KPMG has streamlined its business through simplified collaboration and self-service

KPMG P/S has embarked on a digital transformation journey, where implementing ServiceNow across the organisation has been seen not just as a technology upgrade, but as a transformational project investing in bringing KPMG P/S to the top level of service management. With this project, the organisation has created common standards, improved collaboration across departments and streamlined almost all internal processes.

KPMG P/S has set up a new shared portal where services are offered and where users can find help for self-help. This has freed up time and resources, and as Mia Duelund, Head of Markets & Communication says:

During a period of rapid growth, KPMG P/S' systems couldn't keep up. Each internal support department (IT, Finance, HR, Facility, QRM) faced challenges with multiple mailboxes used to coordinate work. The overall result was that different departments worked in silos and cross-departmental collaboration was extremely limited. Furthermore, tasks were hard to track and reporting was a time-consuming and manual process. As part of the auditing industry, reporting plays a big role, so it made sense to optimise and simplify the process of documenting case histories to stay compliant.  

It was also easy to see that a lot of time and overview could be gained by systematising and digitising workflows - both for users and for the employees involved. Previously, the end user often had to coordinate with different departments for larger and more complicated requests. This required the end user to have an overview of everything the business could help them with. Now, the user can create a ticket and tasks are automatically sent out across departments - and the user only gets involved again when it's all done.

To tackle the challenges, the enterprise service management project was launched. Each department was given its own workspace in ServiceNow, which has made it easy to organise and manage work tasks. Workflows have been transformed into automated workflows that ensure that processes flow smoothly and tasks don't get stranded between employees and departments. Mia Duelund explains how the departments now benefit more from each other:

A service catalogue has been set up where each department offers its services. These are displayed on a single portal, giving employees easy access to the company's internal services.

The increased digital self-service has reduced the number of support enquiries and freed up resources for more complex tasks. In addition, the project has increased the traceability of work tasks and enabled more detailed reporting, which is valuable for both internal and external purposes.

Says Birgit Hummeluhr, Director in Central Services - QRM, and is supplemented by Head of Facility, Morten Griepentrog:

"Now we have traceability, so we can see what is most often ordered, and that allows us to actually be ahead of the game. I didn't expect that."

At KPMG, we have the expertise to guide you in both the technical and functional aspects of digitising your internal processes. We can help you implement transformation projects quickly and at scale, connecting departments, workflows and systems so that employee issues can be proactively resolved while automating and reducing the case load for support staff.