We use Behaviour-led human centric service design to define experience evolutions, and we leverage market dominant enterprise SaaS platforms (Salesforce & ServiceNow) to make that experience change a reality. We activate business outcomes by shifting employee behaviours in advised and assisted channels.
We are experience architects and platform specialists. We are pragmatic practitioners with a design mindset, grounded in practical execution experience. We align the motivation, skill and ease of activity to drive behaviour change, and we power experience activation with the market leading platforms: Salesforce and ServiceNow. We are high skill, on site practitioners that integrate with your teams to enable change.
At Electric Mind, we specialize in amplifying the effectiveness of your front-line teams (advisors, relationship managers, sales and service representatives, etc...). We design tailored interactions for your assisted & advised channels, enhancing your employee & client experience. We evolve service-led client value propositions, transform interaction blueprints, improving your client journeys and employee experiences.
We apply a behaviour-led, platform powered approach, leveraging Salesforce's powerful clouds -- activating real-time data, automation, and personalized customer interactions -- we boost productivity, enhance customer satisfaction, and drive revenue growth.
We specialize in employee and client facing - service design. We leverage “Day in the Life” persona maps for employee experience evolution. We design “client journey & interaction” maps for client experiences. Each of these grounded in OOTB Salesforce configuration driven experience automation.
We bring an industry leading multi-channel workflow to guide Omni-channel client experiences. We define balance across self, assisted and advised interactions. We turn moments that matter into experience differentiators and delights. We optimize: service, cost and experience enablement considerations with a one client experience workflow mindset.
We deliver practical and experience execution informed planning. We baseline and trace business results through behaviours, experiences, interaction capabilities, to platform & technology enablers. We perform platform factor-based estimating and define actionable roadmaps that include immediate next steps including no regrets - quick wins.
We provide platform technology review, platform assessment, architecture recommendations on interaction platforms and Salesforce Org Strategy and considerations. We specialize in rapid technical debt assessment (with actionable migration back to product) options.
Activating and automating experience using platform technologies is the core of our skills. We have skills across the continuously evolving Salesforce Clouds with platform specialty skills across clouds including: Agentforce, Data Cloud, Industry Clouds, Einstein One, and more!
Rapid experience and information design activated through prototyping. This is typically used to pilot an experience flow, test an information to action feedback loop or explore leveraging a new cloud (try before you buy). We have rapidly prototyped migrating reports and dashboards onto Market Leading real-time dynamic platform dashboards.
We apply a behaviour-led lens to "activity/advice based feedback and coaching". We connect "doing the right things" and "doing things the right way" using an information architecture to define & configure reports & dashboards.
At Electric Mind, we offer a comprehensive suite of ServiceNow solutions designed to optimize business operations and enhance efficiency across various functions. Our workflow services includes streamlining: service delivery (ITSM), asset management (ITAM), and technology operations (ITOM). We empower HR and workplace management through Employee Workflows, improving employee experiences with intuitive tools and automation.
Our Customer Workflows enhance support and field service operations, while Creator Workflows enable low-code/no-code app development and integrations. Additionally, we offer Security and Risk Management solutions, ensuring enterprise compliance and resilience. By leveraging AI-powered automation, unified data models, and mobile-first capabilities, Electric Mind helps businesses drive digital transformation, sustainability, and long-term success.
We streamline IT service delivery by implementing ServiceNow ITSM solutions tailored to your business. From incident management to problem resolution, we enhance operational efficiency, reduce downtime, and improve user satisfaction. Our team ensures adherence to ITIL best practices, delivering measurable improvements in service quality and speed.
Our ITOM services enable clients to gain real-time visibility into their IT infrastructure. We help automate routine tasks, monitor service health, and proactively address potential issues. By optimizing operational processes and implementing predictive analytics, we reduce costs and improve system reliability.
We empower organizations to manage IT assets across their lifecycle, ensuring compliance and cost-effectiveness. From procurement to disposal, we enable better tracking and reporting through ServiceNow ITAM. This comprehensive approach reduces waste, minimizes risks, and maximizes asset utilization.
We enable businesses to deliver exceptional customer experiences by leveraging ServiceNow CSM. Our solutions focus on automating case resolution, tracking customer interactions, and providing proactive support. This leads to higher customer satisfaction and loyalty.
We help clients strengthen their security and compliance frameworks through ServiceNow's SecOps, GRC, and IRM solutions. By integrating threat intelligence, automating response processes, and enhancing incident resolution, we reduce vulnerabilities and improve compliance. Our tailored SecOps solutions ensure organizations are prepared for evolving security challenges. Additionally, our GRC and IRM services provide a unified framework for risk management, policy management, and audit automation, enabling proactive risk mitigation. This comprehensive approach helps organizations maintain regulatory adherence, make informed decisions, and build resilience against emerging threats.
Our pragmatic, responsible, and market tested Engineering approach leads to production quality delivery with the ability to respond to evolving business priorities. Clients repeatedly turn to our engineering services to support them across capabilities including software development, agile-based continuous delivery, cloud and infrastructure, performance and operability, and cybersecurity.
Feature-based delivery to production enables responsiveness to changing requirements and user feedback, while facilitating early value creation. Our combination of refactoring, automated testing, continuous integration, and frequent deployments keep quality and software delivery throughput high, no matter the challenge.
Cloud enabled infrastructure has had a profound impact on technology stacks and deployment models. At Electric Mind, we work with clients to design refreshed cloud and infrastructure solutions fuelled by pipeline automation; and execute the deliver and migration of applications to cloud and other third-party providers.
High quality software must meet non-functional requirements. We work with our clients to define, document, and deliver on comprehensive non-functional requirements that support high-performance and scalability. We also help our clients implement the right level of reporting and monitoring required for highly available software systems.
Protecting critical systems and sensitive information from attacks is increasingly complex. Our cybersecurity experts can ensure protection and resilience of your technology from attacks through our approach to threat modeling, static and dynamic pressure testing, secure coding techniques, and proper hardware deployment.
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