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Upstream Print Solutions Automates Business Services with ServiceNow

Pioneer in Print Less Solutions Transforms Service Delivery for Improved Customer Satisfaction

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, Problem 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.

About ServiceNow

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

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