The world works with ServiceNow
Q . ANY CASE STUDIES YOU CAN SHARE ?
» We helped a bank in the UK to transform the direct debit payment process . When you ' re creating a debit process , if you make a mistake with the wrong account number or the amount , that ' s very disrupting to people , right ? If you ' re , let ' s say , on a low income and you make a mistake , you attract 400 pounds to the wrong person . That , emotionally , is really hard , and it could take up to three days to reverse that issue and resolve the situation – the bank takes thousands of calls about this type of thing .
We built an out-of-the-box implementation of ServiceNow that enables them to automate the whole process . So , now , 87 % of the cases are automated .
This helps minimise mental health issues and , from a competitive standpoint , the employees of the bank can actually compete on service because they can focus on additive value .
Q . CAN YOU EXPLAIN YOUR PEOPLE-CENTRIC APPROACH ?
» I always like to say that if I have a hundred brains in the room , why would I be the only one thinking ? So if I have a problem to solve , I ask people what they think and how would they solve this ?
Secondly , it ' s about understanding people . Sometimes an employee might not perform , but then actually ask them what ' s going on , maybe it ’ s that problem at home ? We all have good days and bad days . A good measure is when we got the number one place to work at Glassdoor . I ' m just lucky that I can work with these employees and help connect them .
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