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スーパーシップ Co., Ltd. and KDDI株式会社 will launch a new service, “KDDI Message Cast for ServiceNow,”. This new service will integrate with ServiceNow®, a digital workflow platform provided by ServiceNow, Inc. of the United States, enabling direct delivery of SMS (Short Message Service) messages from the ServiceNow® platform.
This service provides a mechanism for automatically sending SMS messages, starting from the ServiceNow® workflow. It makes it easier to manage tasks that require timely communication on ServiceNow®, from important notifications and reminders in the customer service process to emergency contacts during system failures in IT service management (ITSM).
As companies undergo digital transformation (DX), the application of ServiceNow® is expanding beyond internal IT service management (ITSM) to include customer-facing operations such as customer service and sales. As a result, the types of events that require prompt communication with stakeholders and customers managed on ServiceNow® are becoming more diverse, and the importance of a reliable system for delivering information, from contract renewals and various reminders to outage notifications, is increasing.
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On the other hand, business communications that require timely delivery face common challenges. In situations where it’s crucial to ensure that information reaches the right people, such as contract renewal notices and reminders to customers, or emergency contacts during system failures, email notifications can easily get lost among other communications and go unnoticed, while phone calls are dependent on the recipient’s availability. Furthermore, it has been pointed out that if these tasks rely on manual processes, it can lead to reliance on individual employees for responses and delays in initial response.
To address these challenges, there is a need for a system that can be implemented without additional development, ensuring reliable communication methods that are integrated with business processes.
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