SANTA CLARA, Calif., Feb. 25, 2014 – ServiceNow® (NYSE: NOW), the enterprise IT cloud company,
announced Upstream Print Solutions, a subsidiary of Fuji Xerox
Australia, has deployed ServiceNow software‑as‑a‑service to transform
its delivery of IT services to employees and external customers. Since
deploying ServiceNow, Upstream is able to better manage and automate a
number of core business processes throughout its organization
resulting in measurably improved customer satisfaction.
Upstream Print Solutions is one of Australia’s leading managed
print solutions providers and industry pioneers in the print less
revolution. It offers 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.
Following the acquisition of Upstream by Fuji Xerox Australia in
2010, the company began investing heavily in IT to improve customer
service and with an integrated service automation system for the
entire business. Previously, the IT team relied on a home grown,
legacy application for simple call logging. This provided limited
visibility into service requests and made it difficult to manage
customer expectations or deliver to Service Level Agreements (SLA).
Upstream recognized the need to standardize 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 centralized service requests through a
self‑service portal and streamlined the process for Incident,
and Change management.
“Part of the Upstream’s strategic IT plan was to have an
integrated, cloud‑based service automation solution that would
standardize work flow across the entire company to automate and
improve the quality of services for its employees and customers,” said
Michael Schembri, Chief Information Officer at Upstream. “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.”
Upstream now has full visibility into its service processes to
prioritize 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 analyze and report
performance to its business leadership. The positive results have also
been tracked through increased customer satisfaction, which is
surveyed regularly by the company through NetPromoter Scores.
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.
ServiceNow is the enterprise IT cloud company. We transform IT by
automating and managing IT service relationships across the global
enterprise. Organizations deploy our service to create a single
system of record for IT and automate manual tasks, standardize
processes and consolidate legacy systems. Using our extensible
platform, our customers create custom applications and evolve the IT
service model to service domains inside and outside the enterprise.
ServiceNow transforms IT from the department of no to the department
of now. For more information, visit www.servicenow.com.
# # #
ServiceNow and the ServiceNow logo are registered trademarks of
ServiceNow. All other brand and product names are trademarks or
registered trademarks of their respective holders.