In every company there are processes in which many systems, departments and employees are in-volved. The more often such a process is executed and the more standardized it is, the more the central and cross-system orchestration of the process makes sense.
What a cross-system process is, is best explained with an example. As an example, let's use the onboarding of a new supplier at a retailer, e.g., a home improvement store with many stores and an online store.
When a mutual business interest arises on the part of both the dealer and the supplier, various pro-cesses and tasks are started. Let's take a look at the rough process of onboarding a new supplier on the dealer side:
Figure: Logistics chain and its global networking.
For the online store:
For the store assortment:
Of course, this is a fictitious selection of activities, probably incomplete and ultimately different in every retail company. But it is amazing how many activities come together in supplier onboarding and how many processes have to be initiated!
If you look at the different tasks, it is obvious that many departments and people are involved, that there are many interactions and that many different tools have to be used.
This is a classic and clear example of a cross-system process, i.e. a process in which many people from several departments are involved, who have to operate different systems for the process.
As a retail company, you naturally want the integration of the new and additional product range to be economically worthwhile. But you also want every new supplier and business partner to be treated professionally at all times and for everything to run smoothly. Or to put it another way: The experience with the retail company, should be positive for new suppliers at every contact and interaction.
For larger retail companies, where many new suppliers go through onboarding every year, it is difficult to make all supplier onboardings consistent and perfect without a centrally managed process. The central orchestration of the onboarding process, including all activities and tasks, is very important. Considering the example above, as the person responsible for category management, there is no way around thinking about how and with which tools you could centrally orchestrate the onboarding process.
An overview of the advantages that a clean implementation of cross-system processes brings with it:
Other cross-system processes can be found in any medium/large company.
Here are some examples:
Before you can orchestrate processes across systems, you have to know exactly what you need, i.e., exactly what the processes should look like. For this purpose, it is worthwhile not to use the existing processes 1:1, but to scrutinize them thoroughly and, if necessary, to redesign them. In doing so, it makes sense not only to make optimal use of the digital possibilities, but above all to focus on the user or the different user groups and to design the processes in a user-centric way in order to lay the foun-dation for a good user experience.
A meta-application integrates systems, orchestrates processes across systems and offers users a uniform user interface (see figure below).
For the implementation, a kind of umbrella is needed, a meta-application, which can be "superim-posed" on the existing systems. This meta-application must offer interfaces and possibilities to easily integrate the existing systems and applications, as well as the ability to map workflows. In addition, the users of the cross-system process must also be offered a consistent user interface that is optimized for all process steps and use cases and offers the best usability.
But this is not the end of the story!
The following overview of requirements for such a screen or meta-application can serve as a checklist:
A meta-application or better a platform that covers the above requirements is ServiceNow®.
The Now platform, as ServiceNow® is also called, is a cloud-based platform on which applications of various kinds can be developed and operated.
ServiceNow® is constantly being further developed, is used by 7,400 companies worldwide (and over 250 in Switzerland) and helps these companies to drive forward the digital transformation and in-crease productivity.
ServiceNow® is ideally suited for digitizing business processes. Read also "What is ServiceNow®? ...and why it is important to know"
In order to offer an excellent experience to internal and external users, you need processes and work-flows that are optimally tailored to their needs and orchestrated across systems and companies.
If you are confronted with this requirement or challenge, then you should definitely consider Ser-viceNow® as a solution!
We, Arctive AG, are a very experienced ServiceNow® partner, developing enterprise applications and solutions for customers from different industries. Since we want only the best for our customers, we rely exclusively on ServiceNow®.
Do you have questions about ServiceNow® technology or would you like to know how ServiceNow® can help your company to increase user experience and productivity?
We are happy to answer your questions without obligation and look forward to hearing from you!