ServiceNow, Inc. (NOW) Earnings Call Transcript & Summary

Hello, and welcome, everyone. My name is Olivia Hyman, and I am a nonprofit solution consultant here at ServiceNow. And before we get started, just a few housekeeping things to share. [Operator Instructions] Today, I'm going to be talking about the beneficiary and constituent experience for nonprofit organizations and how ServiceNow can help create a personalized experience for your external users. So with that, let's get started. So we know that today's nonprofits are facing multiple challenges. The demand for more personalized experiences to attract and retain constituents. 73% of constituents agree that having a positive experience online makes them more likely to donate. 71% of supporters feel more engaged with the nonprofit, when they receive content that's personalized and more constituents are devoted to causes than to [indiscernible] the specific organizations themselves than ever. 68% of constituents agree that nonprofits must prove that they're the most compelling option. This creates an increase in demand for a tailored end user experience. There are also -- this right here also presents great opportunities for nonprofits to innovate for impact. In today's world, constituents expect more personalized experiences and nonprofits need to optimize and create more efficiency in back-end operations. With ServiceNow, you can provide a more digitized and optimized experience for both your constituents and your internal staff. ServiceNow was born with a single purpose in mind, to make the world work better for everyone. And this year, we have doubled down on our focus on you, the nonprofits. By launching a dedicated ServiceNow.org team last year to serve you. While establishing a thriving community and unique solutions to address common challenges, our platform is uniquely positioned to solve, which is what I'm going to be focused on today. But before we get started, I want to give you a brief overview of our platform vision, the real differentiator that makes this solution possible. Let's start with the bottom of the slide. These are your systems of record. The tools you have today that hold data related to your constituent resources, volunteer information, events, providers, et cetera. Today, these systems are disjointed, which leads to manual information exchange and an overall clunky and frustrating experience. With ServiceNow, we let you tap into the most important data living in your systems of record, possibly consolidating these if they become too redundant. And in one platform, one data model and one architecture, bring these together in order to take the data from those systems, aggregate the data on the Now platform and then utilize workflows to streamline entire end-to-end processes. This allows you to improve operations of the entire organization in one intelligent platform. And this ultimately comes together in the main piece that we're going to talk about today, which is the experience. With the Now platform, you can tailor this experience to specific constituent, volunteer or employee experiences to bring the most relevant information to the surface, utilizing automation and workflows, removing manual tasks and promoting great experiences all around. This is why we call the platform with ServiceNow, the platform of platforms for digital workflows. At ServiceNow.org, we've been working to define a vision to create a digital experience that brings relevant and meaningful information to families when they need it most. And doing so in a way that removes the overwhelming feeling of information overload. These tailored experiences can be configured for all different types of nonprofits. But today, we're going to focus on community, a solution focused on families of childhood cancer. Let's picture that I'm a parent sitting in the hospital at 3:00 a.m., after my son's cancer diagnosis. Instead of going straight to Google, the last place anyone should go in a situation such as this, the doctor recommends an amazing resource called Community. I return home and immediately hop online to begin my simplified quest for meaningful information. So let me switch over here to our demo environment, and we will get started. One moment there. Give me a second here. I'm building up the suspense. There we go. Now let me share my screen again. Thanks for your patience, all. Okay. So you should be seeing my screen for community right now. And as a parent, I'm immediately drawn to this area under childhood cancer, and I'm curious about Pathfinder, a tailored guided path to navigating your family's cancer journey. As a parent, at first glance, I noticed, I'm not just giving a search bar or any generalized Google-like experience since at this stage in the journey, I'm not exactly sure what I'm looking for. What I'm seeing is that Pathfinder wants to get to know me and my journey a bit better, before providing resources of any kind so that no assumptions are made from the start. So I'm going to identify as a parent here, but we also have a bunch of other options for different personas in this journey. And right now, my family is currently in the diagnosis stage. Note that all of these persona stages and choices can be easily configured to meet any constituent experience. I'll also be able to come back at any stage in this journey and change where I'm at, and then I can expect to get different tailored information that makes more sense for that new stage in the journey. I'm relieved to see that I'm not being presented with too many options, just items that may be top of mind for me at my stage of the journey. I'm able to select just a few areas of interest that I'm ready to explore. So I'm going to choose treatments, doctors and healthcare professionals as well as travel for care. Now again, we can come back at any time and adjust these as needed. Here now, we have a set of configurable questions to receive even more tailored information. But take note that none of this information asked is mandatory. It's only going to be used to further tailor the experience and the resources that will be provided on the next screen. So we can put in more information if we want to or we can scroll down and see what some more options are. I can also see that they're giving you the ability to put in my ZIP code. I said that travel for care was important to me. So this is going to provide relevant results related to that specific area where I live, in order to pinpoint local resources and events in my community as well as other areas that I may want to check out that is close to my location. Again, this information is not required. It's only utilized to further personalize the experience. Also as a parent, it's comforting to know that this information isn't going to be shared with any third parties without my permission. It's also great to see that I'm not required to complete the step if I don't want to. Again, I'm only providing the information that I want to in this journey. At this point, I'm directed to a results page that includes resources that are directly aligned to my persona as a parent and me being in that diagnosis stage. And it's also going to be aligned to those different topics that I selected as well. So the doctors and healthcare professionals travel for care. From here, I can browse my results as a onetime user or decide if I want to, at this point, now that I've gotten this far, create an account to save my progress and further personalize moving forward. Either way, the user is in complete control of their experience and no information has been stored at this stage. So here is that opportunity to sign up. And this right here is the key moment for families. We don't want to ask them to commit to anything along the way, let alone create an account straight out of the gate like other sites do. We want to allow them to fully trust the solution and then provide them with that ability to save the progress if they choose to do so. So even in this case, if I were to skip, create an account, I'm still getting value by way of that curated content from the different things I chose, based on that information. And by creating an account, we're just giving them that more personalized experience. So now that I'm logged in, I can see that my results page is now called My Library. I can see my name here and the ability to edit my profile further, and also have targeted to dos that I can immediately take action on, allowing me to get organized and focus on what comes next in my journey. So now let's assume I've been leveraging this solution for some time, and now my stage is going to reflect the survivorship stage. Now I have additional to dos and events that will help me contribute back to the community, and ultimately help others that are going through a similar journey. I can even create a new item for myself that I want to track the progress on and I also have access to my care team. So this is really that support system that help me get through the difficult time. I have the ability to see resources that have been shared with me by my care team, a calendar of relevant upcoming events as well as resources I've been favoring over time throughout this journey. So it looks like my case worker has recently shared content with me that they feel as relevant as well as possibly an event I can participate in. This is right here going to help me target my efforts where I can help my family and others in my community. And I can also directly communicate with my care team here below, thanking Jessica for bringing this to my attention. While I'm here, I'm actually really curious about what HealthyChildren.org is, and I'm going to go into the specific provider page. Here on the provider page, I've given a summary of the service provided, in a way that is tailored to the specific stage that I'm in, as well as a rating of provider according to other constituents. I can see that the provider is in close proximity to my location, which allows me to feel confident that the resources being suggested to me are accurate. I can also take actions straight from this page, allowing me to share with a family member. You can even request contact information straight from this page as well and actually talk to that provider. So going back to our home screen here. All in all, this process was effortless during a very overwhelming and stressful time. I felt confident that the solution would support me, that knew me and then it could be trusted. This is a tailored constituent and beneficiary experience from ServiceNow.org. Here we go. Okay. Last but not least, just to close out here, I just wanted to say thank you so much for coming. That is all we have for today. But like I mentioned, if you have any questions, please feel free to either put them in the chat right now or e-mail demo center at servicenow.com and we will get back to you as soon as possible. But yes, thank you so much for joining today. Have a great rest of your day, and thank you so much.