Meet Ryan

Ryan Yee is a senior program manager at Microsoft. Ryan’s core platform fundamentals team manages the largest instance of the Now Platform at Microsoft, with close to 7,000 active users across four global call centers. He’s been working with the Now Platform® since 2013 and is responsible for the agent experience, including Walk-up, Agent Workspace, Mobile, and Predictive Intelligence. In 2019 alone, Ryan and his team handled over 2,000,000 incidents and requests in seven languages, supporting over 400 lines of business and 158,000 employees and contractors in 110 countries.

Ryan relies on the ServiceNow Customer Success Center

With a large global footprint, continuing growth, and a massive IT infrastructure—over 550,000 devices in the ServiceNow CMDB and more than 400 corporate apps—Ryan has many reasons for visiting the ServiceNow Customer Success Center. It’s a one-stop shop that gives Ryan the resources he needs to learn about ServiceNow capabilities, acquire new skills, plan and execute projects, educate end users, drive ServiceNow adoption, and more. 

Ryan gives an example: upgrades. “When there’s a new ServiceNow release, I always begin my upgrade journey with the Customer Success Center,” says Ryan. “I can easily find learning material, release notes, product documentation, playbooks, and implementation checklists—everything we need to successfully upgrade to the latest version.”

Discover how ServiceNow can help solve business issues

With the Customer Success Center, Ryan likes how he can discover new capabilities at his own pace and use this information to fuel business decisions. According to Ryan, “We want to align our initiatives with out-of-the-box ServiceNow capabilities. It’s a critical part of our planning process. I use the Customer Success Center to give my team the right level of information they need to identify opportunities and decide where they want to invest. It allows us to build an ongoing roadmap that gives our agents the tools they need to deliver world-class support to Microsoft employees.” 

For instance, Microsoft has a strategic initiative to enable agents by reducing manual and repetitive tasks. This led Ryan to investigate the Now Platform’s native machine learning capabilities. Ryan says, “I quickly discovered Predictive Intelligence and learned how it can automatically categorize and route incidents. When you have an environment as large and complex as Microsoft’s, doing this manually takes a massive amount of time and effort, so this was a huge win for us. The Customer Success Center even showed us how to implement Predictive Intelligence.”

Maximize ServiceNow benefits by driving adoption of new features

Ryan also uses Customer Success Center content to drive employee adoption of ServiceNow features. He explains, “The site gives me a solid base of information that I can use to evangelize new capabilities to the team and drive adoption by end users.” 

Ryan highlights Agent Workspace as a case in point. He says, “We’re excited about Agent Workspace. It provides an intelligent, data-driven approach to improving the agent experience, creating a single fulfillment UI that enriches customers’ requests with actionable information. However, we needed to replicate the key capabilities of our legacy in-house tool to ensure adoption. The Customer Success Center helped us to map these capabilities to specific Agent Workspace features. We also used the Customer Success Center’s new cross-ServiceNow search to collect relevant Agent Workspace information for our agents. This overview of new features and capabilities prepared them for the significant changes Agent Workspace introduced and helped them to use the new UI to manage incidents more effectively.”

Build enduring momentum with continuous, role-based learning

The Customer Success Center also helps Ryan and his team educate internal customers. 

“We use the Customer Success Center to help educate our stakeholders during onboarding, says Ryan. “By showing them the Now Platform’s capabilities, we empower them with the information they need to solve business problems, identify opportunities for automation, and improve their existing processes. The role-based learning is particularly useful. Business stakeholders can see how to leverage features and how easy they are to use out of the box. Take Predictive Intelligence as an example. They don’t need to invest in expensive data scientists to create a working machine model—they just use the Customer Success Center to find relevant training material.” 

And learning doesn’t stop at onboarding. Ryan explains, “The Customer Success Center supports my need for continuous learning. We want to provide a consistent, superior support experience for every employee in every Microsoft line of business. To do that, we need to reduce the cognitive load on our agents by continually expanding our use of the Now Platform’s machine learning capabilities. The Customer Success Center helps me to promote what I’ve learned about these capabilities to our support teams, providing the information we need to drive positive, impactful changes across our entire organization.”

The bottom line

“I will continue to use the Customer Success Center to help educate our internal customers and to train myself on new and existing features. With its cross-ServiceNow search functionality, role-based learning, and Now Value methodology, the Customer Success Center gives us access to best-practices and helps us to accelerate our digital transformation initiatives,” Ryan says. “As we enable new functionality, build further integrations, and think of innovative ways to solve business challenges, it helps us to empower our people and drive adoption of the Now Platform at Microsoft.”