Security Concerns Leading To Growth
How ServiceNow is Reinventing the Ecosystem – Again
Customer Service management leader ServiceNow’s ecosystem is still growing as evidenced by the 18,000 or so attendees at this week’s Knowledge conference - notably higher than the 13,000 estimate from 2017, showing a great rate of growth.
ServiceNow offers a platform that its ecosystem partners can either integrate with or run directly on. One key benefit is the same as well: the ability to leverage the data in ServiceNow’s Now Platform by focusing on routing work throughout the enterprise.
ServiceNow’s original application was IT service management (ITSM), which at its core is a trouble-ticketing system that routes support requests internally though an organization.
But ITSM was never the company’s raison d’être – the platform was. As founder Fred Luddy explained at a fireside chat at Knowledge, early on the company couldn’t find a market for the platform, so they built out what would become the ITSM app in order to have an offering that solved customer needs short term.
But the long-term goal was always to offer a platform, not only for ServiceNow’s own apps, but for the apps of its ecosystem partners and customers as well.
Today, ServiceNow offers a range of service management apps, including solutions for customer service, human resources, security, and more. As the vendor adds each solution to the mix, the wealth of data about the daily work of its customers’ employees, partners, and customers become richer with a date currency.
Supporting the Digital Journey
On the one hand, the end-to-end nature of such work supports the digital journey – including the journey of customers, employees, and others during the course of their interactions with a company over time.
From the perspective of the ecosystem, furthermore, ServiceNow’s focus on how people get work done connects the people within each ecosystem partner as well as each partner’s own customers.
Every vendor must deal with its own customer service, IT support, HR, and other internal and customer-facing processes. Many vendors are thus customers of ServiceNow.
When such a vendor is also a partner of ServiceNow, it can bring the full value of the platform and its data to the benefit of its customers as an aspect of its own offering, depending on its specifics.
ERP vendor Amtech is one such vendor. It uses ServiceNow internally for its customer support and knowledge management, while finding that its customers can also benefit from the knowledge management capabilities.
Given that customer support is an essential part of its offering, Amtech sees the value of the synergy between being a customer and partner of ServiceNow. “It would add value to our customer base and to our company,” said Dominic Sambucci, President of Operations and Support for Futura, Amtech’s services arm. “It would create a more seamless product.”
Amtech’s knowledge base serves as an internal resource for customer service reps as they address customer problems, as well as a resource for customers, who can now learn from each other as they input insights – not only about the use of the product, but about how best to run their businesses.
The Future of Software Ecosystems
Amtech is but one example of the wide variety of vendors at Knowledge, and the stories about how they interact with each other are too numerous to mention – but include vendors as diverse as IT analytics vendor LogicMonitor, data insight and collaboration vendor Klera, and AI-driven process automation vendor Ayehu.
However, unlike IBM Think, this conference was not simply an opportunity for vendors to talk to each other.
Instead, the diverse value of the ServiceNow platform brought out customers and prospects in droves – enterprise professionals interested in how this growing ecosystem can meet various needs as each of them moves toward a greater customer focus by implementing digital journeys for their customers as well as employees.
Jason Bloomberg is president of industry analyst firm Intellyx. Follow Jason Bloomberg on Twitter or LinkedIn.
For full article visit https://www.forbes.com/sites/jasonbloomberg/2018/05/11/servicenow-drives-platform-innovation-with-next-generation-ecosystem/
Futura Mobility was chosen by a leading snack food company to migrate over 1,000 mobile users with state of the art technology and provide lifecycle services for over 50 sites in North America in support of their SAP warehouse management system implementation. As part of the agreement, Futura was awarded a 5-year contract for help desk and spare pool services. The customer chose Futura based on their combined SAP and mobility lifecycle experience, e-learning, and implementation and support services.
We are very excited to announce that Futura Mobility has acquired the Healthcare services practice of Impulse Healthcare Solutions! Impulse Healthcare Solutions is a privately-held healthcare IT services and technology organization providing healthcare systems, hospitals and clinics strategy services, clinical application services, mobility services and website security. They are experts in their fields and have a longtime commitment to providing excellent customer services.
“I’m very excited to diversify our lines of business in the healthcare field. Facilitating the delivery of health services is an important mission,” stated Janet DeNicola, Futura Mobility chairman.
The acquisition expands Futura’s offerings to provide strategic solutions to healthcare providers surrounding electronic medical record systems in a hospital. This also provides Futura Mobility with growth drivers by creating synergistic sales opportunities for organic growth.
“Scott Collins and I have been long term fans of the Futura team and can’t wait to explore all the synergy between our two firms,” stated Shawn Boorom, co-founder of Impulse Healthcare Solutions.
Impulse became a part of Futura Mobility on January 2.
Futura Mobility has been selected by a leading Global Pharmaceutical Company as a strategic business partner for deploying, management and support for clinical trial initiatives. This includes strategic consulting for the environment, infrastructure, network and digital consumer experience. Futura Mobility is also providing application testing, medical device integration, activation services and eLearning in addition Futura Mobility is also providing complete remote MDM (Mobile Device Management) support of the application and devices on multiyear contracts.
Initial roll out was to over 600 user/subjects being supported by the Futura Mobility multi-lingual call center across the globe.
Joe Conklin, Philadelphia’s funny guy and man of a thousand voices, headlined Futura Service’s 25-year celebration at Parx Casino in Bensalem on Thursday night. Surrounded by family and employees, Futura founder, Janet DeNicola, was presented with a commemorative plaque by Senior Executives David Gulian, Dominic Sambucci, Eric Nolan and Darren Artillio.
Family was also a reoccurring theme throughout the evening, as husband and business partner Cosmo DeNicola, along with son Michael and daughter Morgan, gave tribute to Janet for her vision and constant contributions to the company, customers, and packaging industry.
“It’s hard to believe it’s been 25 years. It seems like just yesterday when I suggested we focus on support and build a company around customer service and customer engagement,” stated Janet DeNicola.
Janet DeNicola, President and Founder (1992), is proud to announce that Futura Services will be celebrating its 25th anniversary on May 1st, 2017. Futura Services is a leading provider of technology support and managed services to the Packaging industry. Futura Services is the sister company to Amtech Software, the market leading North America ERP Software provider to the packaging industry.
“Having co-founded Amtech Software, I saw a real need for additional help for our customers. I launched Futura to create a full-service support organization to answer questions, solve problems and help our customer’s business better utilize our software,” stated Janet DeNicola.
Futura has supported over 1,000 manufacturing facilities in the United States, including warehouses and distribution centers. Continued investment was made in building a team of diversified experts and adding a cloud based world class CRM system to manage customer needs and enhance user engagement.
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Email: info@cosmodenicola.com
Copyright 2018 by Cosmo DeNicola Companies