Use Case - How a Japanese Cooperative Bank is Cutting Costs and Unifying Employee Service with ServiceNow

Mar 11

The Challenge: Legacy Systems and Inefficient Workflows

A major Japanese Cooperative Bank, employing 3,200 employees, faced a common challenge in its multi-year modernization journey: an inefficient central workflow system built on costly, legacy technology. Maintaining this outdated system was draining resources and hindering operational efficiency. The bank recognized the urgent need to address this to streamline business operations and reduce service costs.

The Solution: ServiceNow's Enterprise Service Management (ESM)

In late 2022 5, the bank selected ServiceNow's Creator Workflows and Employee Workflows 66as the core foundation for their Streamlining Business Operations Digital Transformation initiative.

This new Enterprise Service Management (ESM) platform is driven by key ServiceNow products:

App Engine
HRSD Enterprise
Automation Engine
Employee Center Pro

Immediate Value and Impact: Unifying the Employee Service Experience

The implementation of the new ServiceNow solution is set to deliver immediate and lasting value by unifying the employee service experience across multiple critical business departments, including:

HR
IT
General Administration
Facilities

This unification will significantly reduce the bank's service costs.

Key Features Driving Value

The new platform focuses on a seamless, modern, and intuitive user experience designed to boost employee productivity and satisfaction.

Seamless Employee Access (Omni-Channel Experience)
The ESM platform provides bank staff with a variety of ways to access employee services through four different touchpoints:
- Browser-based Employee Service Portal
- Native Mobile App
- Microsoft Teams Integration
- Chatbot (Virtual Agent)
Increased Efficiency and Productivity
- Personalized task management and a robust knowledge base (FAQ) will empower bank employees to carry out their work more efficiently.
- The platform’s low-code capabilities, leveraging App Engine, will accelerate the production of new applications.
Enhanced Cross-Departmental Collaboration
The new platform will utilize Integration Hub to connect with third-party systems. This crucial integration will facilitate robust cross-departmental collaboration within a unified service portal.

The Takeaway

This use case highlights the transformative power of ServiceNow's Creator and Employee Workflows in the Financial Services industry. By implementing an Enterprise Service Management strategy, the bank is successfully turning an inefficient, costly legacy environment into a unified, modern, and high-efficiency operational model.

Are you ready to realize similar cost reductions and productivity gains through a unified employee experience?

Michael Marchante