From its earliest days as a hardware storage supplier, providing industry-leading customer service has been a top priority for the client. And its importance has only grown as the company evolved into a data storage service provider supporting thousands of large and smaller businesses. Most customer support calls are quickly routed to engineers with the technical knowledge and experience to address the most challenging problems. But as the company grew, maintaining this level of service became more difficult. Constant upgrades and customizations to the existing customer service platform were already making it hard to use, requiring engineers to search through multiple forms and fields. The same changes and adaptations had also made the system less stable and costlier to manage. And with a rapidly growing customer base and an expanding array of products and service models, scalability was a growing concern.
A heavily customized CSM system
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Replace aging applications that differed across divisions and subsidiaries
Reduce manual, disparate processes freeing up more resources for advanced analytics
Enable enhanced reporting and make it more widely available across the enterprise
Act with greater speed and agility to capture value in acquisitions
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Company-wide
opportunities
Process hundreds of thousands of transactions per month with greater efficiency
Reduce 10,000+ manual journal entries per period
Decrease >3-week close
Shorten the >3-month annual budgeting cycle
Provide better support for a growing e-commerce business
Control rising finance function costs and derive greater value
Finance
opportunities
Reduce 10,000+ manual journal entries per period
Decrease >3-week close
Shorten the >3-month annual budgeting cycle
Provide better support for a growing e-commerce busines
Control rising finance function costs and derive greater value
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Improve technical capabilities to keep pace with increased hiring needs
Reduce dependence on IT and tech resources for supporting and enabling continuous compliance with more than 800 collective bargaining agreements
Unify and automate workforce administration processes across the enterprise
Eliminate the need for employees to learn new systems and interfaces as they move from recruitment to training to managing benefit
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HR
opportunities
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For customers, the new KPMG and ServiceNow CSM solution offers faster, more agile support enabled by improved workflows and customer engagement capabilities. For the engineers handling support calls or online service requests, the system provides an enhanced User Interface, highly intelligent case routing, and a connected solution integrating more than 15 different applications. And unlike the old, highly customized CSM platform, ServiceNow delivers these improvements straight from the box, reducing maintenance costs and enabling greater scalability.
A better experience for customers—and customer support teams
Developed all the necessary processes to support a single, modernized digital platform serving the entire enterprise
Migrated 290,000 employees from legacy systems to Oracle Cloud
Increased insight-driven decision making across functions, driving performance and growth gains
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Company-wide
success
Decreased balance sheet reconciliations
by 85%
Achieved a consolidated retail and
corporate close within a shortened period
Reduced the types of P&L statements from 100+ to 4
Reduced operations costs across the board
Enhanced availability of data-driven insights that help to capture maximum value during acquisitions
Achieved a consolidated retail and corporate close within a shortened period
Reduced the types of P&L statements from 100+ to 4
Reduced operations costs
across the board
Enhanced availability of data-driven insights that help to capture maximum value during acquisitions
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Finance
successes
HR
successes
Deployed a custom application for union-rule processing enabling a single HCM platform to administer benefits to all employee populations under 800+ complex union agreements
Created a digital-first, digital anywhere experience resulting in higher employee engagement
Reduced new-hire onboarding time
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Reduced new hire onboarding time
Streamlined and improved the process integration of new employees post-acquisition
Integrate processes and technology across the employee lifecycle from recruiting through compensation and performance
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One lesson learned from the CSM technology transition is that ServiceNow’s capabilities make it more than just a good option for managing back-office information technology (IT) services or customer service. Because it can be integrated with technology from other sources, it functions more like a platform than a single-function solution. Recognizing this, the client is working with KPMG to integrate ServiceNow within a broader Enterprise Resource Planning (ERP) transition and building enhanced automation and integration capabilities.
Continue to enhance analytics-driven planning and forecasting
Optimize the supply chain
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Company-wide
vision
Achieve a continuous, virtual accounting close
Achieved a consolidated retail and corporate close within a shortened period
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Finance
vision
HR
vision
Establish a continual feedback-and-improvement loop based on quarterly HR reports from the field and deployment of new capabilities
Migrate payroll, benefits, and absence management to Oracle cloud for 2023
Insource benefits administration
Customer service and more
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