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Discover the latest software purchases and digital transformation initiatives being undertaken by Experian and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 17800 Experian employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Experian has purchased the following applications: ServiceNow IT Service Management for IT Service Management in 2016, H2O Open Source ML for Machine Learning and Data Science Platform in 2016, Visier People Workforce for Workforce Analytics in 2016 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Experian is running and its propensity to invest more and deepen its relationship with ServiceNow, H2O.ai, Visier Inc 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 Experian revenues, which have grown to $5.18 billions in 2019, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Experian 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
Experian plc is a consumer credit reporting agency. Experian collects and aggregates information on over one billion people and businesses including 235 million individual US consumers and more than 25 million US businesses.
Scope and Challenges
Faced with disparate processes, disconnected systems, and high costs, Experian needed to transform it IT service delivery.
“Experian had an unnecessarily complex and inflexible IT services set up, with a multitude of disparate technologies and processes. We were, in essence, putting veneer on veneer to keep up, rather than making inherent and lasting changes to evolve our approach,” said Jonathan Hayes, VP Global IT Service Excellence, Experian IT Services.
They were already using SumTotal Learn as their HCM solution.
Outcome and Implications
For most employees, the only direct interaction they had with IT was when they needed to ask for something via a request portal. It used to be a clunky, painful process. After implementing ServiceNow, interacting with IT is fast, easy, and highly satisfying.
Results show a significant drop in MTTR: there was a 32% reduction from 4.06 hours in May 2017 to just 1.28 hours by August 2017 with steady downward progress projected for the months ahead.
After just 12 weeks, 3,000 Experian employees globally were using ServiceNow to handle cases, service requests, and incidents for a client or employee.
Quotes
“We pride ourselves on unlocking the possibilities that data holds to empower organizations and individuals, and this is exactly what ServiceNow has supported further for Experian,”
“With ServiceNow, we have created a single system of engagement for Experian that expands far beyond IT. We’ve initiated a significant change in how large, global organizations deliver services.”