Accenture, ServiceNow launch dedicated Business Group to help organisations transform work

Bill McDermott, CEO, ServiceNow

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Accenture (NYSE: ACN) and ServiceNow (NYSE: NOW) have formed a new business group to help private and public sector clients accelerate their digital transformation and better address today’s dynamic operational challenges. The Accenture ServiceNow Business Group represents a significant multimillion-dollar investment from both companies over the next five years.

In the COVID-19 era, organisations are under more pressure than ever to innovate faster, reduce costs, enhance productivity and meet their customers’ needs. The Accenture ServiceNow Business Group will help organisations rapidly evolve organisational processes and unlock the full value of technology investments by adopting digital workflows that deliver modern, personalised customer and employee experiences. This includes empowering employees and customers with self-service and remote work programs that offer increased flexibility, mobility and choice. By establishing a more modern workplace with platform-driven, technology-enabled workflows, organisations are better positioned to balance business needs, satisfy customer demands, drive employee engagement, deliver productivity expectations and realise workplace cost optimisation.

“By further strengthening our strategic alliance with ServiceNow, we will enable our clients to more quickly embrace change,” said Julie Sweet, chief executive officer, Accenture. “With a move to the cloud, they can reimagine their operations, reskill their employees and become more sustainable. Working together with ServiceNow to automate complex processes and create better experiences across industries, we will help organisations deliver greater 360-degree value that benefits all – their customers, people, shareholders, partners and communities.”

ServiceNow CEO Bill McDermott said: “Leaders in every organisation know that their 20th century technologies are too slow, too siloed, too stuck in the status quo to meet the dynamic digital demands of employees and customers today. Speed, agility and resilience are what’s needed now. Our ServiceNow and Accenture partnership brings together world-class teams, expertise and our modern workflow platform to accelerate every organisation’s digital transformation. The Accenture ServiceNow Business Group will help every organisation become a 21st century digital business.”

The Accenture ServiceNow Business Group will deliver industry- and domain-specific solutions and services to customers. Together, Accenture and ServiceNow will initially help accelerate digital transformation programs for customers in telecommunications, financial services, government, manufacturing, healthcare and life sciences. Workflow innovation will focus on employee engagement, customer service and operations, artificial intelligence for IT operations and security and risk. Additional industry solutions will be developed in the future.

Supported by approximately 8 500 Accenture people skilled in ServiceNow, the new group brings together dedicated professionals from both organisations with expertise in transformational workflow and platform development, marketing, sales and business development across numerous priority industries. The business group will develop advanced industry and domain-focused solutions designed to deliver tangible, positive outcomes for clients at scale.

For example, Boehringer Ingelheim, a leading research-driven pharmaceutical company with more than 51 000 employees and an Accenture and ServiceNow customer, uses ServiceNow’s technology and Accenture services to create a seamless, consumer-grade experience for global employees and customers.

“Our work with Accenture and ServiceNow has strategically fuelled our innovation power. By optimising our global employee experience, we’ve made our work processes across business functions faster and more efficient, ultimately driving better patient outcomes,” said Andreas Henrich, corporate vice-president of IT Enterprise Data Services at Boehringer Ingelheim. “We’ve reduced complexity across our disparate bespoke systems and, in doing so, have transformed our business for growth.”

Accenture’s use of ServiceNow is a strategic enabler of customer-facing innovation at scale and, as a ServiceNow customer, the company uses ServiceNow workflows for employee engagement, invoice processing, asset management, artificial intelligence for IT operations and its universal service desk. Accenture recently made the Now Mobile app available to its more than 500 000 people.

• https://www.accenture.com/us-en/services/alliances/servicenow?src=SOMS
• https://www.servicenow.com/partners/accenture.html