Case Study: Experian achieves a single system of engagement and 50% faster service delivery with ServiceNow

Creating a Single System of Engagement for a Global Organisation

Experian, a Dublin-headquartered global information services group with about 16,300 employees and a FTSE 100 listing, faced inefficient IT service delivery after rapid organic growth and acquisitions left it running multiple legacy and home-grown systems. Disparate technologies, high running costs, manual processes, and limited integration between service and sales meant slow, inconsistent customer and employee experiences and poor visibility across the customer journey.

Working with Ernst & Young, Experian consolidated service delivery onto ServiceNow—deploying incident, problem, change, knowledge, HR service delivery and self-service capabilities and integrating ServiceNow with Salesforce. Within 12 weeks thousands of users were interacting with the platform, requests hit 52,000, approvals moved from minutes to seconds, and many incident/change processes saw over 50% time reduction. The single platform delivered cleaner data, better triage and routing, tighter sales-service alignment, and measurable improvements in speed and customer satisfaction as Experian continues its multi-year transformation.

Experian

Jonathan Hayes

VP Global IT Service Excellence, Experian IT Services