By Flemming Rohde, COO, Automize
There are so many things I could write about regarding Automize and
our journey as a start-up company with global represented customers.
But I think the fact we employ 18 people might be an interesting stat
to start with.
Located in the Danish seaport of Kolding, our small team works with
companies of all sizes, transforming their processes, creating digital
workflows, optimising and – you guessed it – automating.
Our aspirations are high. We started out as an IT consultancy but by
riding the wave of digital workflows we have seen our Managed Service
Provider (MSP) offering grow fast. This shift has been powered by the
ServiceNow platform, which is the foundation for the provision of IT
operations and support to our customers.
A single data source for effective decision-making
Despite our growth, it’s fair to say that our house was not in order
a couple of years ago. We were struggling with a poor overview of
project planning and progress, a lack of digitised workflows and then
the resulting delays in service delivery to customers.
Decision makers and managers need a full and up-to-date overview of
current and upcoming projects, capacity and progress to be able to
manage effectively, but this simply wasn’t happening. To achieve this,
we had to move away from a multitude of systems that were powering our
timesheets, team collaboration and sales tasks.
Currently, Automize is implementing project management internally.
By standardising all data and project management onto the ServiceNow
platform will enable us to keep track of all planned and unplanned
work in one place. The newly created dashboard also clearly visualises
and prioritises tasks, removing any uncertainties, confusion or
time-consuming manual data gathering. We expect a marked improvement
in both our productivity and service delivery timelines.
Digitising onboarding for a company of 18 people? Absolutely!
Overall, we have digitised more than 60 different IT processes so
far with the help of the agile and intuitive Now Platform. It’s
possible that we are the smallest company with a digitised workflow
created specifically for our employee onboarding. Self-indulgent? We
don’t think so.
It is true we do not welcome a new colleague as often as a large
organisation may, but having an end-to-end workflow created for things
like requesting new equipment, arranging a security pass or creating a
new user, keeps us at the forefront of employee experiences. It is
something the new generations of employees now expect in their workplace.
By transforming our internal IT experience, we are in a position, as
an MSP, to pass the benefits of digital workflows onto our customers.
Let’s take a process that has always been time-consuming, like the
provisioning of servers. Our customers now complete the orders within
10 seconds via a self-service portal. I think this is what
consumer-grade experiences in the workplace should be like and our
customers’ feedback has been extremely positive.
Tapping into new markets
Growing our software development part of the business has been the
major route to global expansion. In part, it has been encouraged by
the demand from our existing customers and also by our aim to reach
new customers and markets.
A recent successful example includes our new Service Portal widget
to capture user feedback. The free app has been developed, certified
and published on the ServiceNow Store in a matter of weeks and it’s
currently being used by 150 ServiceNow customers around the globe,
including universities and financial sector organisations.
We have several more applications, both free and paid, in the
pipeline that we will be looking to get certified for the ServiceNow
Store, which is proving to be a great channel to reach new customers.
Artificial Intelligence meets human knowledge
The Now Platform’s flexibility and evolving
capabilities are key enablers of our growth, now and in the future.
Specifically, we are looking at machine learning and artificial
intelligence technologies as future drivers of consistent and
Let me conclude with going back to the people element though. I
started with our team of 18 in a Danish seaside town. We are proud to
be a ServiceNow Technology Partner given the size of the organisation.
We also believe that modern workplace technology and experiences at
work, including those powered by AI, will only be made possible with
significant investments in human knowledge and buy-in.
At Automize, we are working on it.