Case Study - How NTT Ltd. Accelerated App Development
NTT Ltd., a leading IT services and consultancy, is demonstrating the power of rapid application development to unlock insight and efficiency for its global workforce. As a key enabler for transforming and digitizing workflows, ServiceNow is central to their strategy for creating great employee experiences.
The Power of Low-Code Development
NTT Ltd.'s Center of Excellence (COE) is passionate about driving transformation using their digital capabilities. A core part of their success is the use of ServiceNow's low-code App Engine.
Key Outcomes and Results:
24-day app development for a Global Business Services app.
65% faster time-to-close for cases using the Service Issue Management app.
A single, global standardized digital process.
Early estimates for a legal app show up to a 90% reduction in time and effort for generating reports.
Transforming Global Business Services with the Service Issue Management App
Before implementing a custom solution, the Global Business Services (GBS) team handled service incidents and requests using manual, siloed processes like email, spreadsheets, and conference calls. This made showing an audit trail, overviews, or individual accountability very difficult.
The team rapidly designed and built the Service Issue Management app on the ServiceNow low-code App Engine in just 24 days.
The app addresses non-IT issues employees face daily, such as contracts, tax, and operational difficulties, by providing:
A centralized place to log, track, and close cases, with automated workflows doing the heavy lifting.
A single source of truth and a single set of KPIs, swapping a siloed way of working.
The ability to capture intelligence for corrective action preventive action (CAPA), leading to 65% faster case closures and greater insights for service improvement.
Empowerment for staff to self-manage with logic embedded for quick ticket assignment.
Wowing the Legal Team with a Custom App
Following the success of GBS, NTT Ltd. leveraged their learnings to build a custom app for the litigation team. Security and data confidentiality were paramount, and App Engine provided the necessary levels of protection to help the legal team be more productive.
The prototype was developed in just four weeks, and the full solution will deliver:
A digital workspace to manage the complex parts of litigation.
Features like contextual data, real-time audit trails, and visualization using maps across regions/countries.
The capability to generate reports in the correct format with one click, estimated to reduce time and effort by up to 90%.
Elimination of the single point of failure by digitalizing workflows and capturing knowledge centrally, which often relies on information stored only in people's heads.
Focusing on the Human Experience
NTT Ltd. emphasizes that there is "no point iterating quickly if you lose sight of your employees". ServiceNow is a key platform for their success, allowing them to deliver quick wins that make their workforce feel empowered. By designing employee-centric solutions, they listen, learn, and act to address their employees' biggest pain points.
As Chris Pope, Vice President of Digital Experience at NTT Ltd., states, "ServiceNow is a key platform for our success. We make it work for us to deliver quick wins that make our workforce feel empowered".
Ready to Accelerate Your Digital Transformation?
NTT Ltd. achieved a 24-day app development cycle and a 65% faster time-to-close by leveraging the ServiceNow App Engine. If your organization is struggling with manual processes, siloed data, and a desire to empower your employees, it's time to explore what a custom ServiceNow low-code application can do for you.
Contact us today for a consultation and learn how we can help you turn your biggest pain points into powerful, efficient digital solutions.