Wednesday, 26 February 2014 16:05

Upstream sees lift in customer satisfaction with ServiceNow deployment


Upstream Print Solutions, a subsidiary of Fuji Xerox Australia, has deployed software-as-a-service from cloud services provider ServiceNow  to transform its delivery of IT services to employees and external customers.

Since deploying ServiceNow, Upstream says it is now able to better manage and automate a number of core business processes throughout its organisation “resulting in measurably improved customer satisfaction.”

Michael Schembri, Chief Information Officer at Upstream, said the company had recognised the need to standardise its IT environment “to get away from disparate work processes that were difficult to manage and track.”

“The adoption of the ServiceNow IT suite has resulted in centralised service requests through a self-service portal and streamlined the process for incident, problem and change management.

“Part of the Upstream’s IT strategic plan was to have an integrated, cloud-based service automation solution that would standardise work flow across the entire company to automate and improve the quality of services for its employees and customers.

“Since introducing ServiceNow, we have been able to remove IT silos, which traditionally caused poor visibility of many IT processes, including service requests. With ServiceNow as our company’s service automation solution, we have a more streamlined approach to service delivery, allowing us to efficiently manage and fulfill request.”

Schembri said offered over 500 innovative print solutions and manages more than 3.6 billion pages and 30,000 output devices, including printers, copiers and scanners for its customers.

According to Schembri, Upstream now has full visibility into its service processes to prioritise and understand the IT department’s workload, and the team can now manage to “clearly defined SLAs, helping to set a clear baseline to establish service levels as well as analyse and report performance to its business leadership.”

And, Schembri said the positive results have also been tracked through increased customer satisfaction, which is surveyed regularly by the company.

Schembri said having successfully deployed ServiceNow in the company’s IT department, Upstream is now focused on replicating this success across other departments throughout the business including facilities, field engineering, health & safety, client service management and E-services, as well as customer solutions groups.


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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