We held our first special interest group (SIG) for customers who replaced their corporate intranets with the ServiceNow Platform. This is a major trend with ServiceNow customers as Digital Experience leaders and Corporate Communications partner with IT & HR to simplify the digital technology landscape for employees. One element was common across customers: Employees are provided one place to go to receive and share news, find information and answers, access enterprise functional systems, and request help via the ServiceNow Digital Experience Platform.
Among the three customers who presented their journeys during this meeting, other common elements emerged.
- Each customer overcome the legacy impression of an IT-only service portal, by proving that the ServiceNow portal may be beautiful, simple, and personalized.
- Each organization partnered with Corporate Communications to break down silo's and create a singular digital experience for their employees.
- Each customer utilized the power of targeted communications, campaigns, and knowledge to personalize the experiences. By placing answers and links into contextual knowledge articles and relying on the power of search, they were able to keep their portal pages clean and uncluttered (i.e. no link farms, no flea markets).
- The customers all created topic pages and departmental pages with delegated content management, so that the owners of those pages could manage the content themselves without help.
- Each customer leveraged the engagement analytics across the portal, knowledge, employee forums, mobile, and search as key ways to continuously improve employee experiences and ensure employees are finding what they need fast.
- They leveraged Design Thinking to discover and incorporate the needs and ideas of the employees into the digital experiences.
- They each provided mechanisms in the portal to launch applications and to navigate to the right enterprise functional system depending on the nature of the employees' needs.
- Then incorporated universal approvals and tasks to consolidate activities generated from multiple systems.
Specifically, each customer tailored their solution to match their culture and business. Here are specific details from each customer.
HJF (Henry M Jackson Foundation for the Advancement of Military Medicine)
Marc De Serio, Chief Technology Officer
Alexandra Dickman, Web Engineer
HJF partnered with Corporate Communications and New Rocket to design and replace their intranet on the ServiceNow Platform. They call it Compass.
They incorporated topic and departmental pages with delegated content authoring, as you can see with this Benefits page below. They are using New Rocket's Orbit content authoring and management tool, so that casual content authors my create and edit content on the pages they own without assistance.
HJF is also using Employee Forums (a.k.a. Communities) so that leaders and employees may share ideas across topics of interest.
Amdocs
Naama Efrati, Project Manager - IT Employee Experience
Amdocs self-implemented their ServiceNow portal to replace their legacy intranet. They used Design Thinking to model the experience to match their employees needs and culture. It is one of the most picturesque portals we've seen!
Additionally, Amdocs created journey pages on their portal to guide employees through specific processes and moments that matter, such as traveling internationally.
And as the other customers did, Amdocs created a page for universal approvals and to-do's, which incorporate not only those that originate from within ServiceNow, but also from other external systems as well using ServiceNow's integration capabilities.
U.S. Eagle Federal Credit Union
Kristi Kidder, System Enhancement Manager
Jackie Lujan, Technical Business Analyst
Mary Byrd, Business Systems Analyst
U.S. Eagle Federal Credit Union worked with AlcorTech to replace their legacy intranet with a portal design that was simple, friendly, and easy named nest… exactly what their employees asked for.
Similarly to the other presenters, U.S. Eagle Federal Credit Union created departmental pages with delegated content management. And they created a table of contents concept within the knowledge base for articles of similar topics to present themselves together based on employee searches.
Not only can employee now find what they need easily, but the the analytics show employees have an average of 750 pages views over three (3) months, which is awesome adoption!
When we listen to our customers speak about the reasons they choose the ServiceNow Platform to replace their legacy intranets, the same terms come up consistently.
Together, these words may be organized to spell IMPULSE(A), which is fitting because impulse means "a sudden strong and unreflective urge or desire to act" or "a driving or motivating force." When you put this into the context of employees who wishes to remain in the flow of work in order to make a meaningful impact with their job, it makes sense.
Intelligent
Modern
Personalized
Universal
DigitalLy Connected
Simple
Extensible
Actionable
If you are thinking of modernizing your legacy intranet by leveraging the intelligence and versatility of the ServiceNow Platform to power your employees’ digital experiences, please follow this post. ServiceNow will publish our latest assets and event schedules here to assist you with your journey. If you have already replaced your corporate intranet with the ServiceNow Digital Experience Platform and would like to participate in the next SIG this April 2021, feel free to contact Eric Hemmer and request an invitation.
