EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.
How EY can help
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Discover how the EY–ServiceNow Alliance can help you streamline the flow of business information to become more dynamic and innovative to drive performance and growth.
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A case study: how EY and ServiceNow transformed employee support for a leading beverage company
A leading beverage company faced persistent challenges in supporting employees across IT, HR and finance. Employees often relied on informal networks and fragmented systems, resulting in inefficiencies and inconsistent service delivery. This led to delays and reduced employee satisfaction.
To address these obstacles, the organization partnered with the EY-ServiceNow Alliance to reimagine how employees access support and how core services are delivered. EY and ServiceNow worked closely with the company to design and implement a digital-first, omnichannel approach that incorporated AI technologies for service delivery and productivity. This included deploying AI agents for creating a seamless service delivery experience. Specifically, the solution integrated workflows across departments, enabling employees to access support through a unified platform rather than navigating multiple systems.
By leveraging alliance capabilities, the team helped implement a more integrated strategy aligned to the organization’s goals. The ServiceNow platform provided a flexible, AI-first architecture that automated manual processes and streamlined service delivery. Employees could now get their answers directly through conversational AI, submit requests, track progress and receive support through AI agents, improving both efficiency and satisfaction.