Accenture, ServiceNow roll out unit dedicated to reshaping work

Accenture and ServiceNow, through a multi-million dollar investment program cued over the next five years, have formed a new business group to help private and public sector clients better address today’s operational challenges.

The Accenture ServiceNow Business Group is intended to help firms rapidly evolve organisational processes and optimise technology investments by adopting digital workflows that deliver modern, personalised customer and employee experiences.

This includes empowering employees and customers with self-service and remote work programs that offer increased flexibility, mobility, and choice. 

By establishing a more modern workplace with platform-driven, technology-enabled workflows, organisations are better positioned to balance business needs, satisfy customer demands, drive employee engagement, deliver productivity expectations, and realise workplace cost optimisation.

“With a move to the cloud, they [clients] can reimagine their operations, reskill their employees, and become more sustainable. ,” said Julie Sweet, CEO of Accenture. “Working together with ServiceNow to automate complex processes and create better experiences across industries, we will help organisations deliver greater 360-degree value that benefits all — their customers, people, shareholders, partners, and communities.”

ServiceNow CEO Bill McDermott said that considering 20th century technologies are too slow, too siloed, too stuck in the status quo to meet the dynamic digital demands of employees and customers, the partnership intends to deliver speed, agility, and resilience to help firms “become a 21st century digital business.”

Together, Accenture and ServiceNow will initially help accelerate digital transformation programs for customers in telecommunications, financial services, government, manufacturing, healthcare, and life sciences. 

Workflow innovation will focus on employee engagement, customer service and operations, artificial intelligence for IT operations, and security and risk. Additional industry solutions will be developed in the future.

For example, Boehringer Ingelheim, a pharmaceutical company with more than 51,000 employees, uses ServiceNow’s technology and Accenture services to create a seamless, consumer-grade experience for global employees and customers.

Accenture and ServiceNow also collaborate to serve government entities through Accenture Federal Services, which is working with the United States Department of Veterans Affairs to automate the latter’s manual workflows and introduce applied intelligence and machine learning capabilities to allow their workforce to focus on more complex tasks that serve veterans.