DESCRIPTION
Digital transformation is the "holy grail" for most organizations, but it's more like a journey than an end state. Find out how CEMEX, a global leader in the building materials industry, is successfully navigating their journey to more efficient back‑office processes.
In this webinar, attendees will learn how CEMEX was able to:
- Automate 60%+ of processes for targeted services
- Decrease time wasted in process steps, reporting, and follow‑up by up to 80%
- Use the Now Platform to digitalize their service framework
Please register to watch this on-demand webinar
Q. No ? Very well thought out and planned. Done by who? External Consultants helped? ISG?
A. For the outsourcing framework, we received advisory from ISG to define which were the services more suitable for Outsourcing; the replication of a framework and a creation of a "Service Management Framework" was adapted by CEMEX. For ServiceNow Solution we received advisory from ServiceNow as well as from Silver Storm (partner)
Q. Will you migrate to Jakarta to leverage Software Asset Management
A. We will migrate to Jakarta, the implementation of Software Asset Management is still under review
Q. How service mapping was done?
A. We have not implemented Service Mapping yet (as per out of the box)
Q. With ServiceNow replacing your old system, how did the support team size change? Did you have to hire new people to support the new processes with ServiceNow?
A. We didn't hire new people, we transformed some of our roles after receiving the trainings from ServiceNow; we created a team in charge of managing all the ServiceNow Implementation, nevertheless we are the same people
Q. Do you have cost per Incident (or issue) data that you can show that you were able to save with implementation of ServiceNow?
A. Not yet, it is something we would like to have.
Q. Can we have a look at the end user s service portal page? the one end users will see when requesting incidents or requests A. Happy to do a demo 😃
Q. How large are your development and test teams? I ask because I'm curious how you are able to develop, test and deploy in one week based on our sprint cycle.
A. We have a team of 3 developers, plus we hired a partner (SilverStorm) who helps us with the product implementation/development. The testers are the responsible for each process.
Q. Are these custom modules built by CEMEX?
A. Yes, our products adapt the out-of-the-box solutions with custom features
Q. Do you have OCR plugged in for invoice processing? A. No, but we will like to have it 😃
Q. how long did it take from the signing of the UAF to going live? A. Not sure if the question refers when we signed the Contract? We signed the Contract in October 2015, we started the implementation in January 2016 and our 1st Kick-off was on April 2016
Q. What were the main difficulties you encountered when implanting snow?
A. We didn't know fully the capabilities of the tools, we developed some processes in a way that wasn't the best option because this lack of knowledge, these processes were later enhanced. Additionally, we wanted to implement the services as they were, with the current steps, approvals....... we didn't took the time to optimize the service workflows before automating
Q. How much Orchestration efforts have been leveraged? A. We currently don't have any orchestration in our system
Q. What format does Service Now provide reports? Is it possible to upload contractual pricing/rates for the assets? Is it possible to validate order requests vs. invoice in this tool?
A. You can export the reports to excel, pdf, jpg depending on the type of report; Yes, it is possible to upload contractual price/rates, there is a table out of the box for this information; I don't know if the order requests vs. Invoice is a feature out of the box, but you can sure customize it to do this feature
Q. Can we agree on the individual demo of financial module?
A. Happy to do a demo 😃
