As the founder of the Core Business Transformation product line at ServiceNow I witnessed firsthand the evolution of organizations striving to simplify digital chaos through consolidation, personalization, and AI. I’ve helped hundreds of customers replace their legacy intranets with ServiceNow and they have reaped enormous benefits (see below).
ServiceNow delivers the AI experience for employees through an omni-channel engagement layer (conversations, voice, enterprise search, mobile, portal, Teams, etc.) that empowers Communications teams, connects data from across the enterprise, and automates workflows to help employees get their everyday work done.
MyDanone - "The starting point to your digital daily journey"
“MyDanone revolutionized Danone's digital landscape by replacing 27 regional intranet platforms and integrating seven global functional systems. MyDanone has become the cornerstone platform supporting Danone employees' daily digital journeys." - Chetna Manglik, Sr VP HR COE & HR Global Functions
(To see more award-winning customer videos, check out our contest blog!)
Over the past 7 years, ServiceNow has become employees’ central workplace hub powered by AI that brings together everything in one place - helping employees easily access relevant and personalized news, resources, answers, and services they need to do their jobs effectively. It’s where they start their day and it’s where they complete their work. ServiceNow connects to all the important systems to synthesize insights, aggregate tasks & approvals, and compile answers from across the enterprise. ServiceNow offers an AI powered unified experiences platform that goes SO FAR BEYOND the traditional intranet portal experience that we don’t call our solution an intranet. We call it the AI Digital Front Door. The Chief Marketing Officer at a major healthcare provider recently said, "Calling EC Pro an intranet is underselling it!" We agree!!!
Accelerating Trend
In 2024, 16% of ServiceNow’s Best Employee Experience contestants had replaced their intranet portals with Employee Center Pro. In just one year that number jumped to 33%. To also put this into perspective, I formed a special interest group in 2020 comprised of customers interested in replacing their intranets with ServiceNow. That group began with 30 members and has grown to over 2,100 members today! Recently, IDC named EC Pro as the market leader in their 2025 MarketScape for Worldwide Employee Experience for Integrated Employee Workspaces.
What do our customers call their next-generation employee experiences?
After customers replace their intranet portal with EC Pro, they often drop the term “intranet," but not always. Many describe their new experience as their “digital front door” or “one-start-shop”. Many come up with proper names that reflect their culture. Gallo Winery calls their experience “Grapevine.” NASCAR named theirs “InsideTrack.” The NBA has their “Home Court” experience. Lori Taylor, Head of Internal Communications, and Courtney Kipper, Digital Communications Director, at Morningstar explained that their experience’s name, “The Pond,” reflects their deeply rooted cultural connection to Ralph Waldo Emerson.
Why ServiceNow?
Employee productivity. Period. We often hear, “Our old intranet was a source of content for consumption, but you couldn’t do anything from there.” With ServiceNow it’s “actionable,” connected across the entire enterprise, and powered by AI to summarize answers and generate relevant information for employees to do their work. It’s also the place for service management, so when employees start their day in ServiceNow self-service and ticket deflection rates go way up! Employees get what they need and get back to doing what matters most.
Rocket Companies, a finalist in our 2024 contest, realized a 15X increase in self-service and achieved a 95% engagement rate when they replaced their previous intranet with EC Pro. Another winner noticed that 10X more employees visited their ServiceNow portal than their intranet because ServiceNow was “the place they go to get things done.” When you combine service management and employee communications together there are synergies for both teams, and everyone wins!
Frequently customers are solving the massive enterprise issue of digital sprawl – the confusion created by the proliferation of portals, the disjointed natures of applications, and the fragmentation of information that makes it difficult for employee to find what they need to do their jobs.
Solving Digital Sprawl
Under the leadership of Gina Kim, VP of Global Communications & Brand, Jacobs Solutions simplified a 6000-page intranet environment with 500K pieces of content to a new one with only 120 pages “of the things our employees care about most” using EC Pro. They calculated that this streamlined, multi-purpose experience saves their 45K employees 1.4M hours per year in productivity!
Jacobs Connect - "A World Where You Can"
I’ve heard people say the advent of artificial intelligence is going to be more disruptive and generate more opportunities than the invention of the internet! It’s time to give employees the intelligent tools they need to thrive and do their best work. If you haven’t replaced your legacy intranet by now, it’s time to deliver the AI Experience employees need and maintain your organization’s competitive edge. Visit us and download the detailed reports from our Best Employee Experience Contest to see how you can start designing for the future.
