Finance of America: A team approach to digitizing IT
At Finance of America (FOA), processing everything from community grants to loan applications has always required a tight partnership with IT. But a few years ago, managers began to notice their system struggle to handle increasing complexity. One common result was that overflow requests and incident tickets had to be resolved by email.
As Meghan Sander, a technical business analyst at FOA, explained in her IT Workflows session at Knowledge 2020, “You never knew what was happening with your ticket. There was no way to track it, there was no way to get an update on it, and you weren’t really sure when it was done.” The end result: “Poor communication and a poor experience.”
Enter the Now Platform, paired with new, Agile-based teams and methodology. A small group at FOA, “Team Awesome,” as Sander called it, built new digital workflows to replace clunky legacy processes. They also automated onboarding functions, built out a properly organized digital service catalog, automated Service Level Agreements (SLAs), and shaved Help Desk wait times down to two minutes or less.
The biggest key to success? “I firmly believe you have to have the right team,” said Sander. “Having the team that I have now, they’re like my second family. Having that and needing to rely on each other makes a big difference.”
Watch the full session: Journey to success: The Finance of America experience
7-Eleven: Fast food, faster integration
By any measure, 7-Eleven, with 66,000 stores in 17 countries serving 1.1 million cups of coffee and 38 million gallons of fountain drinks per day, is a massive operation..
With that kind of scale, of course, come equally massive IT demands—which at one point required 16 different service desks, said Libby Kenney, a 7-Eleven service management product manager, in her Knowledge 2020 session. IT managers were juggling too many points of contact, working in multiple systems, and relying on email and spreadsheets for case management—increasing costs for franchisees. In January alone, the company fielded over 600,000 cases.
But after adopting ServiceNow, which allowed 7-Eleven to manage virtually everything through a single platform, the company merged all service desks and completed 32 internal and external integrations in less than a year. Part of that effort included a new “7Help” support portal, accessible—just like 7-Eleven stores—24/7 and from any device.
“We wanted to change our operating model to having a single point of contact,” Kenney said. “One phone number, one portal, to see any type of case.” The move to ServiceNow allowed 7-Eleven to retire eight internal IT applications, saving $2.5 million a year in fees, and relieve the considerable pressure on its IT staff. As Kenney explained, “Seventy percent of cases are now self-handled.”
Watch the full session: 7-Eleven’s journey to be customer obsessed