A new approach to payment operations

ServiceNow and Accentureunite expertise and technology to deliver modern, efficient payment experiences

Banks are under increasing pressure to enhance their payment operations capabilities.

Payment operations are the lifeblood of banks—

connecting front and back office workers and fueling

day-to-day activities. As the financial industry moves

towards rapid digitalization, it’s time banks accelerate

to keep up or risk being left behind.

The entire industry has risen to compete with banks in

the digital payment space. Increased competition and

growing customer expectations have fueled the need

to find new ways of managing payment processes and

resolving issues at scale—going beyond basic

automation and streamlining of case management.

But balancing efficiency, experiences, and compliance

is no easy task. Complex environments, siloed systems,

and manual processes can complicate progress on

payment initiatives.

There are several reasons to modernize :

• Complex and dated system environments can be

difficult to manage and challenging to keep up with.

• Legacy systems can create system, team, and data

silos—hindering collaboration and diminishing

productivity.

• Manual work and poor process visibility result in

increased errors, unnecessary handoffs, and

inconsistent experiences.

Modern banks need to drastically speed up their digital

transformation efforts to effectively deliver the

experiences customers expect. It’s time to unify

technology across business areas and make strategic

digitization investments.

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A partnership to solve the payments problem.

Implementing new technology is not a fool-proof key to

success. Without the right guidance and expertise,

processes can go unoptimized and continue to deliver

poor customer experiences.

Accenture and ServiceNow are leading the way with a

proven approach to payment operations. Combining the

industry-focused approach of Accenture, the largest

independent technology services provider, with the best-in-

class platform of ServiceNow, banks can modernize

payment experiences and make them more efficient.

As the No. 1 provider for ServiceNow services, Accenture

understands ServiceNow platforms from the inside out.

Together, our partnership elevates your transformation

journey for superior outcomes. Accenture brings

unmatched talent and global experience to ServiceNow’s

Payment Operations solution to help banks turn

transformative innovation into business value.

Modernize payment

process models for faster

time to value

Competing in today’s crowded market

means delivering high-quality results, faster.

Without a solid business strategy and efficient

operations, project delivery can become

delayed, slowing the entire organization down

as a result.

Accenture and ServiceNow lay the

groundwork to evaluate, rationalize, and

design a tailored payment process—reducing

operational costs with rapid platform

integration that minimizes technical debt.

✓ Execute sound processes that unite

disparate systems to accelerate and de-

risk product delivery with proven

operating models, payment hub

architectures, and payment value chains

from Accenture.

✓ Stay at the cutting-edge of the industry

with banking-specific strategy,

consulting, and execution from more

than 4,300 Accenture payment experts

and system integration specialists around

the world.

✓ Build the right foundation to quickly

support payment inquiries; and speed up

investigations and payment in error

processing with out-of-the-box workflows

from ServiceNow.

✓ Employ smart automation across the

payment landscape—provided by

ServiceNow and implemented with

Accenture—to improve productivity and

bring core banking data together.

4

Reduce manual efforts for an optimized workforce

Employees power the strategy and

execution of payment operations, but

manual processes and handoffs can be

error-prone and tedious to manage,

diminishing productivity.

Accenture and ServiceNow elevate

employee journeys by consolidating data

and processes across multiple payment

types and networks into a single core

banking system.

✓ Easily shift processes and ensure you

are getting the most out of your

investment with ServiceNow through

Accenture’s on-demand change

management expertise.

✓ Automatically connect front, middle,

and back office teams, eliminating

monotonous tasks and realigning

resources within ServiceNow’s Payment

Operations platform, for increased

productivity.

✓ Improve the agent experience with

digitized, streamlined workflows and a

dedicated workspace and Service

Portal from ServiceNow.

✓ Initiate and manage tasks from internal

and external customers—including

automating payment inquiry collection

from customers and third-party banks—

in a single queue.

5

Digitize new payment

controls for full visibility

and compliance

To operate efficiently, bank leaders need a

view into team performance and workloads

in real time. But with so many processes

happening simultaneously, it can be difficult

to gain visibility into tasks and prioritize what’s

most important.

Accenture and ServiceNow digitize the

controls associated with new payment

processes to ensure end-to-end visibility and

compliance—providing a clear line of sight

into payment processes and reducing

regulatory risk.

✓ Unite core systems of record in a single

view by tapping into Accenture’s

proven and trusted data integration

experience and ServiceNow APIs.

✓ Reduce the overall cost of compliance

with embedded controls and

automated documentation with digital

workflows from ServiceNow.

✓ Provide internal and external customers

visibility into claim statuses and

outcomes through an omnichannel

portal from ServiceNow.

✓ Identify opportunities to tailor and

configure multiple layers of security

based on organizational requirements

with Accenture’s consulting expertise—

with experience serving more than 90%

of the Fortune Global 100.

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SN-PaymentOperations-IndustrySolution-092021

servicenow.com

Digital payment operations are accelerating,

and banks need to keep up.

It’s time to speed up your digital transformation efforts to deliver better

experiences for employees and customers. With Payment Operations from

Accenture and ServiceNow, we help banks modernize payment experiences—

and make them more efficient. Together, we bring a proven approach and the

latest technology to solve the payments problem, all in one place.

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