Legacy CRM is Causing a Relationship Meltdown. That Ends Now with the Zurich Release

[Sheri Kahn]

Legacy CRM systems are fueling a Customer Relationship Meltdown that is costing millions in churned customers, burnt out agents, missed sales, and rising operational costs.

In the Age of AI, customers’ expectations are rising fast - and today’s systems and processes simply can’t keep up. Companies are feeling the heat as every minute on hold, every point of friction in the customer journey, and every missed sales opportunity adds up to real dollars lost.

Why is this happening?

Disconnected tools and manual processes are holding your teams back and causing a ripple effect across your organization. Customers wait too long, agents are overwhelmed, technicians show up without the right parts, and sellers spend more time chasing information than closing deals. In fact, sales reps lose 75% of their week to admin instead of selling. The result? Frustration at every touchpoint.

The impact? You have a costly crisis on your hands, causing a customer relationship meltdown and impacting your bottom line.

The ServiceNow AI Platform Zurich release helps teams quote faster, deliver better service, and plan with precision.

These latest innovations are designed to help your teams move past the daily grind of delays, confusion, and disconnected tools - and finally work the way they want to.

Here are three ways the Zurich release immediately helps your teams:

1. ServiceNow’s new AI-powered Configure, Price, Quote (CPQ) solution makes quoting fast, accurate, and frustration-free

   
   Old CPQ tools are slow, clunky, hard to use, and break under pressure. With Zurich, that changes. The new ServiceNow CPQ – built with Logik.ai’s powerful configurator - handles even the most complex quotes with ease.
   
   

   Sales teams get guided, automated configuration that’s fast, reliable and built right into the platform. No more chasing down details or fixing errors. Just clean, confident quoting that helps representatives close deals faster with less stress.

   
   
   

2. Innovations in Customer Service Management empower agents to deliver faster, better service

   Customer History Component gives agents the full picture – without the hunt. When agents can’t see the full customer story, service suffers. The Zurich release brings a clear, searchable timeline of all customer activity right in the agent’s workspace. Agents resolve issues faster, personalize responses with confidence, and deliver experiences that boost CSAT and cut resolution times.
   
   Task Plan Templates bring structure and speed to handling complex cases. Tasks often vary by product, region and regulation, and agents often struggle figuring out what to do next. Organizations can now create predefined templates that auto-apply next steps based on case conditions, so agents don’t need to guess. Process owners can quickly adapt workflows to changing rules, and everyone gains visibility into task hierarchies with parent-child structures. This means faster resolution, fewer errors, and more consistent service - especially in industries where compliance and precision matter most.

   
   
   
   

3. Innovations in Field Service Management drive precision planning and AI flexibility

   Hybrid Capacity Model helps dispatchers plan smarter - not just react.When trying to match technician availability with customer demand and dispatchers only see short-term schedules, they often make decisions that lead to missed commitments and wasted resources. The Zurich release empowers dispatchers with a hybrid capacity model that blends real-time technician schedules with forecasted availability to better assign jobs, enabling the right people to be at the right place at the right time - even as future needs shift.
   
   Model Provider Flexibility gives freedom to select best-fit AI model provider. Enterprises require different AI models for performance, governance and compliance, or regional requirements. With the Zurich release, customers can choose from popular AI models and manage them natively within the ServiceNow AI Platform without manual integrations. Field service organizations can rapidly test, switch, and update AI skills at scale, deploying large language models (LLMs) with confidence thanks to built-in governance and monitoring in AI Control Tower.

4. Innovations in Sales and Order Management provide visibility to the lead-to-cash cycle and accurate costing

   Lead-to-Cash Command Center provides sales and revenue teams with a centralized, real-time view of opportunities, quotes, contracts, and orders across systems like CPQ and ERP. The improved visibility into critical milestones helps teams proactively manage delays and ensure timely revenue recognition. And by consolidating data into a single, interactive hierarchy, productivity goes up and financial risk for sales-driven organizations is minimized.
   
   Characteristic-Based Costing addresses the challenge of accurately capturing product costs in industries where products have price and cost-impacting attributes. By supporting attribute-based costing, businesses can now define costs based on specific attributes, ensuring precise and competitive pricing, reducing errors and inaccurate margin calculations and improving profitability.

With ServiceNow CRM, you’ve laid the foundation for faster sales and smarter service, all on the only unified platform that connects AI, data, and workflows that creates better experiences across the customer lifecycle. The Zurich release builds on that foundation: from quoting to dispatching to resolution, this upgrade reduces repetitive tasks, automates the busywork, improves visibility, and gives your people the speed they need for efficiency.

Ready to level up with the Zurich Release for ServiceNow CRM?

This is your opportunity to end the customer relationship meltdown and reimagine customer relationships by delivering real value at every touchpoint. With the Zurich release, ServiceNow helps build trust, loyalty, and lasting growth.

Learn more about ServiceNow CRM and join the Live on ServiceNow webinars to see the latest features in action. Reach new levels of efficiency, speed, and customer impact - starting now.