Are you overwhelmed by low returns on your investment in IT service management, which is run by conventional approaches? You're not alone.
A recent survey showed that most business teams find their current ITSM systems are overly complicated and, consequently, detrimental to employees' productivity.
ServiceNow implementation can now be accessed through inMorphis, a ServiceNow-invested partner. In the right hands, this tool allows you to streamline your processes, improve efficiency, and align your IT strategy with the overall business strategy.
ITSM optimization is no longer optional—it's crucial. Discover how inMorphis can unlock unparalleled value, transforming your ServiceNow platform into a powerful tool for innovation and business growth, yielding maximum ROI.
Challenges That Could Be Hurting Your ROI
Your business is likely grappling with significant barriers to truly optimized ServiceNow ROI and maybe using older, complex ITSM systems. These systems may turn into bottlenecks, hindering your performance and limiting the attainment of your business goals.
- The most frequent problem is the lack of user adoption. When systems are not easy to use or need to be learned, employees cannot use them effectively, causing inefficiencies in the workplace.
- Another issue is the high expense associated with maintenance and upgrading of these systems. Over time, businesses generate a lot of custom code and integrations that are hard and costly to sort out across the organization.
- Lastly, when ITSM systems are not aligned with the business strategy, it is impossible to measure the return on investment. If the Change Management team is unable to quantify the effectiveness of their IT investments.
In a recent survey conducted on 1000 IT Leaders by businesswire , 68% of respondents reported that their current ITSM systems are burdensome, with longer incident response time, unsolved tickets, and dissatisfied users.
How inMorphis Can Help You Overcome These Challenges
The ServiceNow platform isn’t just an IT tool; it’s a comprehensive solution for managing your organization’s operational processes in line with your strategic goals. Here’s how a ServiceNow partner can help you tackle these challenges:
- Simplify Operations: It can reduce custom code requirement by 50%, by reducing the maintenance cost by 30% and the time required to deploy it by 25%.
- Boost Productivity: Both time and effort on a task can be reduced or minimized through ServiceNow’s automation, causing your team to be more productive in various departments.
- Enhance User Experience: From the perspective of SLA compliance, incident management, and the graphical user interface, this action will facilitate easier usage for your team.
- Track and Measure Success: With the ServiceNow platform, you can set and track the critical value metrics to ensure maximum ROI tracking improvement, which can go up to 50%. Reporting and analytics provide real-time tracking and clear presentation for executive and management consumption.
Best Practices for Implementing inMorphis + ServiceNow Products
Best Practices for Implementing inMorphis’ Digital Solutions
The initial implementation of ServiceNow and maintaining its effective performance can be challenging. Some ways to enhance the ServiceNow user experience with inMorphis are:
- Clearly Define Your Goals: It is essential to set objectives that are specific and measurable for ServiceNow and that will fit your business objectives.
- Assemble a Skilled Team: Ensure that your team comprises individuals with profound expertise in the ServiceNow platform and your specific industry.
- Prioritize Needs: This paper recommends that the leader focus on critical areas that will facilitate proper implementation.
- Limit Customization: Use simple functions where a "black box" approach is possible to minimize the realization complexity and price.
- Implement in Phases: To minimize disruption and enhance adaptability during each phase, the implementation should be broken down into stages.
- Invest in Training: This benefits the team when working on specific projects requiring ServiceNow since they can resolve all issues, leading to the application's better adoption and return on investment.
- Monitor and Improve Continuously: It is advisable to evaluate the performance of the platform in each period and for any necessary changes to be made for it to meet the changing business requirements.
ServiceNow implementation can be disruptive but valuable. Challenges related to time, money, or success may cause self-doubt. The study conducted by the Boston Consulting Group brings out the information that approximately 70% of digital initiatives fail to meet the intended objectives.
Case Study: Maximizing ROI with ServiceNow Customer Service Management (CSM) Through inMorphis
A leading supply chain management software chose ServiceNow to revamp customer service and boost ROI with inMorphis. Within six months, the company achieved a 167% ROI using ServiceNow CSM.
Challenges
The company faced several operational challenges, including unresolved cases, a large caseload, and long resolution times. These issues negatively impacted customer satisfaction and profitability.
Solutions by inMorphis
The transformation brought about by inMorphis and ServiceNow CSM delivered measurable improvements across several key metrics:
- 51% Enhanced Customer Service Consistency: The firm saw a significant improvement in delivering consistent service across all customer interaction channels, fostering better coordination among service teams.
- 46% Reduced Response Times: Automated inquiry handling and prioritization allowed faster issue resolution, increasing customer satisfaction and loyalty.
- 36% Increased Operational Efficiency: With automation in place, the firm reduced manual tasks, allowing service agents to focus on higher-value interactions while minimizing the risk of errors.
- 21% Improved Customer Insight: Advanced analytics gave the firm deeper insights into customer behavior and preferences, enabling personalized service delivery and strategic decision-making.
Results
Competently applying ServiceNow CSM enhanced company functions and customer relations, leading to higher Customer Satisfaction (CSAT) and reduced churn. These improvements resulted in a tangible and sustainable increase in ServiceNow ROI with inMorphis.
Conclusion
Maximizing ROI from ServiceNow implementation isn't just about deploying the platform. It's about aligning it with your business objectives, investing in proper training, and continuously monitoring and improving its performance. Your internal team may have a strong knowledge of your business. However, our team of experts can help you optimize your implementation so that it is smooth, effective, and delivers long-term value.
Don't leave your ROI to chance. Partner with inMorphis, a ServiceNow invested company, to optimize your implementation and unlock the full potential of your investment. Contact us today to get started on your journey to maximum ROI.
References:
1. Source Survey (https://www.businesswire.com/news/home/20151215005606/en/ServiceNow-Launches-Service-Aware-IT-Operations)
2. BCG (https://www.bcg.com/news/13september2023-five-ways-to-beat-odds-on-digital-transformation#:~:text=However%2C%20BCG%20research%20has%20found,that%20succeed%2C%E2%80%9D%20he%20writes.)