The CDW team also built a skills database so the organization could assign the best employees to any given project.
With the data available in the ServiceNow platform, CDW could also better predict and evaluate the services it was providing to customers. This in turn helped the company evaluate its own ROI and share information with customers about the ROI of their investments.
Company Acquisitions Spurred Growth and Automation
As the company rapidly expanded (it acquired four or five organizations in the past year, Wheeler said), the IT and HR departments needed a way to train everyone on the same platform. The organizations CDW acquired used different programs and had different software licenses, sparking a need for consolidation.
“It was a platform conversation, but it was also a process conversation,” Wheeler said. If processes were found to be consistent, reliable and repeatable, the organization looked to optimize and automate them companywide. “With all of the new organizations coming in, we started to look at best in breed of those processes” just as they would for customers, he explained.
This enabled CDW to identify needs on its team and put its people in the best positions based on departmental growth and employee interest. By consolidating processes, the company also reduced its technical depth and could put more resources into optimizing each process.
Now, the company optimizes processes for customers in the same way to drive more ROI.
“ROI could be dollars, it could be time that equates to dollars or that equates to more strategic initiatives where we can create some resources,” Manna says. “We’re constantly looking at driving more ROI for our customers and, at the same time, in-house.”