for automating work from more than 180 topics with ServiceNow applications, such as Virtual Agent, Auto Routing, and Agent Assist.
Health Log Analytics Enhancements helps detect issues before they occur and impact users, as well as automates issue resolution.
Every company is now a software company, reinventing and creating new business models with digital products and services. In the hybrid world of work, employees and customers need access to critical business apps from anywhere via mobile.
To address the needs of an increasingly on-the-go workforce, ServiceNow is introducing Mobile App Builder, allowing developers to rapidly build and configure engaging mobile apps for iOS and Android with a single intuitive interface, enhanced functionality, and guided experiences.
Organisations must be able to scale service operations to deal with heightened customer expectations and requests, providing customer service agents and teams with the information they need to resolve customer requests quickly, from anywhere and on one platform.
The Now Platform Rome release helps businesses across every industry solve issues fast and deliver better customer experiences. The new Customer Service Playbooks: Focused Layout enhances the user experience and allows agents to resolve issues fast, so they can focus on key process tasks and data that drive better business outcomes.
“In the last few years, ServiceNow has become one of the main platforms to drive digital transformation and to consume digital processes at Mercedes-Benz,” said Mishel Podolskis, Head of the Mercedes-Benz ServiceNow Platform. “The user experience of our employees is of central importance for a goal-oriented, efficient transformation. Employee Centre will take us to a new level of evolution and allows employees a single view to consume a variety of services.”
Nathan Hopkins, Product Manager, Digital & Technology at Kiwibank, added: “We’re seeing significant value from the Now Platform as we continue to streamline, standardise and digitise processes across the organisation, and are redistributing saved productivity minutes into higher value activities daily with ServiceNow. We’re looking forward to ServiceNow’s continued investment in Playbooks and our future use of these, especially in Customer Service Management to help drive growth, increase productivity and strengthen business resilience.”
The Now Platform Rome release is now available in most parts of the world.
