ServiceNow CSM & FSM for Siemens
21 October 2022
Siemens Healthineers is a leading medical technology company that produces imaging and diagnostic devices for hospitals around the world. Digital transformation in healthcare is becoming continuously vital, so Siemens started investing heavily in their digital service offerings. Siemens was already utilizing WeScan, a workforce-focused service offering that connects under-staffed hospitals with providers that can operate their medical equipment remotely. But the existing IT infrastructure was struggling to support these advanced automated services.
Evora supported the development of a custom automated solution integrating ServiceNow’s Customer Service Management (CSM) and Field Service Management (FSM). The solution enables third-party service providers to maintain their skill profiles and availabilities in the platform. Hospitals can tap into this workforce pool and request to book resources on demand through Siemens’ customer portal. Service providers can then assign requests and document rendered services in FSM.
We specifically partner for smart, digital dispatch of our global field force team as well as our new digital services like WeScan. We target for speed, precision, effectiveness, and a true digital experience for our customers. Evora is an important partner towards our target of a fully digital customer service experience!
The result is a highly automated solution that handles the end-to-end WeScan service delivery process and creates significant value for Siemens, their partners, and their customers. Siemens is now able to efficiently deliver WeScan services to their customers. They can easily extend the solution to add additional workforce-focused service offerings to their portfolio. And they can use the implemented solution as a blueprint for future digital service offerings to shorten their time-to-market.
Completely automized process — little to no manual involvement required
Real-time interaction of customer and third-party provider
Structured report automatically sent on a schedule
At Evora, we believe technology is at the core of every business and ServiceNow is the workflow platform you need to provide exceptional services and solutions that meet the demands of your business and your customers.
Our passion is in exceeding our client’s expectations by delivering solutions that overcome business challenges, foster innovation and create modern user experiences that accelerate digital transformations.
Get in touch to let us help you leverage ServiceNow’s CSM & FSM solutions to improve your service operations, engage customers with digital workflows, and proactively solve customer problems.
