Lumen reduced order fulfillment time by 75% and added $3M in revenue in the first 3 months. ServiceNow Manufacturing Commercial Operations Overview of Current Industry Issues The transition toward selling services in addition to traditional products presents manufacturing companies with tremendous opportunities. However, as organizations expand their portfolios, launching, selling, delivering, and supporting products, subscriptions, and services quickly becomes challenging. Additionally, fulfilling service contracts has mounting operational costs and eroding companies bottom line. Often times, sales, quotes, orders, contracts, support and services management systems are siloed, resulting in fragmented handoffs, inefficient orchestration of interd pendent order and support tasks resulting in long fulfillment times and SLA breaches. Organizations struggle to meet ever-higher customer expectations as they lack a single view of customer information and a consistent way of engaging with customers across their buying and service journey. Streamlining Manufacturing for the Modern Age ServiceNow's Manufacturing Commercial Operations (MCO) solution seamlessly unifies sales and after-market processes on a single platform, enhancing the flow of subscriptions and services while ensuring smooth customer and channel interactions. MCO empowers teams to efficiently launch and track new products, subscriptions, and services. It automates the order-to-cash workflows, particularly managing exceptions, and boosts the capabilities of support and service staff in handling after-market activities. With MCO, organizations experience accelerated market introductions, significant revenue growth, and cost reductions, all while delivering superior customer and channel experiences. Launch new subscriptions and services fast with configurable catalogs With ServiceNow Manufacturing Commercial Operations, organizations can quickly launch and manage new subscriptions, services, pricing, and catalog-driven fulfillment policies. MCO’s integrated commercial, technical catalog, an easy-to-use product/ services configurator, agent workspace, and contracts and entitlement allow organizations launch, sell, activate, track, and resolve any issues on a single platform. They provide flexibility for agents to make post-sales changes such as suspend or modify at the point of service. The supported capabilities include: • Product/Subscriptions/Service Catalog Management – Support complex products, bundles, and combined product, subscription and service offerings and multiple versions. • Product/Subscriptions/Service Configurator – Configure and price complex product and service offers quickly and accurately. • Pricing Management – Support one-time, recurring, account-based, multi-currency and other pricing models. • Subscription Lifecycle Workflows – Efficiently process commercial move, add, change and disconnect (MACD) of sold subscriptions, or suspend and resume service. • Customer Contracts and Entitlements – Provide post- sales support for changes to customer contracts and entitlements. Create contracts or sync externally created contracts via REST APIs. • Proactive Service – Monitor customer and channel products, subscriptions, or services and proactively suggest recommendations or fix issues. 1 ServiceNow MCO automates the sales, service and support lifecycle Efficiently resolve product and quality issues to reduce costs Streamlined post-sale services management to deliver an exceptional channel and dealer experience Launch new subscriptions and services fast with configurable catalogs Seamless ordering with system connectivity to deliver a better experience Simplify order processing and exception handling to speed up time to revenue Simplify order processing and exception handling to speed up time to revenue Manufacturing Commercial Operations, driven by workflows, lets you fulfills orders faster and more accurately while reducing operational costs. It provides real-time visibility into customer or channel orders via integrating with ERP, inventory and other systems. The solution enables customers, channels or OEMs to request changes to the orders and track their fulfillment status seamlessly. Capabilities include: “Giving the day-to-day order management work a more seamless flow has given our team more time to help our customers get to where they want to be.” Stefan Kuester, Sr. Mgr., GBS Customer Service • Opportunity to Quote to Order – Identify customer needs, create opportunities, manage the opportunity lifecycle, Build quotes, manage revisions, and automatically convert quotes to orders. • Exceptions Capture – Capture changes to the orders via multiple channels (e.g., self- service portal, email/phone, text, a single guided user workspace). • Playbooks for Exceptions Mgmt – Digitize order change management process and automate the orchestration of work and approvals. • Exceptions prioritization and routing – Prioritize and route exception requests based on customer, product, or service urgency. • Order fallout management – Quickly investigate order fallout causes and reprocess failed orders and streamline the remediation process with configurable tasks. • Jeopardy Management – Proactively monitor and mitigate delivery delays by dynamically tracking critical path activities to identify risks. • Integration Hub – Connect order management workflows to hundreds of critical business systems in minutes with out-of-the- box spokes. • Predictive Intelligence – Use classification, similarity, clustering, and regression models to quickly identify trends to drive service improvements. • Entitlement Verification API – Automate verification of customer entitlements for support and service requests. • Performance Analytics – Identify improvement opportunities with predefined, best practice KPIs and out-of-the-box role-based dashboards Efficiently resolve product and quality issues to reduce costs Manufacturing Commercial Operations delivers out-of-the box workspaces and configurable workflows to help support agents to resolve customer issues efficiently and effectively. It enables them to capture complex product issues, connect with right people internally as well as externally to identify temporary and permanent resolutions. Also, allows OEMs to proactively communicate these resolutions to channel partners and customers reducing resolution times and downtimes. No more swivel chair or email required! Capabilities include: 2 • Cases for Product Issues – personalize cases to capture all the relevant information for a product issues such as machine model, part number, VIN number, usage, etc. • Case & Chat Summarization – synthesize customer interactions or complex cases with Now Assist to speed agent understanding and support. • Guided Decisions – dynamically guide agents to resolve cases with contextual product content and next best action recommendations. • Advanced Work Assignment – automatically route work to the best agent and the relevant team based on criteria or an affinity to the case • Configurable Workspace – easily configure an extend agent workspace for resolving product and quality issues with product content, quality processes, KPIs, root causes, etc. • Process based Playbooks – create product quality issues resolution processes (e.g., DMAIC), automatically route the issue for root cause analysis and resolution. • Product Content – Utilize knowledge base to create, store, and extract relevant product content for tech support. 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Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. ds-sales-and-order-management-02012024 servicenow.com • Service Portal – enable customers and channels to self-service from a personalized portal integrated with knowledge, service catalog, communities, cases, virtual agents, and playbooks. • Knowledge Management – Personalization, AI based search, intelligent query features (e.g., search suggestions, typo handling, and genius results summaries) allow customers and channels find the relevant articles quickly. • Case and Case Types – Out-of-the box as well as easily configurable case forms & UI elements allow agents to capture variety of cases and their relevant information. • Service Catalog – automate the routing of customers or channel requests to the right team by using simple forms or bespoke workflows. • Major Issue Management – enables handling cases impacting multiple customers and channels. • Service Level Agreements (SLAs) – SLAs setup to track tasks and cases and ensure business requirements are met. • Outsourced Service Partners – allows third-party service providers to work in the same system while maintaining data privacy standards and regulations. • Engagement Messenger – embed self-service capabilities across 3rd party web and mobile portals enabling omni-channel support at any time. • Virtual Agent – a conversational chatbot powered by GenAI guides customers to a detailed resolutions and connects with live agents in real- time or asynchronously via messaging and chat. • Order Tracking on Portals – view, track, and manage order status via the self-service portal. • Multi-language support – Dynamically detect and translate conversations in most of the languages. • Communities – Online forums to share ideas, experiences, and solutions. • Integration with Strategic Portfolio Management – Seamlessly manage long-running order delivery projects. • Integration with Field Service Management – Dispatch Field Service to effectively install products and services ordered by the customer. • Mobile Publishing - you can request a secure, branded version of any ServiceNow mobile app, and receive ongoing updates to that custom application through your instance • Vendor Manager Workspace - allows vendor managers to holistically view and manage risk and performance data for all of the vendors they manage.