Tickets.com’s Greg Crowder, VP of Application Delivery, and Kim Reding, Manager of IT Program Management, stopped by theCube during its live coverage of ServiceNow’s annual event, Knowledge 13, and discussed how ServiceNow has changed their business with host Dave Vellante.

Dave asked what Tickets.com’s environment looked like before ServiceNow, and what the specific reasons were for bringing it in. “Before ServiceNow, we had disjointed process, different repositories for project artifacts, knowledge based articles,” Crowder explained, “There was a real siloed approach.” He described how the need to break down those silo walls was very evident. Transparency was a key necessity—team members needed to be able to fully recognize their role in the ecosystem, where or who their work was coming from, and what they needed to provide to the teams downstream from them, without having to focus on all the communication.

“That’s where ServiceNow has helped us. We broke down those silos, we defined these automated processes that allow each team to focus on the work itself and not on the communication to the next group,” Crowder continued. ServiceNow handles that communication, which frees the labor force up for greater innovation and creativity.

Dave asked what ServiceNow could do further, after implementation, to make life even easier at Tickets.com. Reding stated that the mobile application that was demonstrated previously at the conference is exactly what they need. “Many of our users are remote. The majority of them aren’t sitting around in front of their computers anymore.” While these users are out in the field, they still need to manage their incidents, requests, and other work on the fly.

“Having the mobile app quickly be able to update an incident is the number one thing we need right now,” Reding emphasized. Crowder added to that claim, stating that his advice to ServiceNow would be to go full force with mobile support. Mobile is where it’s at and where everyone needs to be.

See the entire segment below: