Partner innovation helps ServiceNow customers through the pandemic

  • About ServiceNow
  • Crisis Management
  • 2020
  • David Parsons
May 01, 2020

Mastering proactive monitoring

Amid the COVID-19 pandemic, ServiceNow and our partners have been busy meeting the needs of customers across the world.  

In recent weeks, several of our global partners have rolled out new applications, web portals and other services to help customers manage emergency response efforts. In these difficult times, their ingenuity, agility and speed have been nothing short of inspiring.

On March 16, ServiceNow announced a new customer care plan to help our government and private sector customers respond to the pandemic. As part of the plan, we released four new community apps designed to manage complex emergency response workflows. The apps have since been downloaded by more than 1,000 organizations around the world. Many of our partners have customized the apps to meet the needs of their clients in all regions.

Hexaware, a ServiceNow partner based in Mumbai, created a push-button deployment pack for the entire ServiceNow customer base. This enables easy training for organizations wishing to use the four emergency response apps in the ServiceNow store.

Beniva Consulting Group, a ServiceNow partner based in Calgary, implemented the COVID-19 Self-Report app for a Canadian energy company. Beniva also built a crisis dashboard for the company that allows executives to monitor employee health status in real time and communicate the results to impacted communities, government officials, and other sources if required.

Crisis innovation

Many of our partners and customers have built their own emergency response apps on the Now Platform®. One great example is Entrago, a ServiceNow partner based in Australia. Working with an Australian healthcare provider, Entrago created a Covid-19 triage app to assist with hospital intake.

“It’s basically a questionnaire to help the general public understand whether they need to go to hospital and what treatment they need,” said Entrago CEO Cameron Douglas-Savage. “It also helps the hospital understand the patient’s risk factors based on their medical history.”

Here in the U.S., many financial institutions have struggled to process a massive surge in business loan applications under the federal government’s emergency relief programs. ServiceNow partner INRY stepped up with a Small Business Loan Management app based on ServiceNow’s Customer Service Management solution. Their app enables lending institutions of all sizes to more efficiently process applications for the SBA Small Business Paycheck Program.

“The Small Business Loan Management app is a cost-effective, secure, enterprise-grade solution that addresses the challenges associated with the rapid mobilization and deployment of relief aid to small businesses in need,” said Bipin Paracha, CTO and co-founder of INRY.

Employee service delivery is another critical need, as companies around the world face the challenge of provisioning newly virtual workforces. Even before the COVID-19 crisis, ServiceNow partner Cognizant had already begun building an employee service portal for a global pharmaceutical company.

When the pandemic hit, Cognizant quickly added service portal features to help transition the pharma company’s employees to remote work. The portal now helps the company distribute news to employees more easily. It provides tools for remote work, and assists with HR, travel and IT requests.

Our partners have stepped up in some of the hardest-hit regions in the world. Recently, ServiceNow partner Volteo built a COVID-19 assistance portal for a Spanish university. Called SOS COVID-19, the portal is modeled on Now Community, ServiceNow’s community portal. It allows hospitals, nursing homes and other care providers to request medical supplies and other emergency goods. It also enables users to find institutions in need of supplies and provides details on how to help.  

The portal is now being used in hard-hit areas across Spain, Italy and other European countries. Volteo launched SOS COVID-19 on April 2. According to Volteo, care providers have since received 1,500 medical coats through the portal, as well as 8,000 scrub hats, 2,000 face masks and 200 pairs of boots.

The COVID era has brought about a fundamental shift in the way we all live and work. I’m truly humbled by how our partners are leaning in to help our customers as a force for good. We must continue to come together to meet the unprecedented challenges of these times. At ServiceNow, we are honored to play a role in making the world of work, work better for our customers, partners and people everywhere. 

© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 


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