Discover the latest digital transformation initiatives being undertaken by Experian and its business and technology executives. Each quarter our research team identifies the applications that are being used by Experian from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
Since 2010, our global team of researchers has been studying Experian software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Experian propensity to invest in new Enterprise Applications such as Analytics and BI, Collaboration, Content Management, CRM, EPM, ERP, HCM, ITSM, PLM, PPM, Procurement, SPM, SCM or Treasury and Risk Management systems.
The research results are being incorporated int our Customer Database which has over 100 data fields that detail Experian IT roadmap and budget, latest software purchases, implementation status, partner involvement, and decision-makers.
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.
“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.”
|Vendor||Old Product||New Product||Function||Market||Users||VAR/SI||When||Live|
|Adobe Systems||Legacy Applications||Adobe Marketing Cloud (ex Omniture)||Digital Marketing Automation Platform||CRM||n/a||n/a||2014||2014|
|Subscribe||Subscribe||Subscribe||Big Data Infrastructure||IaaS||Subscribe||Subscribe||2015||2015|
|Subscribe||Subscribe||Subscribe||ML and Data Science Platform||Machine Learning||Subscribe||Subscribe||2014||2014|
|Subscribe||Subscribe||Subscribe||ML and Data Science Platform||Machine Learning||Subscribe||Subscribe||2016||2017|
|Subscribe||Subscribe||Subscribe||Content Management||Content Management||Subscribe||Subscribe||2015||2015|
|Subscribe||Subscribe||Subscribe||Customer Relationship Management||CRM||Subscribe||Subscribe||2012||2012|
|Subscribe||Subscribe||Subscribe||Enterprise Resource Planning||ERP Financial Management||Subscribe||Subscribe||2014||2014|
|Subscribe||Subscribe||Subscribe||Customer Relationship Management||CRM||Subscribe||Subscribe||2008||2008|
|Subscribe||Subscribe||Subscribe||Customer Relationship Management||CRM||Subscribe||Subscribe||2013||2013|
|Subscribe||Subscribe||Subscribe||IT Service Management||ITSM||Subscribe||Subscribe||2016||2016|
|Subscribe||Subscribe||Subscribe||Learning Management System||HCM||Subscribe||Subscribe||2015||2015|
|Subscribe||Subscribe||Subscribe||Data Warehouse Appliance||Analytics and BI||Subscribe||Subscribe||2013||2013|
|Subscribe||Subscribe||Subscribe||ML and Data Science Platform||Machine Learning||Subscribe||Subscribe||2012||2012|
|First Name||Last Name||Title||Phone|
|Subscribe||Subscribe||UK&I Financial Accounting Manager||Subscribe||Subscribe|
|Subscribe||Subscribe||Director of Analytics Architecture||Subscribe||Subscribe|
|Subscribe||Subscribe||Financial Controller, UK&I||Subscribe||Subscribe|
|Subscribe||Subscribe||Vice President, Global Infrastructure & Technology Operations||Subscribe||Subscribe|
|Subscribe||Subscribe||VP of Engineering||Subscribe||Subscribe|
|Subscribe||Subscribe||Vice President, Global IT Service Excellence||Subscribe||Subscribe|
|Subscribe||Subscribe||Chief Scientist, VP of Data Science||Subscribe||Subscribe|
|Subscribe||Subscribe||Audit Director, Global IT Operations||Subscribe||Subscribe|
|Subscribe||Subscribe||Chief Procurement Officer||Subscribe||Subscribe|
|Subscribe||Subscribe||Chief Information Officer - UK&I||Subscribe||Subscribe|
|Subscribe||Subscribe||SVP, Global Chief Scientist||Subscribe||Subscribe|
|Subscribe||Subscribe||European Procurement Manager||Subscribe||Subscribe|
|Subscribe||Subscribe||CTO, Experian Consumer Services, North America||Subscribe||Subscribe|
|Subscribe||Subscribe||Global Finance Shared Services Operations Director||Subscribe||Subscribe|
|Subscribe||Subscribe||SVP, Chief Innovation Officer||Subscribe||Subscribe|