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ServiceNow in Healthcare 2023
How Healthcare Organizations Are Automating Workflows
Author
Mike Smith
Author
Sam Eaquinto
Margins are tight for many healthcare organizations due to factors like inflation, high costs for labor and materials, fewer high-margin procedures, and staffing shortages. As a result, the demand for automated workflows is growing. This report is KLAS’ first comprehensive look at ServiceNow, a cross-industry vendor that offers automated workflows. Drawing from 17 healthcare organizations’ insights, the following pages share how ServiceNow is being used and what the customer experience is like.
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Key Findings:
- IT Service Management Is Primary Use Case, Followed by HR & IT Operations Management
- Improved Efficiency Is Far and Away the Top Outcome; Organizations Also Commonly Report Better Visibility/Reporting
- Most Respondents Say ServiceNow Provides Strong Customer Experience
- Main Highlights of Customer Experience Are Reporting, Workflow Automation, and Flexibility; Reporting Provides Visibility into Key Data Points, Enabling Better Decision-Making
- Biggest Obstacle for Organizations Is Finding Developers/Staff to Support ServiceNow Platform
- In the Future, Organizations Intend to Focus on Expansion, Adoption, and Optimization
Writer
Sarah Hanson
Designer
Jessica Bonnett
Project Manager
Joel Sanchez
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2024 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.