Asurion Software Purchases and Digital Transformation Initiatives

Discover the latest software purchases and digital transformation initiatives being undertaken by Asurion and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 23000 Asurion employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.

During our research, we have identified that Asurion has purchased the following applications: NICE Real-Time Speech Analytics for Speech Recognition AI in 2016, Microsoft BI (SSRS, SSAS, SSIS, SQL Server Reporting) for Analytics and BI in 2017, MicroStrategy Platform Analytics for Analytics and BI in 2018 and the related IT decision-makers and key stakeholders.

Our database provides customer insight and contextual information on which enterprise applications and software systems Asurion is running and its propensity to invest more and deepen its relationship with Nice Systems , Microsoft , MicroStrategy or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.

We have been analyzing Asurion revenues, which have grown to $8.50 billion in 2021, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Asurion intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.

About the Customer

Asurion is a global tech care company that provides insurance, installation, repair, replacement, and 24/7 support for a wide range of technology, from mobile phones and laptops to household appliances. Our 12,000 experts are available online, on the phone, in-store, or can even come to you. Asurion eliminates the fears and frustrations associated with technology to ensure our 300 million customers get the most out of their devices and connections.

Scope and Challenges

With 12,000 employees, Asurion helps more than 300 million people unlock technology’s potential via a number of highly successful services, that's why Asurion requires a highly skilled recruitment team. To strengthen these critical recruiting capabilities, Asurion recently added recruiting support to its shared services model.

Asurion needed to standardize and automate its onboarding. Asurion hiring managers were struggling with manual processes and multiple systems–one to request computers and phones, another for office space, yet another for parking passes, and so on. The process was cumbersome and hard to navigate–and it often relied on tribal knowledge. Asurion wanted a one-stop solution that drove onboarding end-to-end, making it easy for managers to get new hires what they needed to succeed

Outcome and Implications

Asurion selected ServiceNow for ITSM, but also ServiceNow HR for Onboarding, HR Service Delivery, and HR case and knowledge management, and integrated with Workday HCM. Both had onboarding, but Workday drove everything by email and was not a good fit. 

Asurion went live with Enterprise Onboarding and Transitions in only two months. Asurion started with a minimal viable product for its exempt North American employees. Asurion was able to use out-of-the-box ServiceNow capabilities, which dramatically simplified the implementation. And, since Asurion had already integrated ServiceNow with Workday for IT, it made the implementation even easier. After ServiceNow went live, Asurion spent another six weeks fine-tuning the solution based on employee feedback–at which point, and was ready to go global. 

With the ServiceNow employee service portal, Asurion can now offer hiring managers and new employees intuitive onboarding checklists, manage and assign tasks across multiple departments, and distribute targeted content to new hires–welcome videos, useful role-based information, and more. 

ServiceNow drives the entire fulfillment process–simplifying onboarding for Asurion’s hiring managers Now, when an offer is extended and accepted, Taleo adds a new employee record to Workday, which then triggers the ServiceNow onboarding process. By using ServiceNow, hiring managers simply pick the resources they need for their new employees, including computers, phones, office space, software applications, passes, and more.

As part of the onboarding process, ServiceNow automatically surveys new hires about their onboarding experience. Just by turning on out-of-the-box ServiceNow onboarding capabilities, we’ve achieved an 86% satisfaction rating–4.3 stars out of five. Once the global rollout is complete, ServiceNow will handle 300 to 400 onboardings per week. 

Quotes

"With the ServiceNow employee service portal, we could offer our hiring managers and new employees intuitive onboarding checklists, manage and assign tasks across multiple departments, and distribute targeted content to new hires." 

Bob Davis, Human Resources Director, Asurion

 “Previously, our recruiters handled everything from identifying and interviewing candidates through to onboarding and administration. By building a shared services team that focused on onboarding support, we freed up our recruiters’ time to do what they do best–recruiting. And, with a dedicated recruiting support team, we could focus on creating a world-class onboarding experience backed by rock-solid administrative services.” 

Bob Davis, Human Resources Director, Asurion