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.
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.