ServiceNow CSM at Siemens Healthineers
17 December 2021
Siemens Healthineers is a leading medical technology company that produces imaging and diagnostic devices for hospitals around the world. Headquartered in Germany, Siemens helps 5M patients globally every day. As healthcare goes virtual, Siemens was challenged by evolving customer expectations to deliver a seamless experience. They were bogged down by manual processes, distributed teams, and multiple systems. They needed to accelerate digital workflows to adapt to a world of always-on healthcare.
Evora supported the development of a custom automated solution leveraging ServiceNow’s Customer Service Management (CSM). Using CSM, Evora created digital workflows that work for Siemens’ staff and customers for a connected, modern service experience. The solution focused on creating a smooth experience by automating core customer service processes and retiring several legacy systems. To make it easier for customers, business partners, and employees, Evora integrated a revamped service portfolio to roll out a single self-service portal with intelligent agents where hospitals and healthcare providers can access information, schedule maintenance, and interact with peers via online communities. The team implemented a user-centric, mobile solution that gives every service employee access to the information they need when they need it.
Together with our great partner Evora IT Solutions, we transformed our processes on the ServiceNow platform. Another step in our journey to be ‘always on, always in touch” with our customers.
Siemens is now able to implement new solutions and services far more quickly and service agents can deliver high-touch service that helps hospitals and healthcare providers focus their efforts on taking care of patients. By connecting multiple systems, Siemens can monitor relevant KPIs to identify broad trends or issues at an individual level, so when glitches are spotted in one part of the world, global fixes are faster to roll-out. Digital transparency and an always-connected approach make customer engagements more profound, and support more proactive. The stability and simplicity of the ServiceNow platform is key to gaining traction among users and driving better patient outcomes.
200K
connected healthcare devices installed worldwide
120K
service activities managed each month
1.2K
users providing remote service support
Get in touch to let us help you leverage ServiceNow’s CSM to improve your service operations, engage customers with digital workflows, and proactively solve customer problems.
