AstraZeneca's Digital Transformation with ServiceNow
AstraZeneca is a multinational biopharmaceutical company headquartered in Cambridge, UK. With over 51,000 employees globally, the company focuses on the discovery, development, and commercialisation of prescription medicines. Its operations span research, manufacturing, and supply chain management, demanding seamless IT support and scalable digital infrastructure to maintain operational excellence.
The Client
AstraZeneca is a multinational biopharmaceutical company headquartered in Cambridge, UK. With over 51,000 employees globally, the company focuses on the discovery, development, and commercialisation of prescription medicines. Its operations span research, manufacturing, and supply chain management, demanding seamless IT support and scalable digital infrastructure to maintain operational excellence.
The Challenge
Prior to the transformation, AstraZeneca faced several challenges:
- Fragmented IT Services: The company relied on multiple third-party vendors for IT services, leading to inconsistencies and inefficiencies
- Manual Processes: Many IT and business processes were manual, time-consuming, and prone to errors.
- Limited Self-Service Options: Employees had limited access to self-service tools, resulting in increased dependency on IT support.
- Data Silos: Information was scattered across various systems, making it difficult to gain comprehensive insight.
The Solution
To address these challenges, AstraZeneca implemented ServiceNow's platform, focusing on:
Unified IT Service Management: Consolidated IT services onto a single platform to standardise processes and improve service delivery.
Self-Service Portal: Introduced an intuitive self-service portal, enabling employees to resolve common issues independently.
Automation: Automated routine tasks and workflows to increase efficiency and reduce manual intervention.
Integration with Business Functions: Extended ServiceNow's capabilities to finance and facilities management, creating a cohesive shared services model.
Our Approach to the Migration
The transformation was executed over a four-month period, involving: Global Rollout: Deployed the ServiceNow platform to 51,500 employees and IT partners worldwide. Custom Applications: Developed tailored applications for finance request management, enhancing transparency and accountability. Performance Analytics: Leveraged ServiceNow's analytics tools to monitor service performance and identify areas for improvement.
The Results
Post-implementation, Teleperformance experienced significant improvements:
Increased Productivity: Automation of routine tasks led to a noticeable boost in employee productivity.
Enhanced Employee Experience: The intuitive platform and improved support systems contributed to higher employee satisfaction.
Improved Remote Support: Integration with ScreenMeet allowed for faster issue resolution and better support experiences.
Streamlined Operations: Unified systems and centralised knowledge management reduced redundancies and improved operational efficiency.
Future Outlook
Building on the success of the initial transformation, Teleperformance plans to:
Expand AI Capabilities: Continue integrating advanced AI solutions to further automate processes and enhance decision-making.
Broaden Service Integration: Extend the unified platform to encompass additional business functions, promoting a more holistic digital ecosystem.
Invest in Innovation: Stay at the forefront of technological advancements to continually improve service delivery and employee engagement.
