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Recap: Knowledge 2020 Digital Experience
Aldo González
Jul 13, 2020
Recap: Knowledge 2020 Digital Experience
This year the ServiceNow Knowledge experience was different from the past years, what should have been a three-day in-person event quickly turned into a global, six weeks long, content-driven virtual event with more than 1,000 on-demand sessions still made available for online viewing - including everything from the CEO keynote, to dozens of customer presentations, and even cocktail making classes!
For us at Volteo – one of the few ServiceNow global partners that are 100% dedicated to serve customers implementing and helping them leverage this great technology that is revolutionizing the way people work and as regular sponsors of the Knowledge experience in the past years - it was such a great opportunity and pleasure to sponsor this digital experience that allowed us to connect with customers and users across the globe. We would like to end this experience by sharing some of the takeaways of these great six weeks full of content that highlighted how important it is for companies to have a digital strategy in this era.
Our clinical care management app took first place of the Creator Con Knowledge 2020 Hackathon
A team of 6 Volteo ServiceNow experts based in our Hyderabad, India delivery center developed a complete hospital management application that aims to address many of the issues faced by healthcare professionals daily. This app bridges the gap between IT and healthcare using electronic patient records and allows healthcare to become a digital experience, automating the most commonly executed medical tasks and aspects of clinical care management.
Developed on record time, The Clinical Care Management (CCM) system application was selected among 200 submissions from ServiceNow developers across the world, and on May 13, the panel of judges announced Volteo as the official winning team of the Creator Con Hackathon and awarded a prize of $5,000.
Take a look at this blog entry on the official ServiceNow developer community where our team shares their experience in participating and winning the hackathon.
Watch our Knowledge 2020 sponsored on-demand content
We invite you to view our two submissions for this year where we showcase the value of having a digital strategy in place and where costumers and experts share ideas and best practices on how to start mapping your digital transformation journey.
Edge Intelligence: The Ultimate Digital Transformation
Edge Intelligence: The Ultimate Digital Transformation is a case study about the differential value of Edge Intelligence and why Edge Intelligence needs to be part of your Digital Transformation Strategy. Co-presented by Ravi Nannapaneni, Founder and CEO of Volteo and Corey Wisdom, Director of Service Delivery at Verra Mobility, this session provides a compelling overview of a breakthrough digital transformation.
Verra Mobility provides smart transportation solutions, including automated traffic cameras that detect and report speeding and red-light violations at intersections in a number of US cities. When these cameras detect a violation, they capture images of the driver and license plate that, once verified, generate a citation and fine that provides revenue to the city and Verra Mobility.
Volteo was consulted because Verra realized they were losing revenue when traffic cameras malfunctioned. Volteo responded by equipping each camera system with Edge Intelligence to monitor the health of the camera system. When problems are detected, Volteo’s Edge Intelligence engages ServiceNow workflows, providing in-depth diagnostic information. This creative application of Edge Intelligence, empowering the camera systems to manage themselves, recovered top line revenue by 5% and, by using AI to analyze image quality, allowed Verra to reassign 14 people to more productive work.
Volteo’s Edge Intelligence, enabled by Volteo Edge infrastructure, provided a breakthrough in Digital Transformation by making Verra Mobility’s revenue generating camera subsystems ‘smart’ enough to manage themselves and to take full advantage of ServiceNow FSM, CSM, Asset Management and Knowledge Management for an overall ROI of 250% in the first year.
Watch this session on-demand on the Knowledge20 Digital Experience.
Winning the Digital Transformation Race
Knowledge 2020 ServiceNow Volteo
Winning the Digital Transformation Race: Defining a Path to Value, presented by Volteo North American Sales Director Tim Shepich, explains our approach to helping our customers develop their Digital Transformation Strategy.
The pandemic upheaval is disrupting businesses around the world. Companies that had a ‘someday’ strategy for Digital Transformation (“we know we have to do it, and we WILL do it someday, just not THIS year”) no longer have a choice; they must undertake Digital Transformation NOW as part of their business continuity planning.
But there are differences between the Digital Transformation strategy your business might have crafted a year ago and what you need NOW. NOW, you need to reprioritize in response to immediate challenges. NOW, you need small, incremental steps that return value very quickly, yet are consistent with your business’ long term strategy.
The main takeaway from Knowledge 2020: Digital transformation is no longer a luxury;
it’s a requirement
it’s a requirement
That was the main message from ServiceNow’s Knowledge 2020 over the past six weeks, as attendees have heard from industry leaders, keynote speakers, and instructors about how to successfully move organizations through these uncertain times.
If organizations weren’t already on their digital transformation journey, widespread remote work forced them into it. Businesses of all sizes across all industries have had to speed up their digitalization efforts to serve their customers and support their workforces. But amid that fast transition, organizations still need to take steps to make sure the process is a success.
One thing that industry leaders agree on is that in the new working world, digital transformation is no longer optional. The nature of remote work makes digitalization a necessity, but for companies who are early on in this journey, it’s important to make sure the organization’s culture is ready for the change. Therefore, a digital strategy should be prioritized by companies across all industries not only today where we are living through these trying times but also for tomorrow when the next big challenge comes.
Insights from Volteo Digital
Since childhood, the desire to be part of a community, to find that sense of belonging and experience harmony and balance, has been a fundamental human need. We search for this feeling in various places - with our family, friends, school, and beyond. I didn't truly appreciate the significance of this until I embarked on my career in public relations. When I first joined the team at Volteo Digital, I was tasked with understanding what it takes to build a strong community. It was a challenge initially, but as my aspiration to be a leader and friend within the company grew, I stumbled upon Charles H. Vogl's compelling book The Art of Community. This book made me reflect deeply on our membership community and its profound implications. What I've learned has shown me the value of meaningful connections. These connections transform our lives by allowing us to share ideas, engage in activities, and celebrate successes.
In the realm of industrial machinery, the installation of large, manufactured equipment at customer locations poses unique challenges that require seamless coordination, real-time visibility, and proactive service delivery, and it is often an area that many companies need help with. With the deployment of ServiceNow Field Service Management (FSM), field service operations can be transformed from legacy processes and systems, email, and spreadsheets into streamlined workflows that elevate the customer experience and improve operational efficiencies. Enhanced Coordination and Scheduling: With ServiceNow FSM, companies gain access to advanced scheduling capabilities that enable optimized resource allocation and efficient task assignment. By automating scheduling workflows and dynamically adjusting appointments based on technician availability and customer preferences, manufacturing companies can ensure timely and coordinated installations, reducing downtime and enhancing customer satisfaction. Improved Technician Productivity: Large equipment installations often require specialized expertise and technical skills. ServiceNow FSM equips technicians with mobile access to critical information, enabling them to access installation manuals, schematics, and troubleshooting guides on the go. Moreover, the platform's intuitive interface and built-in collaboration tools empower technicians to communicate seamlessly with peers and escalate issues as needed, resulting in faster problem resolution and improved field productivity. Proactive Maintenance and Support: Once the installation is complete, proactive maintenance and ongoing support become crucial for ensuring the optimal performance of the equipment. ServiceNow FSM offers predictive analytics capabilities that enable solutions to anticipate maintenance needs, schedule preventive tasks, and address potential issues before they escalate. By implementing proactive maintenance strategies, companies can minimize equipment downtime, extend asset lifespan, and enhance customer satisfaction by ensuring uninterrupted operations. Comprehensive Data Insights: ServiceNow FSM provides comprehensive data insights that enable informed decision-making and continuous improvement. Centralizing data from field operations, customer interactions, and equipment performance into a single platform allows companies to identify trends, analyze service metrics, and optimize their processes for greater efficiency and effectiveness. Moreover, customizable reporting dashboards and KPI tracking capabilities demonstrate value to customers and stakeholders, driving transparency and accountability across the organization. Seamless Integration and Scalability: As manufacturing companies expand their operations, scalability and interoperability become critical considerations. ServiceNow FSM offers seamless integration with existing IT systems and enterprise applications, allowing the company to leverage its investment in technology infrastructure while extending the capabilities of its field service management platform. Whether integrating with ERP systems for inventory management or CRM platforms for customer engagement, ServiceNow FSM provides a flexible and scalable solution that evolves with the business's needs.
In today's digitally driven world, industries are constantly evolving, each with its unique set of challenges and demands. ServiceNow, a leader in cloud-based service management solutions, understands the diverse needs of different sectors and has developed industry-specific solutions to address them effectively. From Public Sector to Retail Operations, Healthcare and Life sciences, and Financial Services, ServiceNow's tailored solutions are transforming industries and driving innovation. Let's delve into the benefits of ServiceNow's industry-specific solutions: 1. Public Sector Digital Services: The public sector faces increasing pressure to deliver efficient, citizen-centric services while maintaining transparency and compliance. ServiceNow's Public Sector Digital Services solution empowers government agencies to streamline service delivery, enhance citizen engagement, and improve operational efficiency. Key benefits include: Citizen Experience: ServiceNow enables seamless, digital interactions between citizens and government agencies through self-service portals, automated workflows, and omnichannel support. Process Efficiency: By automating routine tasks, workflows, and approvals, ServiceNow helps government agencies streamline service delivery processes, reduce manual errors, and improve productivity. Transparency and Accountability: ServiceNow's reporting and analytics capabilities provide real-time insights into service performance, enabling government agencies to track key metrics, identify areas for improvement, and demonstrate accountability to citizens. 2. Retail Operations: In the highly competitive retail industry, delivering exceptional customer experiences and optimizing operations are paramount. ServiceNow's Retail Operations solution empowers retailers to enhance customer satisfaction, streamline operations, and drive revenue growth. Key benefits include: Omnichannel Experience: ServiceNow enables retailers to deliver personalized and consistent customer experiences across various touchpoints, including stores, websites, mobile apps, and social media platforms. Inventory Management: ServiceNow's inventory management capabilities help retailers optimize inventory levels, reduce stockouts, and improve order fulfillment processes, ensuring a seamless shopping experience for customers. Employee Productivity: By automating manual tasks and providing self-service capabilities for employees, ServiceNow enhances productivity, collaboration, and engagement among retail staff, enabling them to focus on delivering exceptional service to customers. 3. Health Care and Life Sciences: In the healthcare and life sciences sector, delivering high-quality patient care, ensuring regulatory compliance, and driving operational efficiency are top priorities. ServiceNow's Healthcare and Life Sciences solution empowers healthcare providers, pharmaceutical companies, and medical device manufacturers to transform service delivery and improve patient outcomes. Key benefits include: Patient-Centric Care: ServiceNow enables healthcare providers to deliver personalized and coordinated care experiences across the continuum of care, improving patient satisfaction and health outcomes. Regulatory Compliance: ServiceNow helps healthcare organizations ensure compliance with industry regulations, such as HIPAA and GDPR, by automating compliance monitoring, audit trails, and incident management processes. Operational Excellence: ServiceNow's IT service management (ITSM) capabilities help healthcare organizations streamline IT operations, optimize infrastructure, and reduce downtime, enabling them to focus on delivering quality care to patients. 4. Financial Services: In the fast-paced world of financial services, delivering secure, personalized, and compliant services is essential for building customer trust and loyalty. ServiceNow's Financial Services solution enables banks, insurance companies, and financial institutions to streamline service delivery, enhance regulatory compliance, and mitigate risks. Key benefits include: Customer Engagement: ServiceNow helps financial services firms deliver personalized and proactive customer experiences through self-service portals, proactive notifications, and automated service workflows. Risk Management: ServiceNow enables financial institutions to identify, assess, and mitigate operational, regulatory, and cybersecurity risks through robust risk management processes, incident response workflows, and audit trails. Compliance Assurance: ServiceNow automates compliance monitoring, reporting, and remediation processes, helping financial services firms ensure adherence to industry regulations, such as GDPR, CCPA, and PCI DSS.
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