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One of the intriguing paradoxes in the healthcare IT industry is that one of the top areas requiring guidance often has little to do with the actual technology. More often than not, our clients turn to us for support with people and influence. When evaluating a technology’s value, including ServiceNow’s, comprehensive data and compelling business calculations are pivotal. However, they are only part of the narrative. When considering the people at stake, the Return on Investment (ROI) story shouldn’t be just about the numbers. You must also consider how the solution affects genuine individuals, especially the commitment and endorsement of stakeholders.

Champions can provide tangible numbers alongside the people narrative when making a business case for the ServiceNow platform. For this narrative, we recommend a tri-fold strategy:

ServiceNow Clinician Results/Outcomes:

  • Investigate: A closer look at stakeholders, especially those with the most value to gain, is crucial. It’s essential to pinpoint their aspirations, driving forces, and urgent requirements. Be curious as you seek to learn and understand the needs of each stakeholder. Practice active listening, validating stakeholders’ challenges, showing empathy, and building trust. Dive into the details with the subject matter experts to collect data and identify KPIs that will help prove the value to be realized. For example, an ROI analysis for a client involved breaking down the average minutes taken for particular HR requests, providing insights into potential time savings and workforce requirements.
  • Captivate: Craft an engaging narrative once stakeholders’ primary concerns are pinpointed. The objectives should be crisp, and the issues addressed need validation. Use personas to tell a story of the current challenges and the envisioned solutions in a way that is relatable to the people who can benefit from this investment. Demonstrations of the solution go a long way in helping stakeholders visualize the art of the possible. Finally, quantify the ROI in terms of saved time, averted risks, or untapped revenue channels. ” For example, a hospital unlocked yearly cost savings worth $1.2 million through ServiceNow automation, expediting nurses’ onboarding by two weeks.
  • Empower: With the business case in place, stakeholders should feel ownership of the eventual outcome. Keeping the channels of communication open and setting pragmatic expectations on factors like time, cost, and associated risks is crucial. Letting stakeholders take the reins, especially when they perceive and vouch for the potential advantages, transforms them into change champions who can accelerate adoption within their sphere of influence. This approach’s potency was exemplified when a healthcare entity aiming for an $8 million investment for back-office revamping had an invested physician showcase the current challenges and digital transformation’s promise.

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While these three stages appear sequential, they are essentially cyclical. Investing in a product like ServiceNow isn’t the finale but the onset. Consistent adherence to these stages becomes vital, especially as the business landscape changes and priorities shift. The weeks and months post-implementation are a critical time to investigate how things are going and ask probing questions.
Are we realizing the expected value? Are there issues that should have been anticipated? What can be learned from the KPIs?

Optimum Healthcare IT helps navigate the relationship between the healthcare provider and ServiceNow, ensuring a relationship that best serves end users and, ultimately, the patient population.

Are you ready for transformative success and to prove your ServiceNow ROI? For those in the healthcare domain keen to decipher the ServiceNow ROI puzzle, we will support you. Reach out to us today and get the conversation started.

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Natalie Tollefson

Sr. Director, Customer Success

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