5 Things to Know About: Now Mobile

If you haven’t implemented mobile self-service capabilities in ServiceNow yet, now could be the right time to do so.

With increased service demand relating to remote workforce challenges, paired with a strong need for many businesses to reduce operational expenses, the Now Mobile app allows employees to quickly submit requests and issues, track status, and access common Knowledge articles.

But with three different ServiceNow mobile apps currently on the store, it can be hard to know which is the right fit for you and what’s needed to move forward.

Here’s 5 key things to understand about Now Mobile at a glance:

1. Why it matters.

Opening a mobile channel empowers employees to help themselves through self-service. This in turn, deflects low-value issues away from the fulfillment team and frees them up to address higher priority and value-add needs—while also providing employees with a better, more modern experience.

It’s a true win-win. And it’s having a huge impact for some of our clients.

2. What it is–and what it’s not.

ServiceNow currently offers 3 different apps (not counting the legacy Mobile Classic app): Now Mobile, Mobile Agent and Mobile Onboarding—confused yet?

Now Mobile is the self-service app for your customers to submit requests and issues, track status, and access common Knowledge articles. This is where most of our clients are seeing the biggest impact in terms of value relating to mobile.

This is where most of our clients are seeing the biggest impact in terms of value relating to mobile.

Additionally, ServiceNow offers two other apps:

  • Mobile Agent: This app provides mobile access for the teams providing and fulfilling services for your customers
  • Mobile Onboarding: This is an HR-specific, onboarding workflow for new hires

Side note on the evolution of ServiceNow’s mobile offerings: ServiceNow first introduced a mobile app in 2015, now known as “Mobile Classic”. Mobile Agent became available with the release of Madrid—and Now Mobile and Mobile Onboarding became available with New York. Starting with the Paris release Mobile Classic will no longer be available for use.

3. What it will take to implement.

Implementation can range from lightweight configuration to more complex development effort depending on your specific use cases, ServiceNow environment and broader industry requirements (e.g., specific Security and regulatory considerations).

4. How to drive adoption.

Users can’t take advantage of functionality they don’t know about, so putting in motion a lightweight adoption plan is key. Widgets on your Service Portal home page, ads on your intranet, and email communication promoting new mobile functionality will all help drive download and usage.

Additionally, user guides and support guides for your customers and support teams will support and sustain successful outcomes.

And refinement of your Service Desk contact info will keep customers trying self-service as a first path–and support call deflection.

5. How you’ll understand impact and value.

It’s important to know your KPIs and take a baseline when implementing any new feature to support value capture.

Some of the KPIs that we’ve impacted at clients who implemented Now Mobile have been:

  • Call volume
  • Call abandon rates
  • Average hold times
  • Incident deflection
  • Reduced MSP costs

These impacts can quickly add up to huge savings. Many of our clients have been seeing ROI within 2-3 months of implementation. Not to mention a huge improvement in customer experience.

Request a free consultation with one of our service delivery experts and get your tailored plan for Now Mobile Implementation. Contact us to learn more.

Chris Richter

VP, ServiceNow Engineering & Platform Services, AERITAE