SANTA CLARA, Calif. – June 17, 2014 ‑ ServiceNow® (NYSE: NOW), the enterprise IT cloud
company, today announced that Vitamix , a world leader in
high‑performance blending equipment for home and commercial use, is
using ServiceNow software‑as‑a‑service to automate services within IT
and across the business to accelerate growth.
As Vitamix grows operations, the company is continually looking for
more efficient ways to scale and automate the many enterprise services
that support its business. This includes IT operations, onboarding
employees, production maintenance and facilities management. In the
past, employees relied on email, SharePoint and other systems that
were not integrated or automated for service delivery.
Vitamix began using ServiceNow to create a single system of record
for IT to automate tasks and standardize processes. The company
introduced incident management and a new self‑service portal,
incorporating service catalog and knowledge base. Vitamix then
extended capabilities into the following areas:
Human Resources — The IT team at Vitamix worked with the HR
team to develop a collection of catalog items to automate processes
across the entire employee lifecycle—from onboarding to separation.
Hiring managers leverage the self‑service portal to request
equipment for new hires and initiate other key processes. A
knowledge base of how‑to articles gives new employees faster access
to resources they need such as how to use their computers, reserve
conference rooms, request time off and reset their passwords.
Operations Maintenance — The IT team extended the service
catalog to manage and automate maintenance incidents and requests
across its manufacturing facilities. Monthly analytics reports help
the team track performance down to individual manufacturing lines,
devices and stations, streamlining communications between the
product support and manufacturing teams. Automating what once were
manual tasks has resulted in significant gains in manufacturing
Facilities and Space Management —The IT team created catalog
items to automate the workflows associated with common facilities
tasks such as scheduling campus‑wide events and employee moves as
well as using the Facilities plug‑in to manage work orders for
housekeeping and maintenance activities.
“The biggest impact of using ServiceNow is that many of Vitamix’s
repetitive tasks are now automated and streamlined, allowing our
business users to deliver more strategic impact,” said Heather Brizzi,
service desk manager, Vitamix. “As a company that manufactures
high‑performance products, we are driven to achieve high performance
in our operations—especially in the way we get work done. With
ServiceNow, our IT team is helping Vitamix achieve that goal.”
To speed automation, the IT team also integrated ServiceNow and
Cisco Agent Desktop. This allows a new query record to be
automatically created before a call by an employee to the support team
is even picked up. The support team also has visibility of a caller’s
previous incidents and requests before engaging, which has led to
improvements in overall customer satisfaction.
Vitamix is currently reviewing the next release of ServiceNow to
take advantage of its newest features and advances. Vitamix plans to
continue extending the capabilities within ServiceNow to automate
other services including preventative maintenance for both production
and facilities equipment.
Vita‑Mix® Corporation (“Vitamix”) is a privately held family‑owned
and ‑operated company founded in 1921 that manufactures
high‑performance blending equipment for home and commercial use. The
company’s commercial customer list reads like a “Who’s Who” of
major restaurant chains, and gourmet chefs say their Vitamix machines
are as important to them as their knives. A recognized leader in
marketing and product innovation, Vitamix founder William G. “Papa”
Barnard created one of the first infomercials in 1949 to demonstrate
how the Vitamix blender could help people improve their health with
whole foods, and the company developed the first true commercial
blender in the early 1990s, which ignited the smoothie movement.
Vitamix, whose products are known worldwide for their performance,
durability, and reliability, continues to win awards for product
innovation and is a recipient of the president’s prestigious “E” Award
for Exports. Headquartered in Olmsted Township, Ohio, 19 miles from
Cleveland, Vitamix products are manufactured in Northeast Ohio and
sold in approximately 100 countries. For more information, please
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.
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