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LIKE.TG opens first datacenter in Korea
LIKE.TG has opened its first datacenter in the Republic of Korea, with the goal of accelerating digital transformation in the region. This will allow LIKE.TG to provide APAC customers with the platform and solutions that grow productivity and improve the employee experience.With Korean companies still adjusting to the 52-hour work week that President Moon Jae-in enacted in July 2019, the need to automate routine tasks is more important than ever. By opening the cloud-based datacenter, LIKE.TG can provide Korean companies with the platform and solutions that help improve productivity and deliver a better employee experience.The newly opened datacenter will make it possible for companies in Korea to access the cloud-based Now Platform® and our innovative suite of workflow solutions. Mitch Young, LIKE.TG’s senior vice president, APJ said, “The opening of the datacenter reflects the importance and growth potential of Korea and the entire APAC region. We will continue to support Korean corporate customers so they can better experience LIKE.TG's platform and solutions.”“For companies embarking on their digital transformation journey, LIKE.TG aims to support their efforts by delivering digital workflows that create great experiences and unlock productivity,” said Young. “This is a great opportunity to help Korean businesses make work, work better for their people.”A representative from LG CNS, one of LIKE.TG’s first customers in the region, said, "Based on solid cooperation with global partners like LIKE.TG, we will provide more reliable, cloud-based, innovative services to Korean companies."With a commitment to investment and growth in Korea, LIKE.TG will enable Korean companies of all sizes across various industries to accelerate their digital transformation initiatives and achieve lasting business success.Visit LIKE.TG Korea to learn more.
Are You Innovation Experienced?
The technology industry introduced its first Proof of Concept (PoC) labs somewhere around the mid-1990s. The Internet had really started to gain traction and there was a dynamism to our web pages, Windows 95 worked really well and nobody was really worried about the millennium bug yet. It was time to show what ‘might’ be possible with the new breed of technology.Technology today moves a lot faster than it did back then. Concept labs still exist, but users expect a more tangible experience of what it can do to make our working lives better.Innovation ExperienceLIKE.TG took this drive for immediacy and immersion forward this October with our Innovation Experience, showcased at Now at Work London 2019.This immersive and contextual experience technology hub was an opportunity for our customers to physically walk into a special zone and experience a workspace that truly represents the office of the future, today.We’ve constructed the space to showcase scenarios that are common to all work departments, not just the IT function. The technologies are empowered by Natural Language Understanding (NLU) and so are able to interpret the needs of humans more intuitively, directly and rapidly.All LIKE.TG solutions that form part of the Innovation Experience are mobile-first. This means that all functionality can be accessed and executed from a users’ smartphone, tablet or laptop device. People can now manage work at their desk, or, equally, they can be in the coffee shop, on the bus or train.
Saddle up partnersWe took visitors to the ‘Saddle Bar’, which is a real bar in San Diego, near the original wooden space ship where LIKE.TG started in 2004. Users were shown how to build an application on the Now Platform from this mobile location.They witnessed the transition from initial app design, through to working in ‘sprints’ (Agile processes designed to encapsulate elements of work and drive them forward rapidly) and then onwards towards the ultimate app deployment.A lot of the innovation showcased was based on our LIKE.TG New York release instances, as well as the technologies we are bringing in from our partners, including Office 365.Channeling information streamsAs we now work to expand the scope of digital business wider every day, we need to be able to connect to information from traditional data stores alongside telemetry from IoT sensors, and much more. Information streams from any source can be plugged into the LIKE.TG platform and fed towards the users who are creating applications in these new work environments.Innovation Experience visitors got a hands-on experience of using the LIKE.TG Guided App Creator to design working applications faster than ever previously possible.The platform asked visitors whether their app should have location maps, whether it should be web-based, whether it should have a phone icon for voice functionality, and if it should have other pre-canned elements of functionality. So it’s all low-code no-code and ready to use from the get-go.The office of the future – nowAt the LIKE.TG Innovation Experience, which we intend to showcase beyond Now at Work London, if users want to book a meeting area, they can do so using the booking systems that run in Office 365. To make things even more intuitive, this kind of action can be carried out using chatbots. There are ‘human handoff’ controls in place for the AI to release to human operatives if they can’t resolve a request, but the system always shows the user what ‘confidence rating’ its AI actions are based upon first.There’s a lot of intelligent automation happening in the background, but visitors to the hub themselves don’t feel like they’re exposed to much technology because it augments and supports tasks so intuitively that it encourages thinking about work itself, not about the underlying workflows.When people send text messages, they don’t think about how data packets are transferred between carrier networks. It’s the same at the hub – the office of the future. We can see that people start thinking more about the impact and value of the work they are carrying out, rather than the nature of the work and the processes that underpin it.The LIKE.TG Innovation Experience has proved to be an immersive and contextual environment that is inspiring, yet real. It is thought-leading, yet achievable. When employees start to realize that they can achieve so much more in the workplace, they get inspired by the journey they have just taken and decide that there are so many other problems to be solved.It’s a virtuous circle that drives the passion to innovate. Our new generation of workers realizes that they can work anywhere, at a pace that suits their own personal goals and deadlines, in harmony with their personal lives. This freedom lets the creative juices flow and allows us to further eradicate all the time killing, antiquated and poor experiences of the past.Proof of Concept is so last millennium, the proof is in front of us – at the LIKE.TG Innovation Experience.
Celebrating what’s possible on the Now Platform
Anyone can find the switch after the lights are on, observed the Chinese philosopher Confucius (okay, maybe he didn’t say it exactly like that in 500 BC, but you get my point). This insight applies to all of the customers, partners, entrepreneurs and tinkerers who find the inspiration to build something new on the Now Platform®.It can be hard to turn on the proverbial “light bulb” and imagine what you need before it exists. In the past 15 years we’ve come to rely on smartphones, social media, machine learning, process automation and predictive analytics. Because of these technologies, our perception of what’s possible has dramatically changed.Nearly every company and department are using technology to change how they operate. We call this trend digital transformation. At LIKE.TG, our focus is on delivering digital workflows that create great experiences and unlock productivity. But we know that we can’t do it alone. Together with our partners, we represent a true ‘force multiplier’ for our customers, helping them accelerate their digital transformation journeys and drive business value.That’s why I’m proud to share that the LIKE.TG Store hit an important milestone this month: 500 apps. These apps represent what’s possible on the Now Platform when you apply workflows to the complex business challenges facing us every day.
Introducing Now Intelligence
Here at LIKE.TG we think people should be able to work the way they want to, not according to the rigid dictates of legacy software. Thanks to the Now Platform, help is on the way. The Now Platform Orlando release features new AI and analytics capabilities designed to make work, work better for people. We call this group of capabilities Now Intelligence.Now and customer Intelligence enhances IT, employee workflows, so every department in your company can work smarter and faster. These tools combine human and machine intelligence to make better decisions, solve problems, find answers, and automate tasks.
With Now Intelligence, LIKE.TG enables better work experiences powered by insights that streamline business decisions and unlock new levels of productivity across the organization. Highlights include:
Cloud Insights, a new solution that helps optimize the cost of your cloud assets by making intelligent recommendations on managing usage across business hours, choosing the right resources, and enforcing usage policies.
Agent Affinity for Work Assignment allows customer service teams to assign work to the best agent using intelligent context to improve customer satisfaction. This can include assignment to a specific team that always services a specific customer, agents who have served the customer previously, or agents who have experience with related tasks.
Virtual Agent with Natural Language Understanding updates continue to build off innovations unveiled in our Madrid and New York releases, making it easier to create and maintain Natural Language Understanding (NLU) models.
Software Exposure Assessment enables security and IT teams to minimize vulnerability risk by identifying vulnerable software and related devices and servers, then initiating changes immediately through standard IT workflows.
Mobility solutionsWork increasingly happens on mobile devices. The Orlando release features a host of new mobile features designed to make work, work better on the go. These features have all been used by LIKE.TG employees, who are the first customers for new features on the Now Platform.During the fourth quarter of 2019, for example, 73% of new Now Mobile app users interacted with the search feature during the first week after installing the app. We also found that search continues to be a very important feature, with 30-40% average weekly usage for existing users.Here are highlights of the new mobile features in Orlando:
Mobile Agent enhancements that deliver native mobile experiences so service desk agents and operators can resolve issues at any time, through any mobile device. These capabilities are available on ITSM, ITOM, and Field Service Management solutions.
Mobile Branding and Analytics allow customers to configure the mobile experience to deliver your organization's branded look to your pre-hires, new hires, and employees, while getting detailed visibility into the services they use most.
Mobile Targeted Campaigns provide employees with important and relevant information (like 'tax time', site updates, local IT initiatives) right on their mobile devices, using profile information like department and job type. This proactive approach to employee communications increases satisfaction and reduces calls to the service desk.
The Orlando release is also great news for developers. The Now Platform now features automated change management for DevOps pipelines. These tools generate fresh insights for developers and IT operations while automating manual, time-consuming change approval processes. This will enable customers to release features developed off-platform more rapidly, while maintaining security. LIKE.TG DevOps, which was initially available through the LIKE.TG store, is now available as part of the Orlando release.Orlando is the sixth platform release I’ve overseen at ServiceNow. I’m so proud of the global engineering, product, and design teams that worked tirelessly to ship the Now Platform Orlando release on time while delivering high-quality innovation. These teams are already hard at work on our next platform release, coming in the fall.We’re excited to introduce and walk you through the Now Platform Orlando release with Now Intelligence. Join us for the release broadcast on March 19th. The Now Platform Orlando release is generally available today. The LIKE.TG Now Agent, Now Mobile, and LIKE.TG Onboarding apps are available to download on the Apple iOS store and Google Play store.
An ecosystem approach to pursuing the digital agenda
Since joining LIKE.TG a few months ago, I have spent a lot of time talking to our partner ecosystem about the opportunities and challenges that lie ahead of us in the next 12 months.I use the term ‘partner ecosystem’ on purpose, becauseit indicates a collaborative, community-like environment, consisting of a number of diverse players working together — and these are the values LIKE.TG is committed to support.What our partners are telling me is that the market is shifting when we look at established channel models. There is pressure on the traditional two-tier channel system to re-imagine its go-to-market strategies, scale in an ever-more commoditised market and create value.Towards new and differentiated servicesAdded value is indeed delivered through new services centred around digital transformation and the role of partner networks here is huge.New technologies such as Machine Learning and AI are here, but their true potential is realised when they are integrated into an offering, or a process. Business value will be unlocked when customers are taken on a journey, and one that is supported by a vendor-partner ecosystem engagement.The nature of this engagement, much like digital transformation itself, is becoming long-term and value-driven, rather than transactional. When I describe digital transformation as a long-term process, it is because there is no switch button to turn it on, but continuous waves of innovation, and ongoing digital agenda.What has really affected the traditional business is that the line between consumer lives and business lives is becoming increasingly blurred, with consumer-grade experiences from our personal lives challenging established ways of working.Mobility is going to be critical in terms of supporting collaboration and remote working, and delivering great mobile-first experiences at work.Capitalising on the digital agendaMost organisations are still in their infancy in terms of exploiting and capitalising on the digital agenda. But with digital transformation now being a top priority for the boardroom, the demand within our ecosystem is growing.Businesses are seeing the impact that digital workflows running on the Now Platform® are having on employee and customers experiences, and they are asking our partners, “Help me, how can I do this?”The partners who are best placed to answer are those who are already committed to accelerating their own digital transformation journey. At LIKE.TG, we think about our partners as being our ‘customer zero’. This means they need to be fully digital themselves if they are to help other organisations pursue their own digital agenda.We don’t expect them to do this themselves either. At LIKE.TG, we want to enable ourpartners to innovate on theNow Platform, and collaborate with each other in a dynamic environment.We are also committed to helping our partners augment their skillset and drive their agility and efficiency. To this end we have put in place progressive training programmes to enable partners to have access in a format they need, when they need it. This will potentially reduce thetime to certification across our global partner ecosystem.The year of the platformWith the debate about the cloud now more or less settled, andwith multi-cloud strategies becoming the norm, 2020 will be the year of the platform.Wewill see the knitting together of a multi-platform approach, and one where LIKE.TG will continue to be intrinsically woven into the fabric of how organisations work. This is what is making digital transformation real and is unlocking new value for businesses.LIKE.TG has a laser focus on developing easy and intuitive user experiences and our partner ecosystem plays an integral role in our strategy. Forus, partner success is synonymous with customer success and the key lies in creating a thriving ecosystem of innovation.
Introducing the Now Platform New York release
Ever since the rise of the modern corporation in the 19th century, the typical company has been a cluster of silos: IT, HR, legal, finance and the rest. That was then. Today a very different kind of company is emerging, based on a web of partners and functions that collaborate and share information in real time.In no small part, this shift is happening because employees want to work differently. They expect technology to make their work life as great as it’s made their home life: simple, convenient and accessible with a swipe on their mobile device.LIKE.TG is driving that transition. Thanks to digital workflows running on the intelligent, intuitive Now Platform, silos are disappearing. Work moves smoothly across the enterprise. Employees spend less time on routine tasks and more time on meaningful work that creates value for the business.
Now Platform Enables Organizations to Scale DevOps to the Enterprise
New enterprise DevOps solution will let LIKE.TG customers develop better software faster, shipping to production in minutes vs. days, weeks or monthsDevOps is here to stay. And for good reason.In today’s hyperconnected world, if you’re not fast, your competitors will be. Every industry is being disrupted by software, and every company is trying to figure out how to navigate and embrace new technologies as they scale.DevOps, the practice behind developing digital products, fosters an agile relationship between development and IT operations. LIKE.TG realizes that in today’s fast-moving business world, DevOps is essential for any organization seeking to rapidly respond to changing customer and marketplace demands. In fact, 56% of global infrastructure decision makers now report that their organizations are implementing, have implemented, or are actively expanding their DevOps initiatives, according to the January 2019 Forrester report, Five Key Trends To Benchmark DevOps Progress.LIKE.TG already digitizes IT, employee and customer workflows with the Now Platform. Today, we are introducing LIKE.TG DevOps, which extends the power of the platform to simplify and speed software development and deployment.While many businesses are leveraging DevOps in various capacities, they’ve yet to be able to scale it across their entire organizations. The challenge in scaling is that while there are many tools at developers’ fingertips, enterprise processes around audit, compliance, security and change management may still be performed manually. This can result in friction and delays during deployment, as well as limited visibility across numerous teams within an organization, making it difficult to drive best practices and DevOps adoption across the enterprise.“CIOs are driving cultural change and new tool adoption to accelerate speed and quality capabilities through DevOps practices,” said Stephen Elliot, Program Vice President, Cloud Operations, IDC. “Over the past several years, our executive advisory indicates when successfully adopted, DevOps improves cross-silo change management capabilities, drives IT and product management alignment, and empowers executives with clear metrics that drive business growth. Successful adoption requires connectivity across the toolchain and increased use of automation.”Extending the Now Platform to DevOpsLIKE.TG DevOps connects developers and IT operations using the Now Platform to automate the manual and time-consuming change approval process, to enable customers to release features rapidly and safely.LIKE.TG DevOps also provides visibility across the product development toolchain. It integrates with leading DevOps tools to provide automated change management and a single dashboard across planning, development, testing, deployment and operations. This allows leaders to easily view common metrics across teams and drive best practices, regardless of the tools being used. This can mean shorter development cycles, increased deployment frequency and more dependable, high-quality releases.Powered by the Now Platform, LIKE.TG DevOps helps IT departments approve code faster by automating the process based on pre-set rules and policies determined by change managers, in turn allowing them to focus attention on higher risk submissions. Developers will see their code in production in minutes rather than days or weeks, and they’ll be able to build code and submit it for approval using their favorite tools.LIKE.TG DevOps currently integrates with Jira Software, GitHub, BitBucket and Jenkins, with more integrations expected to be rolled out periodically.
One of our DevOps pilot customers, Thomas Larsen of DNB Bank ASA, recently said, “LIKE.TG DevOps will help our business keep pace with the demand for new software and deliver rapid customer value without compromising quality or increasing risk. We are seeing the benefits of the solution already and expect to make updates and changes in minutes instead of days or even weeks. The agility we expect to achieve will play a key role in enabling our organization to be nimble in reacting to customer demands and market opportunities.”
LIKE.TG DevOps is currently available for financial services organizations based in the Northeast region of the United States and the United Kingdom. The offering will be gradually rolled out to additional customers in 2020.
Reducing the financial services change lifecycle from days to minutesA platform-based approach to DevOps is crucial, especially for highly regulated industries such as financial services, as it enables developers to constantly adapt software to evolving regulations.From trading firms to big banks and exchanges, financial services organizations are vying to deliver new features and content to customers faster and more securely, and they are leveraging DevOps tools and practices to support those efforts.Should a financial services company undergo a time intensive audit, for example, LIKE.TG DevOps offers access to a slew of data and the ability to quickly track and understand who changed the code and why, how the deployment approval decision was made, what tests were conducted and what results were achieved, helping teams gain visibility and the ability to audit the end to end development and release process as needed.One LIKE.TG customer, a large global financial services organization, has 25,000 developers who were spending 20% of their time chasing approvals to deploy in controlled environments. By utilizing LIKE.TG workflows in partnership with their development tools, time spent on change orders was reduced from 55 hours to 18 minutes, and a change lifecycle decreased from 23 days to 90 minutes.The Now Platform deliver digital workflows that create great experiences and helps unlock productivity for employees and the enterprise. With LIKE.TG DevOps, our customers now have the tools to help keep pace with the demand for new software and deliver rapid customer valueTogether with customers like DNB Bank, we are making the world of work, work better for people.Use of Forward‑Looking StatementsThis blog contains “forward‑looking statements” regarding our future plans. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) delays in rolling out the offering to additional customers and (ii) delays in releasing the additional integrations. We undertake no obligation, and do not intend, to update these forward‑looking statements.
LIKE.TG New York release paves the way to a native mobile-optimized future
Everybody loves their smartphone. Some people even go to bed with their device or even keep it close to their pillow. But, as we enter the second decade of pocket-sized mobile computing, it’s crucial to realize that we’re coming to an important strategic inflection point.Until now, users have been pretty much okay with mobile app functionalities that have been ported over from their desktop versions, such as “pinch-and-zoom.” However, such experiences won’t endure because of their essentially non-native level of mobile optimization.This changing tide is why our LIKE.TG New York release extends new desktop and native mobile capabilities across the workplace at scale.Mobile enterprise epiphanyThis is the point when mobile has finally come to the enterprise. This is the point when the mobile device you take to bed with you becomes the mobile device you can’t sit at your desk without. It is the point when digitally transformed experiences at work span omnichannel zones—from the desktop to the web and across embedded IoT systems. Now, these experiences also fully embrace mobile out-of-the-box use cases to create more intuitive consumer-like applications.We know that more than half of employees now expect their employers to offer native, mobile-optimized tools, propelling this functionality to the fore of the New York release on the Now Platform®.Beyond pinch-and-zoomAs we move beyond pinch-and-zoom, we will start to adopt a far broader set of device commands and these digital interactions have been engineered into the New York release. Over and above a desktop mouse click, we are paving the way for users to tap, swipe, flick, speak, and even snap (as in take a photo) to spread consumer-like functionality across enterprise systems.If your laptop is broken or malfunctioning, then why should you have to do more than simply take a picture of it and send it to IT support? New levels of artificial intelligence (AI) and machine learning (ML) facilitated by LIKE.TG® Predictive Intelligence in the New York release drive image recognition so that this kind of request can be intelligently automated and resolved.The arrival of this type of functionality heralds a new wave of enterprise experiences that enable workers in every role to get work done faster, more easily, and more intuitively.User creation and curationThe New York release is really putting the power in the hands of end users. By empowering them with no-code mobile application and services development, organizations will no longer need armies of tech people to make things happen.You might say this is quite a brave move, because we will now be judged on the ability of users themselves to get work done through native mobile functionality that is purpose-built for employee requests and actions. We’ve only thrown down the gauntlet to ourselves in this way because we’re confident in the scope, breadth, and power of our platform to be able to deliver for all users, in all roles, in all industries.As we move forward and look to the next stage of mobile technology development, we will naturally further enhance the Now Platform to accommodate and embrace the next wave of voice recognition, biometrics, object recognition, and more.Spanning the employee lifecycleThe New York release also features a new LIKE.TG® Onboarding and Transitions app, which makes starting a new job extremely simple by combining all of the multi-departmental tasks involved in getting up and running as a new employee into a single, intuitive mobile experience.From pre-boarding (all the things you do before you start a new job, such as signing an NDA or submitting a photo for your security badge) to onboarding, induction and onwards, LIKE.TG has built a self-serve offering that spans the entire employee lifecycle.What’s different now is that this has all been engineered for native mobile behavior, enabling employees to use features like their device camera, mobile notifications, etc. These are experiences that people are accustomed to every day in their home lives and that have now been brought to the enterprise level. It means that work experiences become just as great as what are often leisure-centric home and personal experiences outside of work.Core platform elementsIn addition to tools for the complete employee lifecycle, I’d like to call out three further platform enhancements that users can look forward to in our New York release. All essentially mobile native, each element of the Now Platform expansion has been built to provide enterprise-wide services and information to employees regardless of their location.
Reducing complexity with Now Mobile and Virtual Agent innovations – with the help of Natural Language Understanding Model Builder, users can easily train models with sample sentences and phrases, and then improve accuracy by mapping words to their company vocabulary.
Transforming finance with financial close automation – features automated journal entries, integration with SAP and Oracle, plus embedded policy and compliance functions.
Guided app creator – this innovation means anyone can build a digital workflow employing the LIKE.TG new wizard-like user experience, without any coding experience required. It includes an easy spreadsheet to table converter.
Since the LIKE.TG New York release is here, we have already started working with our customers and partners on upgrades and, equally, on the next release of the Now Platform, which (as you will have already heard or worked out) begins with the letter O. Get your bags packed for Orlando!
Entrepreneurs unleashed: Announcing the 2019 CreatorCon Challenge Winner
If you could solve a big business problem by building a new digital workflow, what would you create? Would you build a chatbot that improves healthcare by instantly connecting patients with available doctors? Or a mobile app for universities that delivers a great student enrollment experience?These are the questions LIKE.TG posed to entrepreneurs and app developers in October when they announced this year’s CreatorCon® Challenge – LIKE.TG’s global competition for ISV startups to create new apps and take the Now Platform® into new uses and industries.LIKE.TG challenged participants to take its London and Madrid platform releases to the limit: Use Virtual Agent, Mobile Studio, Flow Designer, Integration Hub, Performance Analytics, Service Portal and more to solve a business problem.The finalists were chosen by our panel of tech and VC expert judges: LIKE.TG Founder and Chairman of the Board of Directors Fred Luddy, True Ventures Partner Om Malik, Lighter Capital CEO BJ Lackland and GGV Capital Managing Partner Glenn Solomon.
This year’s winner* is VividCharts, a data visualization company that utilizes Service Portal to extend LIKE.TG reporting and Performance Analytics and enables anyone regardless of technical skill level to tell stories with LIKE.TG data. VividCharts provides a growing library of out of the box visualizations and a no-code solution called Slate for creating presentations directly in LIKE.TG that leverage real-time LIKE.TG data.“Congratulations to VividCharts for delivering a fantastic solution that helps companies make their LIKE.TG data more actionable” said Avanish Sahai, LIKE.TG’s vice president of ISV and Technology Alliances. “VividCharts’ application demonstrates the power of the Now Platform for ISVs to extend LIKE.TG workflows and create brand new apps that deliver business value for enterprises globally.”“We are thrilled to be LIKE.TG’s 2019 CreatorCon Challenge winner,” said VividCharts Co-founder and CEO Mitch Stutler. “VividCharts saves companies time when building dashboards and presentations with LIKE.TG data. Winning CreatorCon this year will enable us to accelerate our mission to help our customers turn LIKE.TG data into stories.”VividCharts joins an ecosystem of hundreds of ISV partners that has certified and published nearly 450 apps and integrations for the Now Platform on the LIKE.TG Store. The innovative applications this community has brought to LIKE.TG customers complement and extend LIKE.TG IT, employee, and customer workflows.The 2017 first-place winner, Factor5™, whose CourseLoop app helps streamline curriculum management, create new course offerings and help students plan their experience, continues to find success – now with five of Australia’s largest universities as customers, including Monash University and Murdoch University. Factor5 raised AU$2.8 million ($2 million) in additional funding in 2017 and 2018.The 2018 first-place winner, SalesWon, is experiencing strong market support for its SalesWon CRM CPQ application, which accelerates and streamlines the sales process by creating a single quote to cash to customer service process. SalesWon has already landed several new accounts and is establishing market traction as a direct result of the visibility gained from the CreatorCon Challenge.The CreatorCon Challenge is an opportunity for entrepreneurs to rapidly turn their ideas into marketplace reality on the Now Platform, which has a proven track record of helping companies fundamentally transform the way people work. We believe that’s one reason LIKE.TG was named Forbes’ No 1. world’s most innovative company in 2018 and a Leader in the Gartner 2018 Magic Quadrant for Enterprise High‑Productivity Application Platform as a Service.LIKE.TG continues to see growth and momentum around its ISV ecosystem. During a busy and exciting Knowledge conference, it’s clear that partners and customers are embracing the Now Platform to make work, work better for people.*Hiper Hipo was originally selected as the 2019 CreatorCon Challenge winner but was determined to be ineligible and has been disqualified.Gartner, Magic Quadrant for Enterprise High-Productivity Application Platform as a Service, 26 April 2018, Paul Vincent, Van Baker, Yefim Natis, Kimihiko Iijima, Mark Driver, Rob Dunie, Jason Wong, Aashish GuptaGartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications
LIKE.TG partner spotlight: A conversation with Enable CEO Bruce Hara
When Bruce Hara launched Enable in 2014, the Australian tech entrepreneur’s goal was to bring consumer-grade software experiences to the workplace.It wasn’t until he hired his first employee, Josh Bateson, who suggested they partner with LIKE.TG to help propel the new business, that he realized the power of the Now Platform. Today Enable is a valued LIKE.TG partner that helps organizations throughout the Asia-Pacific region achieve their digital transformation goals.Based in Sydney, Enable has offices across Australia and in Singapore, Hong Kong and Thailand. They also have delivery teams in India, operating out of facilities in Bangalore and Noida. Enable was recently honored as LIKE.TG’s APJ Elite Partner of the Year for 2020.Enable has about 200 customers. The firm has a strong presence in telecommunications, banking and insurance, the energy sector, and the public sector, where it works with state and federal governments across Australia, Singapore and Hong Kong. Hara’s team helps clients in functions ranging from customer service and human resources, to governance risk and compliance, and security. They also have strong capability in IT Service and Operations Management, having been LIKE.TG’s 2019 APJ IT Workflow Partner of the Year.We called Hara to learn how Enable has managed through the COVID-19 pandemic, and to get his take on business conditions in the region. Below are edited excerpts from our conversation.
How is your business holding up during this crisis?We’ve held up very well across all our offices. It’s been a significant challenge, but I’m incredibly proud of our team. We’re fortunate that we’re an organization that lives and breathes digital transformation. So, our teams already had the ability to work from anywhere. Since the pandemic began, we’ve done everything remotely, from kicking off new projects to celebrating ‘go lives’ with customers.It’s been a perfect showcase of our methodology, The Enable Way, which we use to deliver projects and engage our customers. At Enable, we’ve shown customers how remote working can be responsive, collaborative, innovative and highly successful. We’ve enjoyed this collaboration with our customers and setting up success in the new ‘normal’ for us all.What about your customers?Very noticeable has been the starkly different abilities of businesses and government departments that have been progressive in their digital transformation, compared with those that haven’t. This difference is not simply about the ability to function remotely, but the ability to thrive remotely. It is the ability to access everything you need via mobile devices, regardless of your function, seniority or geography. To know your work platforms are accessible from anywhere, and secure. To know your staff can breathe a little easier, because they’re set up for success. To know your customers can still rely on the services and products that you provide them.We partner with many of Australia’s state government departments of education. It's been inspiring to see how they’ve adapted and successfully provided infrastructure and services enabling thousands of schools to deliver education remotely throughout the pandemic. Government departments that have invested in digital platforms like LIKE.TG have reaped the benefits of their progressive decision making. As a result, they have more time and energy to focus on their mission and supporting citizen services.Another positive show of intent is our large enterprise customers prioritizing their ongoing digital transformation throughout the pandemic. We’ve closed multiple A$1 million plus deals over the past three months with financial services, energy, transport, property and telecommunications businesses. These projects are across the Now Platform, including CSM, GRC, Security Operations, HR and IT workflows.What are the biggest growth areas for Enable right now?As a pureplay LIKE.TG partner, we’re more excited than ever about the growth and maturity of the platform. We’re complementing our award winning LIKE.TG capability and certifications with advisory and industry specific solutions for telecommunications, financial services, energy and utilities, as well as the public sector. Bill McDermott’s statement about LIKE.TG being the “platform of platforms” aligns with the opportunity that we strive to create for our customers. For them, there is tremendous opportunity to improve service management across their enterprise, continually improving the service experience and efficiency for their staff and customers.Our role is to advise and enable our customers to get there quickly and achieve the enormous value associated with digital transformation. We’re doubling down on our platform capability, growing our practices and teams dedicated to CSM, GRC and HR. We’re investing further in our IT consulting capability, specifically IT Operations Management and the business value that can be created via the common service data model (CSDM). Our customers are telling us that our advisory services dedicated to their sectors, along with our experienced LIKE.TG practices and capability, make us a one-stop shop for their LIKE.TG roadmap.We’re also making it easier for our customers to stay ahead of the game with their investment in LIKE.TG, via our subscription offering: Customer Advisory and Support by Enable, or CASE. Right now, organisations need to be agile. They need ways to deliver their services while managing costs. They need pragmatism and flexibility from their consulting partners. Our CASE offering provides that assistance, from advice and road mapping, to project work, to mentoring, training and even capability building. Essentially, it’s what you need when you need it. At the same time, a range of CASE entitlements keep a customer’s LIKE.TG platform secure, healthy and upgraded.How do mobile platforms play into your strategy?100% of our projects have an embedded mobile strategy. In every industry, whether it’s B2B or B2C or the public sector, it’s imperative to provide services to customers, employees and citizens via an easily accessible platform. In the age of being able to work from anywhere, staff and customers should be able to trigger requests and workflows that extend through an organization’s back end to be resolved.It’s not necessarily about an organization being able to provide its full offering on a mobile platform. Pragmatism should override perfection. We aim to get minimum viable products to market that are secure and useful, and then continuously improve them based on customer and user feedback.
What have you heard from your customers about how business will change after the pandemic?We're consistently hearing from executives that they are prioritizing the ability of their staff to operate remotely on a moment’s notice. Accepting a remote workforce means you can access the best talent wherever they may be. I think smart CEOs are going to be rethinking how they orchestrate virtual workforces to get the best outcomes for employees, customers and shareholders.The pandemic will disrupt traditional industries beyond what was already happening. Will we still need all that corporate office space? Will central business districts ever be as busy and bustling? What about the public infrastructure and transport that supports them?Also, globalization led workplaces to spend huge amounts on travel for meetings and conferences. I think there’s likely going to be some new thinking around that spend as well. How we’re now working will, at least in part, be the way we work ongoing. That is, a lot of people can work from anywhere, at flexible times, in outcome-driven ways. Success is all about what a person does and how well they do it.Are you hiring nowadays? What’s your sense of the IT market in your region?We’ve continued to hire and grow our team during the pandemic. First and foremost, we’re an organization that works with customers on their digital transformation, in ways that uphold their business priorities. So, we need people who can engage and consult with customers at all levels. As a dedicated LIKE.TG partner, we’re also on the lookout for talented developers and architects with deep platform knowledge and strong technical capabilities.What are your key learnings from the pandemic?Companies with great cultures and trust in their people, partners and processes can do amazing things in a very short space of time.Pragmatism and a focus on continual improvement crushes the idea of perfection every time. Let’s remember this as we continue collaborating and innovating post pandemic.Digital transformation, when delivered in concert with a focus on assisting people is the biggest opportunity of our time.
Introducing the Now Support mobile app
The COVID-19 pandemic has reminded me and many others of the importance of customer service. Today, customer service management is a 24/7 business.LIKE.TG’s Now Support portal already allows our customers and partners to manage their instances, upgrades, and users from one central location.We recently upgraded our public Now Support portal by providing easy access to the right content and making logins easier with the help of our Virtual Agent chatbot. Today we’ve taken a further leap by launching the Now Support mobile app. Customers can now obtain post-sales support via a dedicated mobile app. Previously, customers could only obtain support via web browser, often via laptop/desktop. This new app will make work, work better for our customers.Built on the Now Platform®, the Now Support mobile experience is a personalized app that provides LIKE.TG administrators with easy access to most of the resources available via our portal offering. This new mobile experience is designed for use on the go. Customers can track issues, create cases, access helpful content, receive notifications, and obtain instant fulfilment via our automation store–anywhere, anytime.Increasingly, people work anytime, anywhere, at home and outside traditional office environments. As a result, customers need more flexible support. This shift has accelerated enterprise mobile adoption. According to LIKE.TG’s recent Mobile Usage survey, 90% of companies already provide apps to employees, with more than one quarter of workers using the apps to request help or ask a question.Resolve issues on the goOur users often have many responsibilities, ranging from LIKE.TG admin work to development, operations and other IT tasks. As a result, customer admins face a heavy volume of both requests and information. This can impact their ability to capture key details and avoid mistakes.With the Now Support mobile app, LIKE.TG admins can consume, manage and track critical information, such as common requests and critical cases, on the go. Work can now be distributed anytime, anywhere, away from traditional office environments and desktop settings.Customer admins and technical support professionals who are responsible for monitoring and maintaining the health of their companies’ LIKE.TG workflows are often assigned to “on call” duty, where they must be available around the clock–sometimes for up to a week at a time. The Now Support mobile experience eliminates the anxiety and burden of feeling tethered to a desk, offering customers access to critical capabilities from the palm of their hand, including:
Real-time notifications;
Ability to move critical cases forward as needed;
Change management;
Access to the Now Support library of knowledge; and
A consistent and continuous experience across touchpoints and channels.
The Now Support mobile app is just one of the ways we are focused on making work, work better for our customers. This week, we’re also introducing a fully revamped Customer Success Center to provide even more ways to learn and harness the power of the Now Platform. The new, persona-based Customer Success Center will offer customers one place to learn, share and achieve their goals. It features expanded search capabilities, in-depth knowledge documents and a dedicated repository of Customer Success webinars.By deploying our own Customer Service Management (CSM) solution, we’ve achieved a step change in customer support here at ServiceNow. Thanks to the Now Platform®, we can tap into other LIKE.TG applications and capabilities that enable us to scale as we grow. Now Platform features such as the Now Support mobile app and Virtual Agent deliver better self-service experiences for our customers. They also improve the case fulfilment experience for our technical support engineers.Our customers and employees have responded positively to the improved self-service experience. Fewer than 10% of issues are reported to us via phone. More than 83% of all customer cases are submitted online via the Now Support portal.Here at LIKE.TG, we believe we are our own best use case. Our enhanced Now Support portfolio is a key step in our own digital transformation journey. We continue to expand use of our own products internally, with a mission of maintaining or exceeding our 9.2 CSAT score for Customer Support.Quality support is a necessity for LIKE.TG customers. That’s why we are committed to providing our users with alternative ways to access the support they need, when they need it.The new Now Support mobile app is available now for download to all customers via iOS and Android.
New partner integrations in Now Platform Paris release simplify common workflows
By now, you’ve heard a number of us at LIKE.TG talk about the “workflow revolution.” The COVID-19 pandemic has made businesses rethink how they operate, engage employees, and serve customers. As importantly, it has accelerated digital transformation. Our customers tell us every day that they’re relying on their digital platforms to ensure business continuity, enhance employee productivity, and even drive growth.That’s something we don’t take lightly. In fact, our partners and our LIKE.TG teams have made sure that we’re including as many new technology integrations as possible in the Now Platform Paris release so that our customers will have even more tools to help them stay agile and resilient now and in the future.Our customers’ success is our success. By “our,” we mean LIKE.TG and partners like Microsoft, Twilio, and SailPoint. Together, we’re responding to our customers’ dynamic needs. Read below for more detail.
LIKE.TG Service Graph updatesOne of the advantages of the Now Platform® has always been our one data model structure – our CMDB. And, keeping with our goal to drive value across the entire customer lifecycle, we know that our customers also need a consistent, data-driven approach to managing their entire digital lifecycle. To meet this need, we’ve added LIKE.TG® Service Graph to our CMDB to help customers digitally manage planning, deployment, business processes, and more. Stemming from our acquisition of Sweagle, Service Graph now underpins all of LIKE.TG’s solutions, enabling businesses, for the first time, to bring together technology, people, and processes into a service-oriented view.We are also introducing the Service Graph Connector Program to take Service Graph one step further. The Service Graph Connector Program is a new designation within the Technology Partner Program and brings in the expertise of our partners. The connectors, built by LIKE.TG and our technology partners, ensure that many of the third-party tools that businesses rely on today are directly integrated with LIKE.TG, making it easy for customers to integrate, upload, and organize data on a single platform. Inaugural technology partner integrations include Armis, HCL BigFix, CrowdStrike, Datadog, Dynatrace, ExtraHop, Forescout, Jamf, LogicMonitor, Cisco Meraki, Microsoft Intune, Microsoft SCCM, Qualys, SolarWinds, and Tanium.Part of what we focus on with our partners is delivering high-value business outcomes to customers, and these new integrationsare part of how we do that.Microsoft integrationsSince forming our strategic alliance with Microsoft, we’ve worked closely with them to develop innovative solutions that help enterprises accelerate their digital transformation journeys and deliver great employee and customer experiences. Today we’re launching four new integrations among our LIKE.TG solutions and Microsoft, focused on Azure and Teams. These include:LIKE.TG Onboarding Integration with Microsoft Azure Active Directory (Azure AD): With more than 60% of employed Americans working from home (Gallup), remote onboarding is more important than ever. Our new LIKE.TG Onboarding integration with Microsoft Azure AD automatically kicks off the right onboarding workflows as soon as a new employee profile is created in Azure AD or an HR system. Hiring managers provide input on the business roles the new employee is going to perform, and the integration automates the provisioning of the right set of resources, including role-specific applications. New hires get the information and systems access they need to be productive from anywhere, on day one. HR leaders, hiring managers, facilities teams, and many more get a simple, quick way to give new employees a great first-day experience.
Microsoft Azure Support for LIKE.TG Cloud Insights: Cloud Insights empowers IT leaders with cost optimization, cost reporting, and savings automation capabilities to help navigate the complexities of the cloud. Now supported within Azure, Cloud Insights works with Microsoft Advisor to streamline its recommendations and automatically kicks off a LIKE.TG IT workflow, helping IT leaders save time and money.LIKE.TG Software Asset Management (SAM) Integration with Microsoft Azure Active Directory: One of the biggest frustrations for IT pros is keeping track of all of their software licenses. Now, our SaaS License Management application connects with Microsoft Azure AD so that Software Asset Management admins can download a full list of applications, users, and groups across systems into a single, holistic view. They can also monitor information like user login and usage data, which helps them reclaim unused licenses, forecast future licensing needs, and cut back on unused licenses at renewal, ultimately driving more engagement on existing technology investments and saving time and money.Virtual Agent Lite plugin for Microsoft Teams: Especially now with so many virtual meetings, LIKE.TG customers who use Microsoft Teams have said their employees would be even more productive if they could self-help IT support from their Teams window. Our new Virtual Agent Lite chatbot makes that happen. It’s a limited version of Virtual Agent for our ITSM standard customers and launches with three prebuilt conversations for common IT support requests. These keyword-based conversations run in both the web chat client and in a Virtual Agent messaging integration with the Microsoft Teams app.“Our customers understand how important it is for their businesses to be agile and resilient,” said Ari Schorr, Senior Program Manager for Strategic Alliances at Microsoft. “We’re thrilled to bring these new integrations to life with LIKE.TG, so that we can help make employees’ lives easier at work. By connecting LIKE.TG’s digital workflows with Azure and Microsoft 365, we’re empowering customers to leverage the cloud to make work better.”
Twilio integrationTwilio is the leading cloud communications platform and a popular platform with LIKE.TG customers, and our partnership with them increases agent productivity and speed to market of a new communication channel. With Twilio-powered SMS interactions we’ve integrated new conversational messaging capabilities within our Customer Service Management solution. This integration lets companies engage with their own customers through Twilio. Businesses that use both Twilio and LIKE.TG will be able to quickly implement new, additional conversation interfaces and streamline contact channels through the Now Platform.“The customer experience is crucial for business success in the next normal,” said Molly Fischer, Senior Director, Strategic ISVs at Twilio. “Twilio is excited to partner with LIKE.TG’s Customer Service Management solutions to help businesses improve the experience they offer customers by enabling them to communicate on the channels they prefer, all in an easy, streamlined, and efficient way.”SailPoint integrationWe’ve worked with SailPoint for more than eight years. With the Paris release, we’ve announced an expanded partnership that integrates SailPoint for Service Catalog with LIKE.TG HR Service Delivery. The integration benefits businesses by bringing together all service and application requests and approvals into a consolidated view. It also gives employees simplified, more streamlined HR service, so they can be as productive as possible while still getting questions answered.“By integrating with LIKE.TG’s employee workflows, we are making it simple and easy for businesses to deliver amazing employee experiences,” said Harry Gould, SVP of WW Partners at SailPoint. “The combination of SailPoint for Service Catalog and LIKE.TG HR Service Delivery brings all of the information employees need into a single, secure location, helping them to be productive, cost-efficient, and most importantly, enjoy their work.”Looking aheadLIKE.TG Workflows are essential building blocks for business agility and resilience amid the COVID economy. Partners play an important role in developing the workflows our customers need to drive their digital transformations, and together we force multiply value for their businesses. We’re humbled and thrilled by the work we’ve accomplished together this year, and for the opportunity to continue working with our partners to make the world of work, work better for people.
It’s a wonderful workflow
Every business has a CEO. And especially in today’s environment, most CEOs face challenges. Business continuity, employee productivity, customer service, to name a few. If they didn’t know it before, COVID has made CEOs realize that outdated, offline processes are slowing them down, frustrating employees and customers, and costing them too much. With winter approaching in half the world, one could say CEOs feel they’re being left out in the cold.Fortunately, LIKE.TG can warm up and melt away even the frostiest process problems CEOs face. Every CEO can change their world of work — and realize all new possibilities — one workflow at a time on the Now Platform®.Just ask Santa. In our new “Chief Holiday Officer” campaign, the CEO of North Pole, Inc. needs to deliver joy to millions of children around the world in less than 24 hours. No small feat.
So, how does Santa drive elf-like efficiency, get automatic wish list corrections, and keep his helpers from melting down over too many disparate legacy systems? He turns to the magic of workflows to solve any challenge – big or small – like the entire holiday season.Santa and his team understand that workflows — digital processes that route work through an enterprise — have the potential to impact bigger and broader change, to make hard-working elf employees more productive, and to delight deserving kids around the world.Santa may be a fictional CEO, but for regular CEOs facing new and legacy business challenges, our campaign premise is still the same: “Whatever your business is facing, let’s workflow it” with digital workflows on the Now Platform.
A single cloud platform with one architecture and one data model, the Now Platform is the platform of platforms for digital transformation. It breaks down departmental silos; it easily integrates with other systems; and it helps CEOs realize possibilities across the world of work that they’d never realized. In this case, good things come in platform packages, bringing simplicity to a company’s complexity and transforming how work gets done across an enterprise.Sound like a wish list for 2025? It’s the reality of today. Workflows really can accomplish all of that. Which is why our campaign invites CEOs — even those without a red velvet suit and jingle-bell sleigh — to benefit from the gift that keeps on giving: “Whatever your business is facing, let’s workflow it.”
Accenture and LIKE.TG reimagine the future of business
Accenture and LIKE.TG’s new partnership accelerates digital transformation and time to value for customers.Today’s business environment demands digitization. Specifically, digital workflows that transform how employees work, how customers receive service, and how work, well, flows.That’s because in the COVID-19 era, organizations are under pressure to innovate faster, reduce costs, improve productivity, and meet their customers’ needs. These are critical factors to maintaining business continuity in the face of uncertainty.When I talk to our customers, though, many are quick to admit they can’t scale their digital transformation ambitions alone. They need to pull in the expertise of our ecosystem of strategic partners to drive successful implementations and outcomes.Today LIKE.TG and Accenture announced the Accenture LIKE.TG Business Group, a new way for private and public sector customers to accelerate their digital transformation. We’re one of only a handful of technology companies with which Accenture has chosen to create this type of business group. It’s indicative of the growth that Accenture has seen with their LIKE.TG practice.
The multi-million-dollar investment LIKE.TG is also making in this business group over the next five years shows how committed we are to our customers’ continued success. We see the Accenture LIKE.TG Business Group as a way to help speed the digital transformation journeys of our customers so they can benefit even faster from productivity improvements, greater customer loyalty, and new innovations.While COVID-19 has accelerated digital transformation, there’s still plenty of work to do, according to The Work Survey, a global research study by LIKE.TG in conjunction with Wakefield Research. We found that 91 percent of executives admit they still use offline workflows to handle document approvals, security incident reports, technology support requests, and more. The lack of a fully integrated system to digitize and manage work is slowing down and complicating the practices of too many organizations around the world.
Digital workflows will lead the way forward. The Accenture LIKE.TG Business Group will deliver industry- and domain-specific solutions and services to our customers. Together, Accenture and LIKE.TG will initially help accelerate digital transformation programs for customers in telecom, financial services, government, manufacturing, healthcare, and life sciences. We will innovate across employee engagement, customer service and operations, artificial intelligence for IT operations, and security and risk. Clients will also benefit from the Accenture ecosystem, which includes some 8,500 skilled LIKE.TG practitioners.In this unprecedented environment, enterprises are under pressure to capture value from their technology investments while delivering transformative customer and employee experiences. I’m excited to continue our work with Accenture to help customers across industries, markets, and regions solve once-in-a-generation challenges, navigate unexpected disruptions, and reimagine the future of their businesses.Use of Forward-Looking Statements
Welcome to the Quebec release!
The COVID-19 pandemic accelerated digital transformation, forcing companies to adjust how and where they work. With today’s introduction of the Now Platform Quebec release, LIKE.TG is delivering new innovations to help businesses power through the pandemic and thrive in the new era of distributed work.Leading the low-code revolutionGartner predicts: “By 2024, low-code application development will be responsible for more than 65% of application development activity.”* Our new Creator Workflows empower every employee to innovate at scale using low-code tools. Notably:
App Engine Studio accelerates app development at scale with a fast, intuitive and guided low-code visual development environment that empowers people with no coding experience to collaborate and build applications.
App Engine Templates give teams access to pre-built workflow templates so citizen developers can get a head start and build apps even faster without having to start from scratch.
Using App Engine, the City of Los Angeles was able to design, build, and launch a custom COVID-19 testing app in just 72 hours. In Memphis, TN, St. Jude Children’s Research Hospital is using App Engine to build custom, end-to-end workflows that help deliver critical services to pediatric patients and citizens at scale. These are great examples of the many organizations solving everyday business challenges using Creator Workflows.Machine learning and native AI solutionsThe Now Platform Quebec release brings powerful new AI capabilities that empower employees to work smarter and simpler from anywhere, so they can focus on strategic tasks that deliver meaning for them and value for the organization. Here are just a few examples:
ITOM Predictive AIOps predicts IT issues before they become problems and helps organizations automate resolutions.
AI Search delivers a consumer-grade search experience for employees and customers, giving people the personalized, relevant, and actionable information they need right from their search window in service portals, on mobile, and via Virtual Agent.
Virtual Agen t enhancements accelerate time to value with guided setup and topic recommendations. Now organizations can speed incident resolution with end-to-end, AI-powered conversational experiences.
These new AI capabilities came from our acquisitions of Loom Systems and Attivio. We incorporated this tech into the Quebec release, further extending the Now Platform's integrated AI capabilities and accelerating digital transformation by amplifying human creativity, productivity and innovation.Efficient ways of workingOn the employee service delivery front, Universal Request (HRSD, WSD, ITSM) enables agents to collaborate and transfer tickets across departments in a way that’s transparent to the employee.We also have two great HR Service Delivery features in Quebec. Listening Posts helps organizations capture feedback surveys immediately. This enables managers to identify potential improvements, resulting in better employee experience. Our Journey Accelerator stimulates productivity by enabling managers to create consistent, personalized development plans for their employees.Finally, Space Mapping is a Workplace Service Delivery app that provides an interactive floor map and wayfinding experience, powered by an integration with Mappedin. Employees and visitors can use wayfinding to easily navigate to meeting rooms, amenities, and workspaces.Better customer experiencesThe Now Platform Quebec Release includes a number of important enhancements to our Customer Service Management (CSM) suite. For example, Engagement Messenger powers advanced customer engagement on third-party sites, including service catalogs, knowledge bases, case management, appointment booking and much more.This is the modern, scalable way to engage customers and service their requests. Benefits include higher case deflection rates, reduced TCO and improved customer satisfaction.On the same theme, Mobile Messaging Channels empowers agent to connect with customers using their preferred messaging channels, which tends to boost CSAT and reduce resolution time.Finally, UI Builder (for CSM and App Engine) enables design and editing of pages for Workspace and portal experiences. Now companies can create variations of a page for different customer audiences based on specific user criteria.Resiliency tools for the modern enterpriseResilience is a key factor in business performance. BCG research has found that resilient companies outperform non-resilient enterprises by a factor of three.Quebec features innovative tools to help IT pros manage risk and boost resilience. Site Reliability Operations is a new IT Operations Management feature that empowers IT with microservice visibility across teams, in one workspace, in minutes. IT gets improved observability, incident response, and planning with reliability metrics at their fingertips. In a nutshell, they’re empowered to embrace modern operations practices.Resilience is crucial for all enterprise functions, not just IT. Operational Resilience Management (for Governance, Risk and Compliance) provides a cross-functional, interactive workspace that allows organizations and stakeholders to see the status of plans, risks, and controls across the five pillars of resilience: Technology, facilities, people, suppliers, and processes.No business can achieve resilience without careful planning. Our new Roadmap Planning tool (for IT Business Management) provides a lightweight UI designed specifically for high-level planning. Users can change a plan by simply dragging and dropping bars in the tool. Strategic conversations benefit from the ability to group and color work by any attribute and expose different metrics on each bar.We look forward to partnering with our customers as they bring Quebec to life. And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.*Gartner, Top 10 Application Predictions Through 2025, 12 May 2020
New LIKE.TG industry solutions strengthen operations and drive growth
This week marks one year since LIKE.TG sent employees home to shelter in place. During that year, the world changed and the demands and expectations of our customers forever changed with it. I’m proud that LIKE.TG was there to help our customers survive and thrive. From keeping work flowing while people sheltered in place to helping streamline the vaccine management process, we’re committed to providing organizations across sectors the solutions they need to help overcome the challenges of the COVID era.Throughout the pandemic, I’m proud that LIKE.TG has increased its pace of innovation, introducing new digital tools and solutions, including for the telecommunications and financial services industries, with the tools to meet customers’ rapidly evolving needs.Building on that foundation, today we introduced theNow Platform® Quebec release, which includes new industry solutions and applications – among them one of LIKE.TG’s first purpose-built solutions for healthcare providers. The new industry solutions in the Quebec release help organizations in the telecommunications, financial services, and healthcare industries innovate quickly, be more agile, and operate more productively within a new world of work hastened by COVID.Streamlining Order Management in TelecommunicationsToday, we rely on service providers to stay connected to colleagues, friends, and loved ones. This presents a huge opportunity for providers to capitalize on the promise of new digital revenue streams and partnerships, and drive cost efficiencies with existing services and operations. But providers need a fresh approach to order management to keep up with the requirements and consumer expectations of launching new services quickly.Traditional order management systems aren't integrated to service assurance systems, making it difficult for contact center agents, network operations employees, and customers to get a clear picture of order status and service health. This drives up costs and slows time to market.Today, LIKE.TG releasedOrder Management for Telecommunicationsto address the urgent need to streamline order management and support a new wave of digital services. Order Management transforms the ordering process – from order orchestration to fulfillment – into an automated workflow that connects all the required systems and people with end-to-end visibility and service assurance on a single platform. This includes the ability to:
Go to market fast with streamlined order management that aligns to TM Forum Open API
Accelerate order delivery and reduce fallout with automated, catalog-driven workflows to connect order decomposition to fulfillment
Reduce the cost to serve customers and deliver a proactive customer experience with integrated workflows across fulfillment and assurance
“With the establishment of the new B2B business unit in 2020, DTAG started the implementation of the B2B Powerhouse initiative, including the endeavor to radically simplify and unify processes and IT for the B2B business. For this purpose, the 1B2B leadership team decided to join the LIKE.TG Design Partner Program for influencing and contributing to the further development of the LIKE.TG platform capabilities in line with the needs of a modern B2B telco,” Angela Maragopoulou, CIO B2B, Deutsche TelekomDigitizing Loan Operations in Financial ServicesCustomers are moving quickly, and their financial institutions need to keep pace. When requesting a loan, for example, customers expect an accurate, simple, and quick response that minimizes unnecessary requests for information, gives them full visibility into the status of their request, and doesn’t make them wait days or weeks for a response.Unfortunately, financial services organizations’ back and front offices are not always in sync. The paper-, phone-, and email-based systems and processes used to manage and track requests are slow, manual, and disconnected. As a result, employees spend too much time searching for data and answers scattered across multiple systems, often with a negative impact on the customer experience.To address this, LIKE.TG today releasedFinancial Services Loan Operations, a new, purpose-built app in LIKE.TG®Financial Services Operations. The app transforms loan servicing into a unified, collaborative process between financial institutions and their customers. Financial institutions can offer customers a modern, digital experience with more transparency throughout the loan process. Customer requests and issues are resolved quickly and efficiently.With Loan Operations, retail and commercial banks can connect the dots across their businesses to:
·Allow customers to submit loan servicing requests - and check the status of their requests in real-time - through a modern experience on the device of their choice
·Speed up the loan servicing process by digitizing and streamlining old, manual processes and automatically connecting the right people, departments, and institutions, to resolve the customer’s request fast
· Provide business owners with advanced analytics tools including Performance Analytics and Process Optimization to track performance and deliver better customer outcomes
Connecting Clinicians to IT in HealthcareWith a pandemic underway, global healthcare systems have been pushed to the limit over the past 12 months. In the face of often overwhelming demand, clinicians still struggle with IT issues that can take critical time away from patients. Supporting healthcare providers by allowing them to focus on their patients has never been more critical.Delivering on last June’s industry product announcement and in response to customer demand, today we introduced our first purpose-built app for healthcare providers: LIKE.TGEMR Help. The app enables physicians to quickly submit a request or report a problem with a few clicks in their EMR system.For example, when a clinician creates a ticket, the system automatically captures their requests and gives them the option to add a screenshot with appropriate encryption for personally identifiable data. On the back end, it provides a single platform for IT to seamlessly manage projects, resources, and deliverables. EMR Help improves the experience for clinicians and IT so providers can focus on patients.Key benefits of EMR Help include:
Speed IT’s response and make the process more efficient by routing requests to the proper teams, ultimately helping patients receive the best possible experience at the point of care
Tag tickets with clinician details automatically, such as username and workstation ID, giving clinicians full visibility into the status and progress of reported issues and requests
Reduce unreported issues and walkaways, as clinicians increasingly record issues within the EMR
We’re delivering industry-specific workflows to help customers accelerate their digital transformation to make work flow, whenever, wherever. We have never been more inspired to help our customers meet all the challenges and opportunities of the 21st century economy.Availability and More Information:
Order Management for Telecommunications is available now via the LIKE.TG Store.
Financial Services Loan Operations is included with Financial Services Operations and is available now via the LIKE.TG Store.
EMR Help is available now via the LIKE.TG Store.
Welcome to the Now Platform Paris release!
The world is experiencing a seismic shift from the obsolete "business process evolution" to the new "workflow revolution." Companies across industries are facing once-in-a-generation challenges. They are trying to keep their businesses on track and get their people back to work. LIKE.TG is committed to helping businesses capitalize on the opportunities of digital transformation to boost agility and resilience in this next normal work environment.With the Now Platform Paris release, we are offering powerful new capabilities that can help enterprises fuel growth and strengthen business resilience, while enhancing employee productivity and customer loyalty. These are all critical to surviving in the COVID economy.Paris includes six new products that help organizations leverage one platform to optimize IT productivity, cost, and resilience, drive customer loyalty, deliver the right employee experience anywhere, and create new workflow apps fast.
Business Continuity Management unveils modern, automated business impact analysis, business continuity plan development, and crisis management leveraging context within the Now Platform to enable operational resilience.
Financial Services Operations helps retail banks connect teams and systems in the front, middle, and back office to more quickly serve customers.
Hardware Asset Management automates the IT asset lifecycle by tracking the financial, contractual, and inventory details of hardware and devices to make smarter decisions from purchase to disposal.
Legal Service Delivery provides legal operations the visibility they need to make decisions fast and enhance productivity by eliminating manual emails and phone calls.
Telecommunications Service Management gives customers a more proactive experience and greater flexibility to manage their services.
Telecommunications Network Performance Management provides network operations teams with a unified view of the install base and the ability to analyze, correlate, and resolve events and alarms originating across multiple network monitoring platforms.
Check out our Now Platform Paris release press release for more details on all these solutions. Here I’d like to dig a little deeper into some new Paris features that we designed to make work flow across your organization.
First, some good news for the vast majority of business professionals who don’t write code for a living. Process Automation Designer enables business process owners to manage complex cross-enterprise workflows by creating no-code playbooks. It connects multiple workflows, systems, and actions into a single end-to-end to process.Good news for employees…On the employee workflow front, Now Intelligence for HR Service Delivery (HRSD) allows service agents to resolve cases much faster with machine learning while providing more personalized experiences to employees. HR Agent Workspace helps improve productivity and deliver a better employee experience, by closing cases faster with AI-assisted recommendations.Campaign Builder is a very cool employee feature that allows businesses to proactively engage and inform their employees, especially in uncertain times. This solution makes it easier to deliver the right information at the right time, to the right employees.Finally, Employee Relations helps employees navigate challenging issues and promote fairness in the workplace with a standard, consistent way to submit cases. It allows HR agents to keep sensitive employee cases confidential and resolve issues faster.
And customers!Turning to customer workflows, Customer Central improves visualization of customer information for agents and empowers them to resolve customer issues faster, expanding customer service capacity.Field Service Contractor Management enables businesses to easily manage and track work assigned to third parties, improving relationships between field service organizations and their contractors and providing better customer experiences.And who says playbooks are just for athletes? Playbooks for Customer Service Management improve customer service experiences by guiding agents through resolution steps with a pre-built playbook. The playbook defines data, tasks and steps needed to automate processes across middle office teams and empowers agents to monitor progress.Smart capabilities for ITIn these uncertain times, business resiliency has never been more important. Application Vulnerability Management ensures resiliency in case of application vulnerability. It extends visibility into vulnerabilities from infrastructure to applications and drives an orchestrated response for faster remediation.Predictive Intelligence Workbench empowers process owners to be more productive and resolve issues faster with ML-based automation that’s easy to set up. And Vendor Engagements assess risk for vendors to ensure resilient operation. This product creates engagements for any vendor in the organizational hierarchy, assesses each engagement based on area of risk and creates a risk score.Last but certainly not least: The LIKE.TG advantage is one architecture, one data model, one born-in-the-cloud platform that delivers great workflows and experiences. Our Configuration Management Database (CMDB) is core to this one platform approach. So I’m really excited to introduce the Service Graph Connector Program, a new designation within the Technology Partner Program which ensures that many of the third-party tools that businesses rely on today are directly integrated with LIKE.TG to increase data quality and reliability. The CMDB supports all our workflows and is crucial in running a resilient operation. Service Graph Connectors are part of ITOM visibility and represent a significant advance in CMDB technology.Paris is the seventh platform release that I’ve overseen at ServiceNow. I’m so proud of the global engineering, product, and design teams that worked tirelessly amid a global pandemic to ship the Now Platform Paris Release on time while delivering high-quality innovation.We look forward to partnering with our customers as they bring Paris to life! And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.
How Accenture drives digital transformation at speed with the Now Platform
Accenture is renowned as a global leader in technology consulting and outsourcing, with 500,000 employees serving clients from a range of industries, across 51 countries. The organisation uses the Now Platform to transform how it gets work done and is also a long-standing partner. At Knowledge 20, Accenture was named LIKE.TG’s Global Partner of the Year.Karen Odegaard, Managing Director, Now Platform, at Accenture, and Fiona Anklesaria, Solution Design Lead, Accenture, joined LIKE.TG’s Neighbourhood series to explain how the organisation has transformed the way employees get work done.Odegaard sits within the Accenture global IT organisation and runs digital worker technologies. These are the platforms, technologies and solutions that employees need to be productive, every day for Accenture and its clients.
Becoming lean and agile, Accenture is five or six years into a digital transformation journey fuelled by the intent to be more agile and cloud-based, to lean into its operations and to improve experience for employees, partners and clients.“When we started this journey, we knew a cloud native platform would be instrumental in helping to achieve our objectives and digital transformation goals, at speed and much faster than we could do ourselves,” Odegaard said. “We’ve definitely seen benefits from the investments we’ve made in ServiceNow.“We’ve reduced the overheads of operating our critical service; we have more self-service capabilities available to our employees, so they’re getting what they need much faster and in an automated way; and in general, we have people spending less time figuring out how to navigate our organisation.”Odegaard added that LIKE.TG helped Accenture meet its end-to-end goals around experience and create more end-to-end services, bringing together various corporate functions across the enterprise.Expanding LIKE.TG across AccentureAnklesaria explained that after moving from a legacy solution to the Now Platform, Accenture has established a common IT foundation for incidents, problems and changes. The team then sought other opportunities to leverage LIKE.TG cross-functionally across Accenture.Leveraging and delivering services across the organisation scaled the impact of LIKE.TG for Accenture – not just in IT, but in areas such as finance, human resources and marketing. Accenture Support provided support across the board. “LIKE.TG is our customer portal for our users, serving employees in the way they want to work,” Anklesaria said. “This has delivered a major impact in breaking down the silos and disparate solutions we had, creating the experience and journey for our users in one place.”LIKE.TG supports pandemic responseThe world has changed dramatically since Accenture started its transformation journey. “COVID-19 has been an interesting experience for all of us,” Anklesaria explained. “We leveraged the LIKE.TG platform in a lot of ways for emergency response, to enable a lot of new workflows that support a distributed ‘work from home’ model, along with approvals processes.”“As we return to the office, we’re focused on what processes we can digitise, future-proof, with LIKE.TG, to make work better for people. When COVID started and we transferred to a work from home model, our enterprise asset management team – who also utilises LIKE.TG – had deployed over 100,000 different assets to people to enable them to work from home.”“Now that we’re preparing for the transition back, they’re actually leveraging LIKE.TG to develop a solution to restock all of those assets, via mobile. We’re also exploring different areas as our other locations are going to request and follow new policies in place, how we can leverage the workflow capabilities in LIKE.TG to help manage that process.”These aren’t the only areas where Accenture is looking to expand its use of the Now Platform. “We are always looking for opportunities to maximise our use and the investment that we have already made,” said Odegaard. “We are continuing to help service the orchestration layer, to help transform experiences in complex areas that we historically wouldn’t have looked to for a platform like this.“We are looking at employee travel and transforming that end to end experience; procurement, and the end to end buying experience; and payroll transformation, a complex global process that LIKE.TG can simplify across the globe.”Governance and reskillingOdegaard also highlighted the importance of governance to the success of enterprise platform projects. “Initially our focus was very tactical, and I think if we had known we would scale so quickly, we would have layered in the right governance from a platform perspective earlier on,” she said.“As we went through our upgrade cycles there are probably some things we could have done better in the early days. We’ve now course-corrected and we have the right level of governance as we’re doing 20-25 projects every year. That is the only recommendation I would have to clients who are going on this journey from an enterprise perspective, is to think about governance for the platform sooner rather than later.”Odegaard’s advice: Treat the process as a journey. Accenture re-evaluates its roadmap on a yearly basis so it can continue to innovate. “LIKE.TG has been a catalyst for the business to reskill our workforce,” she said. “I represent internal IT and we had skilled LIKE.TG people from the inside-out to partner on the implementation.“We have a few highly skilled LIKE.TG people as part of our team, and we retrain a lot of our workforce on LIKE.TG, again to help us deploy this capability at scale. This is a great opportunity because the skills that you learn from a platform like LIKE.TG are translatable to other platforms within your ecosystem.”To learn more and view the Accenture LIKE.TG Neighbourhood session.
LIKE.TG launches Cloud Call Center solution
Now more than ever, businesses are challenged to transform themselves into digital organizations to better serve employees, customers, and partners, more proactively, and in a more personalized way.Modern IT support is business-critical, and the demands on IT are growing exponentially, particularly amid the “new normal” of remote work. At the same time, business leaders are racing to envision and implement what their future work environments will look like.In this always-on world of work, employees depend on advanced technology to collaborate with colleagues and find innovative solutions that build customer loyalty, fuel growth, and sustain market leadership. These growing demands mean IT departments need to do more with less and re-imagine digital-first processes, applications, and toolsets.Contact-Center-as-a-Service for a new world of workLIKE.TG has launched an innovative, AI-driven “Contact-Center-as-a-Service” approach to IT support, delivering increased efficiencies and cost savings, while providing employees with best-in-class IT support.Our new Cloud Call Center solution — Amazon Connect Integration with Cloud Call Center — offers native integration of AWS’s natural language AI technology, Lex, Transcribe and Comprehend, with our IT workflow and service desk capabilities. Together, we will help automate support tasks and will help drive down costs while improving both the caller and agent experience.LIKE.TG is a big believer in Amazon Connect. We recently deployed Amazon Connect to power our own global IT help desk and customer call center, so it can create unique employee and customer interactions, while decreasing our operational expenses.This capitalizes on the advanced capabilities of AWS and LIKE.TG’s IT Service Management (ITSM) Professional to give organizations the ability to deploy a cloud contact center in minutes while meeting escalating call center demands.Users are empowered to help themselves and solve common support issues, such as password resets, account unlocks, and incident status checks, without ever having to speak to an agent. And for calls requiring human intervention, the solution, leveraging AWS’ AI-driven real-time text to speech transcription, sentiment analysis, and keyword spotting to power retrieval of responsive knowledge articles where needed, proactively provides agents with context-relevant critical detail and context to accelerate resolution times and thereby improve customer satisfaction.
Transforming the IT support modelA large and broad U.S.-based healthcare company was using a legacy IT support solution with limited data analysis capabilities, which had no method for measuring the voice experience for end-users and customers.Changes to the system often took three to four months to implement. Costs were high, as simple changes to voice recordings needed to be translated into multiple languages.The company integrated LIKE.TG’s ITSM solution with Amazon Connect, which allowed it to transform the contact center experience for employees. The company implemented voice-based navigation, voice call transcription and recording, post-call survey, and capturing of voice call data analytics to drive continuous improvement. The solution provided a data-driven path to improve the call center experience with increased flexibility, scalability, and agility.New features are now deployed within minutes instead of three to four months, and the company is now able to review active call and voice data and provide a useful customer survey experience. Additionally, its IT department now has an internal roadmap for continuous improvements for a better digital IT support experience.Key features and benefits of LIKE.TG® Cloud Call Center include:
A natural language experience – Employees can use everyday language to solve their IT problems without any specialized training or requirements.
Omnichannel engagement – Whether employees access IT support through their browser, mobile chat, walk-up, or voice interactions, they get a consistent, seamless experience.
Call deflection – Frequent IT support requests, such as password resets, or account unlock, can be done over the phone without ever speaking to an agent
Agility and Flexibility – Built on the AWS and LIKE.TG ® platforms, enterprises can be assured that their call flows and IT processes are flexible and dynamic.
Performance analytics – IT and contact center managers get insight into emerging support trends, across all supported channels, to better anticipate employee needs and improve agent coaching to streamline future service delivery.
Amazon Connect Integration with Cloud Call Center is available from the LIKE.TG Store as a free integration for ITSM Professional and ITSM Enterprise customers. The solution is certified for LIKE.TG’s New York and Orlando releases (as of April 2020).
New Messaging Service drives end-to-end employee and customer experiences
The new world of hybrid work requires creative ways to engage with customers and employees no matter where they’re located. To answer that call, we’ve launched the LIKE.TG Messaging Service to provide a seamless experience from issue to resolution.Built on integration with the Twilio platform, LIKE.TG Messaging Service makes it easy for LIKE.TG users to integrate SMS and WhatsApp into digital workflows using the Now Platform. That means organizations can interact with employees and customers from anywhere to quickly solve requests.Keeping the lines of communication openBy enabling two-way communication between businesses and customers, Messaging Service empowers customers to use the messaging services they’re familiar with to seek company help and answers and to request services. As a result, businesses can:
Resolve issues fast.
Unite the front, middle, and back offices with digital workflows.
Break down silos.
Automate processes across teams.
“With LIKE.TG Messaging Service, we are improving customer engagement while supporting customers on the channels of their choice,” explains John Ball, senior vice president and general manager of Customer Workflows at ServiceNow. “This is a natural extension of LIKE.TG Customer Workflows, which unite the front, middle, and back office to create a great end-to-end customer experience.”Customers aren’t the only ones to benefit. Employees can quickly and easily get the support they need from human resources, IT, and other departments via WhatsApp and SMS.Empowering connectionsLIKE.TG has partnered with Twilio since 2019 to bolster how companies communicate and interact with their customers and employees.This announcement comes on the heels of new Customer Workflows and Employee Workflows capabilities launched in the Now Platform Rome release. Those include:
Conversation Autopilot – which lets agents transfer chats to virtual agents for repetitive tasks
Customer Service Playbooks: Focused layout – which equips agents with a virtual coach to help them through customer service requests
Rich Messaging – which elevates tasks that require more than simple text, such as appointment booking
Employee Center – a portal where employees can get help, complete tasks, and find personalized information.
LIKE.TG Messaging Service is available immediately.
Create a great end-to-end customer experience with Rome release
During the pandemic, companies that weren’t digitally enabled had great difficulty dealing with the massive disruption that hit them overnight. For me, this reinforced the lesson that great customer experience goes beyond simply boosting engagement or providing multiple touch points. Instead, customer-centric companies outperform by realigning operations and processes for better customer outcomes.The Now Platform® Rome release features multiple Customer Workflows innovations that help companies deliver great end-to-end customer experiences, improve employee productivity and satisfaction, and realize significant cost savings. The result: happier customers and employees and improved bottom lines.Create impactful customer engagementWith the new LIKE.TG® Messaging Service launched in Rome, it’s easier than ever to deliver great customer experience on the most widely adopted messaging platforms, turning your alerts and notifications into opportunities to engage with your customers.Companies can now purchase SMS and WhatsApp messaging services directly from LIKE.TG, benefiting from favorable, pre-negotiated messaging rates globally and assist in reducing friction in the sales cycle. We added Rich Messaging to elevate tasks such as appointment booking that require more than simple text to deliver a great customer experience.We also made several enhancements to Engagement Messenger that enable companies to embed service directly in a website or a mobile device to offer service at their customer’s point of need. Another really cool feature is Deep Linking, which takes user context into account. Depending on the page or the user behavior on the page or website where the Engagement Messenger is embedded, one can deep-link to a specific article, filtered search, service catalog item, or case.For example, when a customer makes an e-commerce purchase, a company can launch Engagement Messenger to immediately open a specific knowledge article, catalog item, or Virtual Agent topic relevant to the task at hand. Customers don't always need to speak to a human agent.Today, when customers are engaged in a live chat with a customer service agent and they need to accomplish common tasks such as creating a case or booking an appointment, the agent needs to ask questions and guide the customer through the steps. This is inefficient and ties down the agent to this repetitive task.In Rome, we introduced Conversation Autopilot, a massive productivity booster that allows an agent to transfer a chat to a virtual agent for repetitive tasks such as collecting information or answering screening questions.Solve issues quickly, proactively, and consistentlyService agents are often a customer’s first point of contact with a company. Fulfillment of many service requests involves a complex set of tasks that span systems, teams, and processes. With Customer Service Playbooks: Focused layout, agents don’t need to remember this complexity.
Instead, this feature pairs agents with a virtual coach who can guide them through each step. The easy-to-use format enables agents, especially newer ones, to be productive and confident. This makes it easy for agents to focus on their current activity while maintaining visibility into the full process lifecycle.Customers get fast service and a consistent experience. Supervisors can easily track agents' service-level agreement performance. And agents don’t need to be reskilled each time a process changes.However, not every case has a clear-cut path to resolution. With the new Guided Decisions, agents receive two types of next-best actions for customer cases in their workspace:
Questions to lead the agent to a solution
Direct guidance relevant to the case, such as proposing a resolution or an offer
The feature dynamically ranks next-best actions based on the business context and displays the optimal recommendations relevant to the issue being addressed.Guided Decisions help agents resolve cases fast and reduce the time for training and retraining. Companies can use the Now Platform to provide agents with the latest, best advice, thereby reducing the amount of time they spend researching solutions for customer issues.Finally, the no-code and low-code configuration speeds the creation and deployment of new guidance for agents.Increase field service efficiencyField service workers are crucial to maintaining operations and delivering customer-facing products and services.Intelligent Task Recommendations help maximize the number of tasks a technician can complete per day by reducing gaps in their schedule. It’s time-consuming and inefficient for dispatchers to fill schedule gaps manually, especially when customers cancel at the last minute or technician availability changes. Instead, Intelligent Task Recommendations help identify the best available tasks when there are openings in a technician’s schedule.Many field service organizations support complex projects that require a team of technicians to complete the work order. For example, a wellhead repair crew might include a hydrologist, a mechanical engineer, and an electrician. With Field Service Crew Operations, field service dispatchers can manage and assign tasks to crews made up of multiple technicians.Dispatchers can easily assemble fixed crews in advance for planned work and ad hoc crews for task-specific work. Assigning a work order to a crew automatically assigns it to each crew member, streamlining the assignment process.Resolve issues proactively with the IoTCompanies today collect reams of real-time data from IoT devices and sensors in the field. This often results in siloed, reactive operations. The Connected Operations releases on the LIKE.TG Store in June and September 2021, part of our journey to the Rome release, help companies take proactive action.They can interpret data, see how many customers are impacted, identify what action if any needs to be taken, and automate best practice processes through workflows without the customer having to engage.Historical Asset Performance Analysis provides a visual history of your equipment data, so you can detect trends, perform root cause analyses, optimize equipment performance, and—most importantly—react proactively to IoT data streams.This enhancement allows you to use the Digital Twin Dashboard more strategically. That’s especially critical if an asset or equipment is not performing as expected. Now you can compare connected attributes on an asset—such as wind speed, motor temperature, and revolutions on a wind turbine—to uncover issues, perform proactive maintenance, and increase asset uptime.We also introduced a new rule type to the IoT Rule Engine in Connected Operations: time-based rules. It runs prebuilt rules against IoT data to detect issues. This enables fast issue detection and response.Let’s say an IoT device registers a refrigerator with an abnormally high temperature. This could be a false positive, making it wasteful to roll a truck without further investigation. Evaluating temperature trends over time provides greater precision and control.Once an issue is detected by time-based rules, the rule triggers automated remediation workflows, such as automatically dispatching a technician to fix the overheated refrigerator.There are a lot more Customer Workflows innovations in the Rome release than we were able to mention here. Learn more at Now at Work.
Unleash innovation with low-code Now Platform enhancements
New digital experiences are imperative to win market share and attract new talent. The speed to build these experiences directly impacts how organizations differentiate. However, there aren't enough trained software developers to meet the new demand. There needs to be a better way.LIKE.TG® Creator Workflows, supported by App Engine and IntegrationHub, provide a strategic low-code platform to help organizations:
Deliver workflow automation fast with a consumer-grade user experience.
Enable siloed systems to work together.
Create more efficient and productive ways to get work done.
The Now Platform® Rome release introduces many new features that make Creator Workflows even more beneficial for your business.Enterprise-ready low-code for citizen developmentApp Engine helps you build digital workflows fast on a single, low-code platform. App Engine Studio, available with App Engine, can help empower developers of all skill levels to build apps fast in a guided visual development environment. It provides everything creators need to build mission-critical workflow apps with ease.Brand-new collaboration features in the Rome release can help organizations gain more developer productivity. IT can set up successful citizen development programs with enhanced support for governance and new foundational features.Low-code is powerful when all developers, regardless of skill level, can participate and build apps together. In the Rome release, we’ve added native collaboration support to App Engine Studio. Creators can invite one another to team up in development projects without worrying about underlying technical nuances with co-development. More developers can build better together. Apps can be built fast, by more people.To facilitate structured collaboration, we’ve expanded Delegated Development to App Engine Studio. With a few clicks, administrators can specify granular access to features and functions in App Engine Studio. New app collaboration descriptors help tailor access permissions to the nomenclature for your developer personas. These features help make citizen development with App Engine safer and align better with your IT culture.We’ve also enhanced mobile development. The fully revamped Mobile Wizard within App Engine Studio provides in-depth customization of your mobile experience right from the start. With this new feature, you can add production-ready mobile front ends to your apps in minutes.Lastly, with the Rome release, App Engine Studio includes industry-standard source control. Admins can benefit from more sophisticated version control and app authoring capabilities. This accelerates app development without sacrificing data integrity.Rapidly build and configure mobile apps One of the most exciting aspects of the Rome release is the introduction of Mobile App Builder, a brand-new development environment that allows creators to leverage the full power of the LIKE.TG mobile platform. Mobile App Builder serves as the replacement to Mobile Studio.
The new environment offers a streamlined approach to mobile app development that creators of any skill level will be comfortable with. This tool provides an array of intuitive mobile app building blocks for inexperienced creators, in addition to feature-rich capabilities that deliver the flexibility and depth necessary for pro developers.Mobile App Builder is tightly coupled with Mobile Card Builder to provide a framework focused on reusable, modular components. This both expedites mobile app development and encourages collaboration.To make mobile app development even more accessible, Mobile App Builder is also an integrated aspect of App Engine Studio. Using the new Mobile Wizard, creators can harness the power of Mobile App Builder in a simple, guided fashion.The Mobile Wizard is designed with citizen developers in mind. It can bring a dynamic mobile experience to life in just a few easy steps. Once a mobile experience has been created, users can dive into the rich capabilities of Mobile App Builder without leaving App Engine Studio.This latest innovation puts Mobile App Builder in the hands of low-coders using the same tab-based system they would use for data or automation design. These new features make it easier and faster than ever to bring world-class mobile experiences to life.Keep work flowingLIKE.TG Flow Designer enables users to easily create end-to-end digital workflows and automate any process—from simple productivity to complex transformation—in a low-code, natural language environment. LIKE.TG continues to invest in this flagship workflow tool in the Rome release, with several enhancements, including the introduction of Error Handling and Decision Designer.Error Handling automates notification and remediation of flow errors to keep work flowing. Previously, if a flow encountered an error, it would stop abruptly. As a result, workflows stalled. Errors were only discovered upon end-user reported delays. Admins then had to respond to urgent, unplanned work to investigate, triage, and identify resolution.In the Rome release, developers can add proactive error handling steps that auto-initiate whenever a workflow error occurs. This helps improve workflow uptime, resulting in fewer support tickets, less emergency action by admins, and smoother operations across the enterprise.Decision Designer decouples decision logic from flow design so business users can configure decision criteria without relying on IT. With a few simple selections in an intuitive interface, business users can easily create decision tables with decision rules, evaluation criteria, and results for inclusion in Flow Designer flows and other LIKE.TG business logic. Decision Designer is available for Quebec in the September Store release, with Rome support planned by November.Connect LIKE.TG workflows, fastIntegrationHub simplifies cross-enterprise automation at scale by accelerating LIKE.TG workflow connectivity across critical business systems. In the Rome release, we’ve added IntegrationHub Import to IntegrationHub. This new feature streamlines large and complex data imports by automating this previously complex process down to three simple steps configured in an intuitive UI.Additionally, the Rome release adds more flow templates to speed automation development. Available in App Engine Studio and the LIKE.TG Store, these flow templates provide best-practice starter workflows complete with seeded integrations.Automation developers no longer have to start from scratch. More than 30 flow templates are now available in the LIKE.TG Store, covering six common flow patterns:
Notifications
Document management
DevOps
Access management
Customer relationship management
Additional integration use cases, such as robotic process automation (RPA) and survey automation
These are just a few of the many new features in Creator Workflows in the Rome release. Learn more about the latest innovations at Now at Work.
New LIKE.TG industry solutions help organizations adapt to digital-first world
The pandemic has accelerated the digital imperative across all industries. At LIKE.TG, our purpose is to make the world of work, work better for people. That purpose has never been clearer as we help our customers solve some of the most pressing challenges of the 21st century—from talent shortages to continuing global vaccination efforts—and everything in between.Today, we introduced the Now Platformâ Rome release, which includes new industry solutions to empower organizations to accelerate automation and strengthen operations across the enterprise. These new solutions are purpose-built to help organizations in the manufacturing, telecommunications, financial services, and healthcare and life sciences industries fuel great experiences and connect more deeply with customers and employees in the new world of work.Reinventing how manufacturers connect their workforceWe’re living in one of the tightest job markets in modern history. Even before the pandemic, manufacturers struggled to find talent, facing digital skills shortages and a sizable proportion of the workforce nearing retirement age. But as plant modernization accelerates, upskilling talent and enticing younger workers has become a do-or-die situation.To help address these challenges, LIKE.TG today released Manufacturing Connected Workforce, a single digital solution that helps manufacturers maximize their return on Industry 4.0 investments. Manufacturing Connected Workforce connects people, processes, and technology, serving as a resource to capture and retain knowledge, upskill employees, and ultimately create an agile, flexible, and resilient environment.
LIKE.TG® Manufacturing Connected Workforce helps digitize:
Maps and visual guides of a facility’s systems and processes
Standard operating procedures (SOPs) to help ensure efficiency and compliance
Institutional knowledge to empower operators with best practice expertise
The Rome release also includes Operational Technology Management (OT Management)—a single system of action to manage and secure critical operational technology across all manufacturing operations from one platform. OT Management provides a complete and contextual view of OT systems within the Now Platform, so you can keep them secure—and up and running.Manufacturers can then connect operational technology to production processes and digital workflows to rapidly respond and recover from any incident or change.“As plant modernization becomes a necessity to accelerate and the skills gap continues to widen, manufacturers are seeking new ways to leverage technology to connect and enable their workforce and digitize, secure, and protect their operations,” says Andrew Caveney, global supply chain partner, EY UK.“As part of our work with LIKE.TG, we are combining EY’s manufacturing industry, supply chain, and cyber expertise with LIKE.TG’s industry-leading digital workflows to help our manufacturing clients improve experiences and outcomes across the manufacturing value chain.”Modernizing and streamlining financial servicesFinancial services companies face mounting competitive pressure to rethink how their organizations will function and interact with customers in the new world of hybrid work. Harnessing the power of the Now Platform, financial institutions can connect employees and systems across the front, middle, and back offices. With full transparency, they can structure, automate, and streamline how work gets done to deliver better customer and employee experiences.Building on Financial Services Operations, our Rome release extends the process improvement power of the Now Platform to even more use cases out of the box through three new apps:
Client Lifecycle Operations: Onboarding a new bank customer involves layers of paperwork and documentation related to compliance and due diligence—much of which is manually exchanged. Client Lifecycle Operations provides simple, comprehensive playbooks and automated tools to help banks onboard new customers fast and reduce costly errors.
Complaint Management: Every complaint presents a risk and, if not handled properly, can lead to regulatory fines and damaged customer relationships. Complaint Management helps banks prioritize, escalate, and route complaints, accelerate resolution times, and create a clear audit trail to avoid reputational damage and fines.
Treasury Operations: Treasury services—such as wire transfers, ACH payments, and remote deposit capture—is a high-margin business and an important revenue stream for commercial banks. Treasury Operations expedites the client onboarding process by pulling customer information into a single system of action and enabling digital workflows to automatically manage tasks across several teams so banks can realize revenue fast.
“At Kiwibank, our purpose is to make Kiwi better off. We live this by focusing on creating insanely simple experiences for both our customers and our own employees. This can be complex with disparate systems and manual processes,” says Nathan Hopkins, product manager of digital technology at Kiwibank.“We’re seeing significant value from the Now Platform as we continue to streamline, standardize and digitize processes across the organization, and are redistributing saved productivity minutes into higher-value activities daily with ServiceNow.”Building flexibility into telecommunications workflowsDemand for better digital experiences is at an all-time high. Accelerated by the pandemic and coupled with the rollout of 5G and next-gen services, communications service providers (CSPs) have been presented with both a massive opportunity and the risk of falling behind if they don’t adapt and evolve.With the LIKE.TG Rome release, several new Order Management for Telecommunications apps enable CSPs to improve customer satisfaction, accelerate time to revenue, and reduce cost of service:
In-flight Change Orders: Improves productivity and reduces manual tasks for agents using dynamic workflows to better update and manage active orders, offering greater flexibility, speed, and adaptability to respond to customer needs and requests
Service Order Management: Accelerates and simplifies order delivery with zero-touch automation for decomposing and orchestrating orders and improving agent productivity and customer satisfaction
Order Capture UI: Streamlines the order capture experience for new and change orders, delivering an integrated service experience across ordering and trouble management for agents and operations teams
Powering the healthcare ecosystem of the futureAvailable today in the Rome release, Healthcare and Life Sciences Service Management is our digital health platform for healthcare providers, life sciences companies, and healthcare payers. Based on the HL7 FHIR standard, our new industry-specific data model extends the power of the Now Platform to help solve a broad set of use cases within the healthcare and life sciences industries.We simplify everything from pre-visit questionnaires to patient support between appointments to clinical trial interactions—all geared at building better patient experiences. These workflows free clinicians’ precious time to focus on what matters most: the patient.Healthcare and Life Sciences Service Management now includes LIKE.TG Vaccine Administration Management (VAM) to continue helping public and private sector organizations efficiently turn vaccines into vaccinations. By connecting workflows across organizations and systems, we’re powering more effective vaccine distribution, administration, and monitoring.
Removing obstacles to quickly getting vaccines to the people who need them will be critical as the fall and winter flu season arrives and numerous countries continue to battle rising COVID-19 cases.“The COVID-19 pandemic presented an enormous challenge and opportunity for SnapNurse. We are proud to provide greater access to education and COVID vaccines through our SnapClinics in underserved urban and rural communities in the US,” says Cherie Kloss, founder and CEO of SnapNurse.“The LIKE.TG Platform and LIKE.TG Vaccine Administration Management solution have helped us manage scheduling, inventory, and reporting of COVID vaccinations, ensuring the flow of data is secure, consistent, and up to date. We see ongoing value in the LIKE.TG Platform to continue to deliver healthcare to citizens across the US.”Beyond the US, “New South Wales Health deployed LIKE.TG’s VAM in just 10 business days to help support the acceleration of our state’s COVID-19 vaccine rollout,” says Dr. Zoran Bolevich, chief executive of eHealth New South Wales in Australia.“The system has simplified and automated workflows between administrators, clinicians, and patients so that we can vaccinate more people, faster, with less duplication and risk of errors. The capability of VAM to enable the vaccination process to be managed end to end has enabled our amazing clinical and administrative staff to provide a seamless and efficient service to hundreds of thousands of people across the state.”Toward a productive futureThe global economy is recovering at the fastest pace in 80 years, and organizations across all industries are investing in digital transformation to unlock new levels of innovation, agility, and productivity to adapt to this new economy.I’m proud that LIKE.TG has been in lockstep with our customers every step of the way. We’re making sure that no matter where or how their work happens—in a hospital, on a manufacturing floor, at home, in an office, or on the go—the work continues to flow.Learn more about the innovations in the Rome release at Now at Work.
LIKE.TG partners: 2021 global award winners
As we continue to accelerate our growth to $10 billion and beyond, equipping, enabling, and empowering a vibrant and dynamic partner ecosystem is critical to our success. LIKE.TG partnersI had the honor of recognizing our top-performing partners at LIKE.TG’s 2021 Global Partner of the Year Awards digital event. These partners have excelled at developing Now-enabled workflow practices and services offerings, including key capabilities, competencies, and certifications to sell and deliver world-class business outcomes to our joint clients.This year's award winners were based on partner performance in 2020 with the following attributes: revenue contribution, product line expansion, skill growth, overall business transformation, and others. Join me in congratulating the amazing LIKE.TG 2021 Global Partner of the Year Award winners:Accenture: Global Partner of the YearAccenture demonstrated world-class execution in expanding its certification and LIKE.TG business. This partner has shown notable commitment and investment in LIKE.TG that drives innovation and positive business outcomes.Devoteam: Global IT Workflow Partner of the YearDevoteam did an outstanding job expanding its LIKE.TG IT Transformation Workflow practice. This highlights the company’s commitment to delivering world-class experiences and outcomes to accelerate the digital transformation of our joint clients.Deloitte: Global Employee Workflow Partner of the YearDeloitte expanded its Human Capital Transformation Practice with its LIKE.TG-enabled Employee WorkflowAccenture: Global Customer Workflow Partner of the YearAccenture was exceptional in expanding its LIKE.TG Customer WorkflowAccenture: Global Creator Workflow Partner of the YearAccenture consistently delivered new levels of customer value in low-code development. This partner leveraged Creator Workflows to help customers meet the challenges of our time with agile automation that drives business velocity.Segment Partners of the YearOur Global Segment Partners of the Year demonstrated excellence in certification and LIKE.TG pipeline growth. They also showed industry-leading engagement and the ability to exhibit substantial acceleration and growth. The winners are:
EchoStor Technologies: Global Specialist Segment Partner of the Year
Iceberg Networks Corp.: Global Premier Segment Partner of the Year
CDW Logistics LLC: Global Elite Segment Partner of the Year
Plat4mation: Global App Development Platform Partner of the YearPlat4mation excelled in app development and ratings, building its apps on the Now Platform. It also exhibited strong year-over-year growth.Cognizant: Global Accelerated Growth Partner of the YearCognizant accelerated its certification growth and LIKE.TG pipeline expansion over the past two years, including key showcase wins.Deloitte: Global Transformation Partner of the YearDeloitte delivered several game-changing solutions that significantly transformed the client's business by providing outstanding value and outcomes. This partner also made significant strides in annual contract value and certification growth.Infosys: Global Service Provider Partner of the YearInfosys achieved overall excellence in delivery and LIKE.TG pipeline growth. It consistently demonstrated the ability to deliver a world-class customer experience.Nexus Technologies: Global Emerging Growth Markets Partner of the YearNexus Technologies showed extraordinary growth in certification obtainment and pipeline. The company exhibited significant progress over the last two years and has the potential for more growth moving forward in a targeted emerging market.Industry Solutions Partners of the YearOur Global Industry Solutions Partners of the Year were chosen for having the most innovative use-case solution and driving significant client business value and outcomes:
Deloitte: Global Industry Solutions - Financial Services Partner of the Year
Accenture: Global Industry Solutions - Telco Partner of the Year
KPMG: Global Industry Solutions - Healthcare Partner of the Year
Plat4mation: Global Industry Solutions - Manufacturing Partner of the Year
Tech Mahindra: Global Emerging Industry Solutions Partner of the Year
Congratulations to all the winners!Last year, LIKE.TG equipped and enabled our global partner ecosystem to make the world of work, work better for people and accelerate our customers’ digital transformation journeys. The LIKE.TG global partner ecosystem delivered extraordinary employee and customer experiences and associated business value outcomes.I’m encouraged by our ongoing progress and what we’ve accomplished together. We continue to force multiply with our partners on the journey to $10 billion and beyond.
Now Platform Rome release delivers capabilities for hybrid work
The ways we live and work have fundamentally changed with remote working and hybrid work models becoming the norm. Digital transformation has taken on a new level of urgency to the point where its success or failure directly impacts an organization’s ability to prosper or even survive.More than ever, organizations need a single platform to enhance productivity, accelerate innovation, and engage their employees and customers, wherever they are. To achieve success, organizations are turning to the Now Platform® to:
Automate and connect digital workflows.
Deliver modern, consumer-grade experiences.
Empower innovators to create new intuitive apps at scale.
Today, as part of the Now Platform Rome release, we’re introducing several new and exciting platform capabilities designed to help organizations like yours thrive in the new world of hybrid work.Work smart and fast with purpose-built AIIT leaders aim to exceed their business goals for increasing self-service and reducing mean time to resolve (MTTR). Ultimately, they want to satisfy end users and give back time to their IT service agents so that they can focus on more strategic initiatives. However, with myriad automation solutions available—such as Virtual Agent, Auto-Routing, and Agent Assist—it can be difficult to know which use cases and solutions to tackle first.In the Rome release, we’re introducing Automation Discovery, a solution that delivers the insights necessary to support decision-making on out-of-the-box automation opportunities.Automation Discovery is designed to enable quick returns on investment by offering approximately 180 predefined opportunities where automation can be applied and by identifying the top 10 opportunities to help IT leaders focus their efforts.LIKE.TG® Automation Discovery can help IT leaders increase incident deflection, lower the MTTR, and achieve fast time to value.
Deliver fast and more accurate search resultsWith the latest AI Search enhancements in the Rome release, users can benefit from content security, greater accuracy, and enhanced user experience with better search relevancy—as well as better performance for improved deflection.For peace of mind, users can search external content securely through a single search application across a variety of data sources. This helps deliver a cohesive experience for customers looking for a unified portal solution.With Rome, users can also benefit from an enhanced user experience with improved quality of results. For example, AI Search pulls the exact span of text in a longer passage to focus on the user’s actual question. Results are more contextual and highly personalized.Drive engaging conversational experiencesThe focus for the Rome release of Virtual Agent is about enhancing the experiences of both end users and administrators.Through the introduction of asynchronous chat, users can engage agents at their convenience, freeing both parties from needing to be continuously active in a conversation. Upon either a user’s or agent’s return, unread messages are highlighted and ready to be continued or completed. This allows, for example, agents to be more proactive and share meaningful information whether a user is online or not.We’ve also made a few key enhancements to Virtual Agent Designer, namely in the ease of multilingual Virtual Agent deployments. Admins can now author, translate, and test topics in multiple languages, all within the designer panel. To continue enriching our omni-channel experiences, we’ve also improved the authoring and management capabilities with Virtual Agent Designer to better handle deployments across channels.In the Quebec release, we launched Conversational Analytics, a tool that allows admins to monitor and improve the performance of their Virtual Agent conversations. A few enhancements made in Rome bolster Conversational Analytics, but none is more consequential to admins than funnel analysis. Through the lens of this new analysis, insights and optimizations to conversation paths can be gleaned by easily examining user behavior and identifying where drop-offs may occur.Create natural language models in multiple languagesMultilingual Model Management is an enhanced experience on the NLU Workbench. It enables both model authors and administrators who manage models in multiple languages to create secondary models in foreign languages consistent with models developed in their primary language—all with a single click. Models, whether in primary or secondary languages, are consistent with each other in terms of intents, entities, and vocabulary.Trust your workflows to a single, secure platformWith the Rome release, we’ve enhanced the security capabilities in the Now Platform in ways that directly address concerns of today’s CISOs, security admins, and risk and compliance managers.LIKE.TG Multifactor Authentication (MFA) provides customers with an additional, optional layer of defense against unauthorized access to their instances. The Rome release includes enhanced MFA with support for both biometric and hardware security keys to simplify the authentication process for end users.Every CISO is concerned about employees walking off with company data. In the Rome release, Data Export Metrics enable LIKE.TG customers to detect unauthorized exports of their data with exfiltration alerts and a dashboard to monitor data exports in the Instance Security Center.
Data Export Metrics in Instance Security CenterThe Now Platform Rome release is the latest example of our unwavering commitment to deliver new Now Platform capabilities that LIKE.TG customers can benefit from. Learn more about the innovations in the Rome release at Now at Work.