According to a Gartner HR survey, over 88 percent of organizations have encouraged or needed employees to work from home during the COVID-19 pandemic. HR plays a crucial role during these times – employees are the primary asset of any organization, but organizations have no direct control over the environment their workforce is currently working in. HR’s core function today is to ensure business continuity by constantly engaging with the workforce, keeping employee morale high in this time of crisis and monitoring their general health and wellbeing. For most organizations, this sense of wellbeing and a positive approach need to be nurtured, not just amongst employees, but across the overall personnel ecosystem of the workforce, partners and vendors, clients, and other business associates.

Wipro’s Emergency response solution by ServiceNow empowers organizations with rapidly scalable and readily deployable SaaS-based applications to address the uncertainties arising during the COVID-19 pandemic.  Powered by automation and analytics capabilities of the ServiceNow platform, the solution helps organizations to automate emergency outreach operations, stay connected with their employees, and frequently gather information regarding their employees’ health status and general wellbeing.

Fig 1.0 Emergency Response solutions applications by ServiceNow

How Wipro Emergency Response Solution Works

Wipro’s team of ServiceNow platform experts, in collaboration with the Process Transformation Consulting team, have evolved an end-to-end emergency response operations automation solution. This solution is conceptualized around the four emergency response applications built and offered by ServiceNow at a zero-licensing cost.

Thanks to this solution, Wipro can help rapidly deploy, integrate and enable crisis management workflows with continued agility and innovation. The solution blends the best practices of process consulting with ServiceNow’s technical expertise to further enhance the capabilities of the applications through workflow automation and integration with third-party tools and other ServiceNow platform applications to deliver an end-to-end automated experience.

Fig 1.0 Wipro Emergency Response Solution

The implementation approach begins with video-based consulting to rapidly evaluate the crisis need. This is followed by solution modelling, implementation, and post-implementation support to ensure the Wipro team is partnering with the customer every step of the way in fulfilling end-to-end requirements.

Fig 2.0 Solution implementation approach

Scalability and agility redefined for superior outcomes

The ready-to-deploy SaaS solution, available across multiple channels, (web, mobile, SMS, etc.) gives enterprises and end users the scalability and flexibility to respond immediately in emergency situations.

Quick video-based consulting, assessments, and process modelling ensures solution modelling with minimal business interruptions.

Automated reporting of crisis management progress through pre-identified KPIs enables leaders to react to crises situations quickly and in an informed manner.

Conclusion

Wipro’s Emergency Response solution helps organizations expand the capabilities of emergency response applications to serve a larger ecosystem beyond employees. This includes contractors, partners, customers, vendors, and more. CTOs across industry verticals can leverage the solution’s capabilities to ensure stakeholder communication and safety. This will not only help them address current challenges, but also build a strong stakeholder ecosystem for the future. 

References

1 https://www.gartner.com/en/newsroom/press-releases/2020-03-19-gartner-hr-survey-reveals-88--of-organizations-have-e

2 https://www.servicenow.com/solutions/crisis-management.html

Raghul Shyam Ravi

ServiceNow Solution Consultant

Chenna Ganesan

Practice Head and Chief Architect, ServiceNow Emerging Applications