Business services organisations exist to serve the needs of their organisation and are increasingly layering more diverse, value-adding services to their portfolio. Many of these organisations are characterised by complex organisational and system landscapes that users struggle to navigate, and agents struggle to operate within. The result is to degrade user experiences, tarnish the brand of the business services organisation, and create inefficiencies, which can lead to operating complexity and challenges driving out costs. Within this environment, business services leaders are being challenged to further drive out costs and deliver meaningful business outcomes — all while improving the experience for users.

 Worldwide Transformation Partner of the Year, Winner 2023
Worldwide Transformation Partner of the Year, Winner

2023

 Worldwide Industry Solutions – Healthcare Partner of the Year, Winner 2023
Worldwide Industry Solutions – Healthcare Partner of the Year, Winner

2023

Global Transformation Partner of the Year, Winner 2022
Global Transformation Partner of the Year, Winner

2022

EMEA Transformation Partner of the Year, Winner 2021
EMEA Transformation Partner of the Year, Winner

2021

Winners Circle for HFS 2021
Winners Circle for HFS

2021

Transform your business services user experience

The Powered Enterprise Global Business Services (GBS) proposition focuses on organisations grappling with these challenges and puts ServiceNow enablement at the heart of the solution. Building upon a strong and well-established track record in IT service management, the capabilities of ServiceNow extend beyond ticketing and case management and can, when harnessed correctly, help make a step change to the way individuals engage and act within a business services organisation to deliver significant value.

Imagine your business services organisation with:

  1. A single unified portal for employees and customers engaging with GBS, with data-driven personalisation functionality.
  2. A single system of action (ServiceNow), which helps drive engagement by elevating users out of the myriad of complex systems of record.
  3. Mobile and self-service enablement to help deflect cases and free up agents’ time.
  4. ServiceNow utilised reporting capabilities to automate operational performance measurement and reporting to help drive the customer service culture.
  5. Complex cross-functional enabled workflows on ServiceNow, automating step, integrating with systems of record and providing end-to-end visibility.

Contact us

Asif Akhtar

Asif Akhtar

Partner, Head of Global Business Services
KPMG in the UK

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