Upstream Print Solutions Automates Business Services with ServiceNow
Pioneer in Print Less Solutions Transforms Service Delivery for Improved
SANTA CLARA, Calif. -- February 25, 2014
ServiceNow® (NYSE: NOW), the enterprise IT cloud company, announced Upstream
Print Solutions, a subsidiary of Fuji Xerox Australia, has deployed ServiceNow
software-as-a-service to transform its delivery of IT services to employees
and external customers. Since deploying ServiceNow, Upstream is able to better
manage and automate a number of core business processes throughout its
organization resulting in measurably improved customer satisfaction.
Upstream Print Solutions is one of Australia’s leading managed print solutions
providers and industry pioneers in the print less revolution. It offers over
500 innovative print solutions and manages more than 3.6 billion pages and
30,000 output devices, including printers, copiers and scanners for its
Following the acquisition of Upstream by Fuji Xerox Australia in 2010, the
company began investing heavily in IT to improve customer service and with an
integrated service automation system for the entire business. Previously, the
IT team relied on a home grown, legacy application for simple call logging.
This provided limited visibility into service requests and made it difficult
to manage customer expectations or deliver to Service Level Agreements (SLA).
Upstream recognized the need to standardize its IT environment to get away
from disparate work processes that were difficult to manage and track. The
adoption of the ServiceNow IT suite has resulted in centralized service
requests through a self-service portal and streamlined the process for
Incident, Problem and Change management.
“Part of the Upstream’s strategic IT plan was to have an integrated,
cloud-based service automation solution that would standardize work flow
across the entire company to automate and improve the quality of services for
its employees and customers,” said Michael Schembri, Chief Information Officer
at Upstream. “Since introducing ServiceNow, we have been able to remove IT
silos, which traditionally caused poor visibility of many IT processes,
including service requests. With ServiceNow as our company’s service
automation solution, we have a more streamlined approach to service delivery,
allowing us to efficiently manage and fulfill request.”
Upstream now has full visibility into its service processes to prioritize and
understand the IT department’s workload. And the team can now manage to
clearly defined SLAs, helping to set a clear baseline to establish service
levels as well as analyze and report performance to its business leadership.
The positive results have also been tracked through increased customer
satisfaction, which is surveyed regularly by the company through NetPromoter
Having successfully deployed ServiceNow in the company’s IT department,
Upstream is now focused on replicating this success across other departments
throughout the business including facilities, field engineering, health &
safety, client service management and E-services, as well as customer
ServiceNow is the enterprise IT cloud company. We transform IT by automating
and managing IT service relationships across the global enterprise.
Organizations deploy our service to create a single system of record for
ITandautomate manual tasks, standardizeprocesses and consolidatelegacy
systems. Using our extensible platform, our customers create custom
applicationsandevolve the IT service model to service domains inside and
outside the enterprise. ServiceNow transforms IT from the department of no to
the department of now. For more information, visit www.servicenow.com.
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their respective holders.
Steve Schick, 408-961-2349
Kim McCrossen, 781.684.6253
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