ServiceNow launches its Now Platform San Diego release

ServiceNow’s Now Platform San Diego is now available. This release aims at helping organizations overcome pandemic-induced transformation. 

The release can be broken into three sections:The Next Experience, Automation Engine and Industry Solutions are available. 

The Next Experience

The Next Experience is designed for “agents” – people who are actually interacting with an employee or customer – saidJeffrey Gore, Vice President of Product Marketing for Employee Workflows at ServiceNow 

The workspaces are purpose-built and include over 25 different types of workspaces. They offer next-generation visual design and surface insights using dashboards. Machine learning is used to assign tasks and suggest next best actions. 

Most importantly, Next Experience has a configurable workspace and dispatcher workspace for field service management. This allows customer service and field teams to efficiently address any requests or problems customers might have. 

The Automation Engine

The Automation Engine is an integrated automation and integration solution. It includes Integration Hub (which integrates ServiceNow products quickly into systems) and robotic process automation (RPA).

“We still have a lot of customers that will be leveraging PeopleSoft systems, or SAP, but they’re notoriously difficult to integrate with. You have a lot of processes where you’ve got an agent who is taking a request from an employee and they literally have to switch over and type the same content of that form over in PeopleSoft or in SAP, and this new service actually automates that process, reduces errors, and it drives efficiencies across that process,” Gore said. 

Automation Engine includes the new RPA Hub. This provides a central command center to manage, monitor, and deploy digital robotics.

Industries solutions

ServiceNow finally implements new, outside-of-the box industry solutions.

“Within our customer support application, for us to deliver an out of the box customer support application, it means knowing enough information about our customer’s customer to be able to help our customer support their customers,” he said. 

The San Diego release, for example, offers solutions to customers in the technology, banking and insurance industries. 

New Deposit Operations for Banking automates common banking tasks such as checking, saving, and certificate of deposits requests. This helps bank employees do their jobs quickly. Client Lifecycle Operations for Banking facilitates account updates and notice of death, as well as onboarding. 

ServiceNow now offers Personal and Commercial Lines Servicing capabilities for insurance services. This allows policy servicing between carriers and customers, policyholders, and distribution partner.

Lastly, ServiceNow has deployed its first targeted solutions for technology providers to launch new services quickly, allowing them to keep up with the increasing demand for cloud‑based and managed services. Services include Technology Provider Service Management to combine care and operations together with AI‑powered self‑service and support for more proactive customer and ecosystem experiences.

Increasing productivity and efficiency

Gore says that the San Diego release, particularly its Automation Engine, aims to increase productivity and fix inefficient processes. 

“By having the Automation Engine to connect all the systems and departments that support a process, that’s going to deliver a better experience. Agents can have all the information they need in one place, allowing them to provide the right answer every time. This is possible through an automated seamless process. If you need to reset your password, it is done. You’re having an error on your computer,  you get it back up and running quickly.”

The Now Platform San Diego release can be accessed currently. You can check it out Here.