Businesses view ServiceNow as a crucial platform for digitizing workflows and providing excellent customer and employee experiences. However, due to the limited capabilities of their ServiceNow maintenance group, many enterprises are unable to achieve optimal return on investment.
Organizations must remember that ServiceNow implementations and subsequent updates link to the bottom line. These solutions are only as robust as their economic value. As such, management teams should consider developing a list of best practices to boost the ROI of their ServiceNow platforms.
How to Estimate ROI
Return on investment (ROI) is a key performance metric (KPI) that all businesses should track closely. A logical first step in maximizing ROI is managing operational costs through effective use of the ServiceNow platforms. Organizations should be mindful of available improvement models and mechanisms for tracking expenses related to front-to-back customer services.
Businesses can measure ROI more accurately by utilizing clean data exchangeable between applications. This process involves capturing crucial, quantifiable data points across specific periods as they happen, instead of analyzing and scrubbing data retroactively.
Organizations should also execute a thought-out process that defines tasks and identifies their roles in the overall business objective. Understanding those tasks’ inputs and outputs and how they benefit the company is also crucial.
ServiceNow provides customers with a business value calculator that helps approximate ROI, which you can access here.
Ten Best Practices for Improving ROI for ServiceNow
- Establish a solid service strategy. Most businesses already utilize a mechanism to handle client complaints, but ServiceNow provides tools that improve responses to and resolutions for those complaints. However, ServiceNow cannot develop a company-specific customer service plan automatically. Instead, it requires human intervention such as an awarded implementation partner. Departments might start by assessing the existing service process and identifying their business needs to get the most out of the implementation.
- Building a compelling business case. Once an organization has developed a strategy, they should next approach the stakeholders who must sign off on the idea. Businesses can prepare a detailed roadmap, assessment, and cost-benefit analysis based on their specific needs for stakeholder review and approval.
- Phase-wise Implementation. Businesses should choose a phase-wise deployment approach to facilitate the evaluation of all interconnections and dependencies between ServiceNow products and processes during implementation.
- Creating a timeline for concentrated efforts. Businesses should identify short and long-term objectives during the planning phase, including developing a platform timescale and reviewing the already used technology.
- Align People, Processes, and Technology. ServiceNow success is contingent on more than a seamless installation, and technology is only part of the entire implementation process. How people and processes align with ServiceNow solutions substantially affects customer service and customer experience quality. Organizations might begin by defining and assessing goals to ensure that all aspects of the customer service process are in sync.
- Consider the many aspects of organizational change and procedures. A well-planned strategy for IT delivery that does not compromise the quality of the organizational transformation is critical to long-term ROI objectives. These goals might include personnel changes, structural reorganization, and company-wide strategic transformations.
- Avoid too much platform customization. Companies must be careful not to over-engineer code in silos based on individual department needs at the expense of broader firm-wide goals. Instead, departments should work together to leverage ServiceNow features fully and optimize their added value.
- Drive User Adoption. User adoption is critical to the success of any technology implementation. Users must be involved in the early stages of ServiceNow installation to ensure successful adoption. By incorporating users, businesses gain valuable insights into their needs and assist them in better understanding ServiceNow capabilities.
- Re-evaluate the strategy regularly. It is critical to assess the customer service process and the corresponding role of the ServiceNow platform to fully leverage a ServiceNow implementation. Business and customer services evolve constantly, and organizations must update processes and technologies accordingly.
- Seek advice from an expert. Plans for maximizing ServiceNow ROI is not a part-time project or afterthought for in-house IT teams. Companies should view and treat them as a critical business metric, and management should consider enlisting a ServiceNow technology expert to oversee the rollout. This partner should have comparable industry experience in such digital transformations and identify an operation’s specific business activities to map out a strategic path for the ServiceNow migration.
Let Cask and ServiceNow Help Boost Your ROI
ServiceNow is critical in assisting organizations in simplifying project completion and unifying digital workflows for a better overall business experience. Choosing to invest in onboarding the platform is a sound decision that puts you on the path to a successful digital transformation.
In addition, a well-planned ServiceNow implementation can save businesses significant sums in operational expenses. However, doing so means following best practices and enlisting the assistance of a qualified ServiceNow partner in the design and execution of these implementations.
Request a quote today and learn how Cask can help you maximize your ServiceNow ROI without compromising on implementation or performance quality.