ServiceNow goes industry-specific, including telecom support

ServiceNow is pursuing a new industry solutions strategy, including for telecommunications and banking.

ServiceNow said its new telecommunications solution will align customer care and service assurance to transform how communication service providers deliver great customer experiences by proactively anticipating issues and addressing them quickly while maximizing availability and quality of service. The company's new banking solution will simplify middle-to-back office operations to help banks move at the speed of digital business, delivering seamless customer experiences throughout the enterprise that drive customer loyalty.

“Every company around the world aspires to deliver great experiences that drive fierce customer loyalty and create powerful employee engagement,” said Bill McDermott, president and CEO, ServiceNow. “And companies across many industries are turning to ServiceNow to help them transform their business to unleash productivity and fuel innovation. By creating industry-specific solutions, delivered through a partner-led model, we can better address the unique challenges that companies in key vertical markets face as they look to digitally transform their businesses.”

ServiceNow also announced extended partnerships with Deloitte and Accenture. Deloitte will become the “Lead Launch” Partner for ServiceNow’s banking solution, working with ServiceNow to implement new workflows that will transform how banks operate. Accenture will become the “Lead Launch” ecosystem partner for ServiceNow on its new telecommunications solution, helping companies drive digital transformation through purpose-built workflows. Accenture will also help guide ServiceNow’s product roadmap and create telecommunications-specific digital workflow solutions that deliver great experiences to help support software defined networking, especially vital for new connected services enabled by 5G.

“With 5G being one of the highest priorities and most significant investments for service providers, they are seeking a competitive advantage by establishing greater agility and scale in today’s cloud-first world,” said Peters Suh, North America Communications Industry Lead at Accenture. “Through our expanded ecosystem partnership with ServiceNow, we’re better positioned than ever to help companies elevate solutions and support the transitions of the telecommunications industry.”