- The challenges
With assets of over £190 billion and 15,000 employees in the UK, Nationwide Building Society is an end-to-end financial services company, a top-three provider of mortgages and savings in the UK, and the UK's largest building society.
Operating a separate service desk in each of the three merged societies, with each using its own processes and tools, often resulted in a variable customer experience. For example, only users in one society were able to track the progress of their request. Improved customer service and economies of scale could be achieved quickly from creating a single logical service desk using a single tool and set of processes.
Nationwide chose Devoteam on recommendations from both ServiceNow and Saint-Gobain, a French multinational in the field of construction and a major client of Devoteam.
- What did we solve?
“We knew Devoteam had the expertise and understanding of our business and IT Service Management in its widest sense to help us implement this solution effectively.” Robert Winterbourne, Senior Project Manager at Nationwide BS
In deploying ServiceNow, Devoteam introduced shared expertise on incidents and problems by pooling knowledge in an easy-to-use, shared database which would eliminate redundant requests of the service desk.
Phase one involved requirements gathering including in-depth gap analysis workshops in all three regional societies covering incident, change and problem management. The second phase saw rapid, time-boxed configuration and testing of the ServiceNow solution.
The new service covering incident, problem and change was launched in December 2012 after only eight weeks of intensive configuration and testing. The positive impact was felt immediately.
- Main benefits
Nationwide has strengthened its no.1 position for customer service with:
- standard service management and self-service implemented across the organisation
- a powerful knowledge base for incident prevention
- consistent asset registers for risk-free changes
- monthly ServiceNow releases for richer functionality without adding to the support function
- a greatly improved relationship between IT and the business.
Organisations engage Devoteam and ServiceNow to create a uniform, shared platform for enterprise IT, to lower operational costs and to enhance efficiency in a way that only a leader in IT Service Excellence understands.