Implementing new technology for organizational change can be a daunting task, and often difficult to maintain. According to a McKinsey survey, only 56 percent of respondents reported that their organization had met its transformational goals, and only 12 percent that met their goals were able to maintain them over three years. For companies that do follow through on their goals, however, there is a big reward—those that maintained the organizational change saw twice the rate of financial growth as other respondents.
For companies looking to take advantage of ServiceNow’s many products that can transform an organization’s productivity and growth, the idea can seem overwhelming. A recent episode of The Distillery dove into how one company was able to buy into adopting and implementing offerings from ServiceNow.
Derek Nohr is director of ServiceNow at Avalara, a financial technology company that automates tax compliance. He talked about how ServiceNow improves a multitude of processes at Avalara and how it can help drive business growth. Derek has more than 23 years of experience working in technology in defense, aerospace, and healthcare, as well as financial technology at Avalara. He brings a wealth of insights into how ServiceNow can help companies through a variety of services. Here are some of the key takeaways.
ServiceNow’s impact at Avalara
Derek says ServiceNow has had an impressive impact at Avalara. One of the key advantages is its ability to serve as a comprehensive business platform, automating various business processes across different departments and organizational structures. ServiceNow allows Avalara to bring fragmented systems into one place and automate processes throughout the company to improve efficiency. As a result, the help desk has been able to maintain its headcount, even as the company has grown by nearly double in just a few years.
ServiceNow is a versatile platform that can be used to create innovative solutions tailored to specific business needs, Derek says. This adaptability allows companies to scale their operations effectively while maintaining a high level of automation and standardization, ultimately driving business growth and success.
Finding the right platform
Derek says companies commonly begin using ServiceNow with its IT Service Management, or ITSM, platform. Avalara began its ServiceNow journey with ITSM and Safe Workplace, then continued to expand its platform use with Human Resources Service Delivery (HRSD), Security Operations (SecOps), and Incident Response Management (IRM).
Derek compares ServiceNow’s vast array of platforms to Lego bricks. ITSM is just one of the Lego bricks ServiceNow offers, but bringing in more bricks leads to a much more impressive and useful product. Derek emphasizes ServiceNow’s versatility as a business platform, enabling cross-functional automation and streamlining processes across departments. While the conventional IT service management system is incredibly useful on its own, determining what other modules can be put to use is key to maximizing ServiceNow’s potential.
Driving adoption and engagement
Adopting new technology is often a difficult task for companies. Many factors contribute to this hesitance, whether it be an organizational culture that is resistant to change, fear of losing jobs or responsibilities, lack of funding, or other issues. Derek says communication throughout the process with different stakeholders is vital to making a change. Implementing new ServiceNow modules at Avalara was not a matter of pushing a new system on people, but rather addressing pain points and showing how workflows and processes would be easier and more efficient. “I’m not bringing them work,” Derek says. “I’m taking work away through automation and through a consistent platform.”
Once a new system has been put in place, it is important for everyone to remain engaged and communicate clearly about what is working and what needs they still have to address. At Avalara, stakeholders continue to meet quarterly to maintain a strong relationship between team members and understand how to provide the best support moving forward. Derek emphasizes the need for proactive communication, stakeholder meetings, and ongoing collaboration to drive successful outcomes.
Building a team
A team that functions well is more powerful than the individuals that make up that team. Google’s Project Aristotle study showed that teams that work together well often produce the best results, despite the different personalities and skill levels of the individuals. Ensuring success with ServiceNow starts with assembling the right team, whether it means sourcing team members internally or finding external partners.
Derek says building the right team allows the company to leverage diverse skill sets to drive innovation. Some team members may be experts at navigating ServiceNow, while others have in-depth knowledge of legal practices or facilities maintenance. Together, the team is able to create a strong team with a wide knowledge base.
At the same time, this internal team might not have the expertise to bring in a new module. While having a skilled group of internal team members is vital to the organization’s ongoing success, Derek says there is value to developing strategic partnerships with service providers, emphasizing the value of industry expertise and best practices in accelerating adoption of a new platform.
Embracing innovation
Along with the existing out-of-the-box and customizable tools ServiceNow has to offer, several new modules are under development to take advantage of technology like artificial intelligence. Derek says he is excited about some of the new services, including some that Avalara is helping to test, like Now Assist. Adding artificial intelligence to ServiceNow’s low-code/no-code capabilities will make the platform even more accessible to users, Derek says. Text-to-code and artificial intelligence will not only make expert coders’ jobs easier, but they will also enable average users with no coding experience to quickly set up powerful workflows.
Derek Nohr’s experience at Avalara offers valuable lessons for organizations that are getting started with ServiceNow. By finding the right technology to meet business objectives, fostering a culture of change, and embracing innovation, companies can unlock their full potential and drive sustainable growth.
We’re with you for what comes next
You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.
Let's navigate the future together.
Drive growth with ServiceNow solutions
Discover how ServiceNow can transform your business with innovative solutions. Learn more about Cask’s partnership with ServiceNow, and how we can help you succeed in driving growth at your own organization.
We’re with you for what comes next
You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.
Let's navigate the future together.
LET'S INNOVATE
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