Many companies outsource their entire ServiceNow operations to system integrators and managed service providers. However, ServiceNow generates a huge amount of internal email traffic, which can pose a problem for cloud-based email infrastructures constrained by sending limits …
ServiceNow estimates the total addressable market (TAM) for its IT, employee, customer and creator workflows to be worth around US$190 billion. The software is currently running at roughly 85 percent of all Fortune 500 companies. Virtually every big player in the IT market has some or other touch points with ServiceNow – either in a channel partner capacity or as a provider making their services available via the platform. Or as a system integrator: Due to the complexity of the highly configurable platform, which is employed in HR, customer service and IT operations amongst others, the implementation and even the entire operation of ServiceNow is frequently outsourced to external service providers.
Retarus as the missing link to ServiceNow
So far, so good. But where does Retarus come into the picture? To start with, our email security, SMS and fax services can be managed directly by way of the platform. However, what is even more interesting for our partners who integrate and operate ServiceNow is that our services enable them to implement a scalable, reliable email solution for all the application traffic generated by ServiceNow.
In fact, this is quite significant in scope, as made clear by the following example of one of our multinational customers: a hybrid system architecture comprising more than 1,000 applications (on-premises and SaaS, including a number of ServiceNow applications) and over 200 domains, via which more than 10 million emails are sent every month. At this customer, ServiceNow alone generates around 80 percent of the company’s internal email traffic. Such large email volumes can quickly become a problem, especially as a growing number of organizations are dismantling their own email infrastructures and shifting them to the cloud, for instance in the context of migrating to Microsoft 365.
Best practice use case for system integrators and MSPs
In the course of ongoing projects, Retarus and our partners encounter the same issue again and again: Customers migrate to Microsoft 365 and then realize at a later date that the sending of large amounts of emails from ServiceNow via their own domain is subject to Microsoft’s sending limits, leading to disruption in the service for ITSMs or HR processes. ServiceNow does indeed give customers the option of sending out emails via a sub-domain of its system. However, many users would prefer to use their own domains for a wide variety of reasons (brand, CI/CD, reputation, monitoring). In that case, it’s highly advisable to use the services of a suitable provider for sending large volumes of emails. When choosing a provider, however, it’s crucial to take several factors into consideration.
One for all, and all for one
Many transactional email specialists focus virtually exclusively on use cases such as customer communication (marketing, online store, etc.) and consequently only offer solutions for high-volume outbound traffic, but not for the inbound messages equally important in the ServiceNow scenario. These solutions often lack advanced functions such as address rewriting, dynamic IP routing or the capacity to manage multi-recipient jobs, all of which are all highly relevant for processes automated by way of email. For sensitive processes such as those in human resources, on the other hand, encryption and adherence to data privacy and compliance guidelines are critical factors in selecting a suitable service provider.
An all-encompassing solution for email, the most important business communication channel
At Retarus, we take a holistic approach to email. And we offer professional cloud messaging from a single source. Retarus Transactional Email enables you to send large volumes of email directly from ServiceNow per API via the powerful, fully GDPR-compliant Retarus Enterprise Cloud, without burdening your own email infrastructure or that of your customers. Throughput levels are contractually guaranteed by way of service level agreements and delivery rates are excellent, thanks to our CSA certification and sophisticated reputation management.
Retarus processes your data locally in its own data centers, which are certified in accordance with the very highest security standards such as SOC 1, SOC 2 and ISO 27001.
This high-end infrastructure is complemented by extensive monitoring and reporting tools as well as sophisticated search functions, which enable service or contact center agents to retrieve lost or missing transactional emails quickly and resend them – without having to access the original business application.
Of course, the Retarus services don’t only offer you and your customers added value in the ServiceNow context. You can just as easily handle the “other 20 percent” of your email traffic from applications like SAP and Salesforce, or marketing automation software such as Eloqua and Marketo – reliably, securely and scalably.