Create great user experience with ServiceNow

Create great user experience with ServiceNow

ServiceNow is changing the way people work. By placing a service-oriented lens on the activities, tasks and processes that make up day-to-day work life, it helps the modern enterprise operate faster and be more scalable than ever before. Globally, KPMG is investing heavily in ServiceNow because we think the platform offers a significant opportunity for our clients to deliver comprehensive self-service and service automation capability.


The integration of workflow with service management, service analytics, service catalogue and financials is a unique offering. It allows our clients to measure service-level and cost performance of their services, identify bottlenecks and areas for improvement, and easily automate unique services for their customers.

It takes more than the mechanical cleverness of the ServiceNow platform “out-of-the-box” to deliver a great service experience. Designing intuitive interfaces, analysing cultural or anthropological aspects of the service, using visualisation and social capabilities are all important aspects to encourage uptake of (digital) services.

Building a great customer portal

Your customers are used to working with modern, easy to use technology and are expecting the same experience when using a customer portal. With ServiceNow you have the possibility to develop a modern customer portal that will give your customers that experience, using technologies they are already using in their daily life.An example of a great online experience most people are familiar with is selecting a seat when booking a flight. You just select your seat from a map overview and that’s it. With ServiceNow we create the same experience when booking a meeting room, requesting help from facility services or reporting a health and safety issue.

ServiceNow booking meeting room

When your customers are searching for information on platforms like LinkedIn™, Google™ or TradeMe™, they are used to dynamically receiving suggestions for the most relevant information related to what they are typing. With ServiceNow you can provide the same easy to use experiences. For example: when a customer reports an issue regarding an iPhone, ServiceNow will dynamically show the relevant articles in your knowledgebase related to iPhone’s.

ServiceNow google search results

Other examples of a modern user experience with ServiceNow are integrated chat capabilities and live feed. Just like Facebook and LinkedIn your customers can upload a picture, share knowledge and thoughts. Also your service delivery team can communicate with your customers about recent product updates or outages. 

Of course to create a real modern customer experience all services on your portal need to be mobile ready.

To make sure mobile users will have the same experience as desktop users, ServiceNow uses a responsive interface that looks great on all common mobile devices and web browsers.

KPMG OnBoard

KPMG OnBoard is an application developed by KPMG using the ServiceNow platform. It is a great example of how to deliver a fantastic user experience using the ServiceNow platform. 

The application offers a new perspective on an age-old problem: how to make sure new hires enter your business feeling confident, inspired and fully prepared to add value from day one. KPMG OnBoard works across three different work streams - new hires, HR professionals and hiring managers - providing transparency and connectivity among all stakeholders in the on boarding process. 

By building on the powerful ServiceNow platform KPMG easily enabled workflows, mobile responsive interfaces, approvals and integrations. This application allows current ServiceNow clients to maximize their existing investment in this leading platform, delivering a unique employee on boarding experience. 

For more information about ServiceNow and KPMG OnBoard, please contact Harald Heimensen - Manager ServiceNow. 

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