Echo originally went live with ServiceNow in 2012 to help over 120 IT staff members support 2,500 workstations and more than 8,000 employees country-wide. In early 2014, Echo engaged Cloud Sherpas to expand their use of ServiceNow to automate other processes across the business in departments such as Human Resources, Payroll and Accounts Payable.
Working in the gaming, hospitality, food and beverage industries, Echo is always looking for ways to improve customer service and retention. The group’s IT department plays a central role in this mission to make sure services are up and running on a 99.9% availability basis. When gaming machines go down, for example, it is IT’s responsibility to get them back on line. Each year, Echo handles over 100,000 requests between IT, Human Resources, Payroll and Accounts Payable.
Echo originally selected ServiceNow to replace an on-premise incident management tool and to modernize IT Service Management practices. However, the company's management team soon found value in ServiceNow's capabilities to modernize service management across the enterprise by evolving workflow management and automation to other areas outside of IT.
Before implementing ServiceNow, Echo manually tracked requests via spreadsheets and emails. By applying ServiceNow to 13 different service areas, Echo is able to give employees visibility into requests and streamline service both internally and externally to customers. ServiceNow has become our system of engagement for ensuring a unified customer experience.
To help tackle the expansion of ServiceNow, Echo turned to international cloud consulting and IT services firm and ServiceNow Master Solutions partner, Cloud Sherpas, because of its strong global presence and proven track record, having deployed ServiceNow for several other large global and Australian brands.
One year after partnering with Cloud Sherpas to expand the functionality of ServiceNow, Echo has seen significant customer-related process improvements across the business, plus the IT organization has been able to maintain their 99.9% service availability by utilizing ServiceNow.