Horizon Blue Cross Blue Shield of New Jersey (BCBSNJ) faced a major challenge not uncommon to many other growing organizations – IT was plagued with legacy systems that created significant frustrations for its end-users. Employees struggled to determine which system to use to make basic requests, such as password resets or to initiate the on-boarding process for new employees. To fix this issue, the company’s system required consolidation, and most importantly, a streamlined approach to empower its mobile workforce to find answers.
As a result, Horizon BCBSNJ partnered with Linium to devise a strategy to consolidate multiple legacy systems and implement SeviceNow, starting with the development of a front-end self-service catalog to enable employees to order pre-defined, bundled goods and services from not only the IT organization, but other departments beyond IT.
One of our main objectives in working with our clients is to help them gain tangible efficiencies in operations, not just in IT, but throughout the enterprise, and deliver the best possible customer experience. A key fundamental to starting this project on the right path was to engage other business units (outside of IT) early on in the process to determine their true frustrations with requesting services from IT.
The first phase of this project was to develop a self-service catalog to empower its workforce to request business services anytime, anywhere, on any device. Roles were defined for specific requests so that end-users were presented with requests that were pertinent to their job function and consistent branding was introduced to help support user adoption. In addition, it was important to the company to empower its end-users with statuses of requests, allowing for increased transparency and a natural byproduct – a reduction in call volume to the service desk. As part of this process, Service Level Agreements (SLAs) were defined to set end-user expectations.
By implementing ServiceNow as their front-end self-service catalog, the Horizon was able to quickly realize tangible results, including reducing:
By taking the time to properly define services to include in their self-service catalog and incorporate other business units, Horizon was able to successfully change the perception of IT’s capability to deliver services in a more efficient manner, garnering an increase in customer satisfaction. With the first phase of this project in place, the stage has been set for the Horizon to continue to extend its self-service catalog beyond IT and incorporate services from other business units to further streamline requests. The scalability of ServiceNow has proven to be an ideal platform take the journey to modernization and reach new levels of optimization with real-time dashboards, automation, and chat integration.
We focus on the “how” – how we deliver services and how we approach the journey to modernization. Most importantly, we listen and start with the “why” to ensure we understand your business objectives and achieve your desired outcomes. Our promise to you is to deliver the most comprehensive solutions encompassing people, process, and platforms to change the way your people work tomorrow, today. The result – work Better, Faster, Smarter.
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