In conversation with Unifii, one of the few independent Elite partners

Q:It’s day one and you are in front of a new prospect – how do you articulate the ServiceNow proposition?

Our initial engagement focusses on understanding why a prospect has considered taking ServiceNow. Once we understand this, we can ensure we provide them with a tailored view of the platform and provide examples of how others are addressing some of those pain points. We take the prospect through a high-level journey of what an implementation could look like. We introduce our background as former ServiceNow customers who set up a consultancy to deliver programmes in a different way. We’re proud to be one of the few independently owned Elite ServiceNow partners in the UK.

Q:  The lines between transactional applications and low code tools are blurring. How does Unifii ensure that its own applications reduce complexity? 

For the ServiceNow store applications we’ve deployed, these are built based on customer needs: they are either complimentary to the ServiceNow products sets or they provide capabilities that aren’t already part of the ServiceNow product catalogue. 

Where we are deploying applications via the app engine route, we work very closely with the commissioning business teams and ensure we start with the business process requirements. This ensures we have a holistic understanding of the intended outcomes, the necessary inputs, expected user experience and any known future growth or changes expected, so that we have a properly architected solution before beginning.

Q:   How does the ServiceNow proposition augment existing investments in IT and what additional value can it deliver?

ServiceNow provides the overarching co-ordination layer that many point solutions lack. Whilst migrating systems of record to the cloud is part of the process, a disjointed user experience has led to many great pieces of work being met with indifference or even frustration by the end user community. 

ServiceNow can offer a single pane of glass for multiple different service areas, while delivering process controls through approvals and validation – this ensures only valid requests are being passed through to other systems for automated or manual action. With the broad array of prebuilt integrations ever expanding, putting ServiceNow at the heart of your employee experience can drive efficiencies and reduce manual effort for many simple commodity type requests.

Q:  How does an independent consultancy like Unifii ensure that implementations are pain-free for the customer?

ServiceNow projects are often commissioned to replace an underperforming solution or a solution that never succeeded in the first place. As such, we have lots of experience working with teams who are suffering from transformation fatigue. 

Our approach to ensuring successful projects starts in the sales cycle. Many of our sales staff have come from delivery backgrounds, so are skilled at validating potential challenges from past projects against the customer’s expectations. This allows us to build up a view of not just what level of support they will need, but also if there are certain project team members that would be a good fit. Having a team that gels between the customer and the partner is massively important to establishing trust.

Q:  How does the ServiceNow platform and Unifii’s approach ensure that customers can realise value quickly from their investment?

For many ServiceNow customers ROI is achieved well inside the first year, thanks to the maturity of the products and the ability to deploy them with minimal additional configuration.

At Unifii, our priority is to get the project delivered to a high standard and in the expected timeframe, so that customer can maximise their initial outlay on licenses. We do this through relatively short, sharp delivery windows along with a detailed pre-work plan that allows us to gather requirements upfront. We do our platform build in two-week sprints with regular capability reviews, so there is the option to release capabilities in phases.