ServiceNow has enabled The Royal Bank of Scotland (RBS) to reduce service management administration time by up to 75%, achieved by automating critical IT processes for users across its offices and branches in Europe, North America and Asia. The deployment has reduced complexity and eliminated outdated processes enabling RBS to transform customer experiences to meet its goal to be the number-one UK bank for customer service, trust, and advocacy by 2020. Growth through acquisitions meant that RBS’ IT environment had become increasingly complex and difficult to manage, and as a result 14,000 RBS employees were using 13 different ITSM tools and multiple configuration management databases. ServiceNow’s IT Service Management solution has transformed customer service by significantly improving the time to raise a change by 75%, a task which traditionally took an average of seven hours’ employee time and required using five or more different tools. The average time to raise an incident has also been reduced by 60%, freeing up RBS employees to focus on creating positive and efficient interactions with customers, colleagues and even regulators. In total more that 50% of the controls associated with IT critical processes have been automated, reducing the risk of error and improving regulatory compliance.
Commenting on the implementation, Pete Coleman, Head of Service Delivery at The Royal Bank of Scotland, said: “At RBS we’re committed to continually delivering the best service to our customers. In order to achieve this, we need business tools which drive quality and efficiency by automating complex processes. With ServiceNow, we now have a cloud-based, easy to use, single integrated toolset to automate the delivery and control of incident, problem, change, and configuration management.”
“ServiceNow gave us a sandbox environment to experiment with for six months before we actually signed the deal, so we were confident that the solution would meet our needs. The result is a successful and collaborative implementation and best of all 80% of users say that ServiceNow is easy to use and more than 75% say it has improved their working day.”
Jason Bray, Senior Sales Executive, ServiceNow, said: “The results achieved with this implementation are a true testament to how ServiceNow is changing the way people work. Our goal is to transform users’ experiences by automating complex processes on a global scale to ultimately drive cost and time savings. We take a partnership approach and work hand-in-hand with customers to achieve tangible business benefits, simplifying processes and giving them the resources they need to focus on better serving their users.”
Working together with ServiceNow Professional Services and internal stakeholders, RBS integrated ServiceNow with 15 data sources and delivered the solution to all 14,000 users in just 10 months, setting a new baseline for the bank on how to deliver success quickly to its over 20 million customers worldwide.
