New agentic CRM workflows, purpose built for your industry with the Zurich release

[Jeffrey Gore]

Within the ServiceNow AI Platform Zurich release, ServiceNow is laser-focused on making CRM in industries faster, smarter, and more connected—all on one AI platform. 

Here’s what’s new, and why it matters. 

National Government: Faster, Fairer, More Transparent Grant Decisions 

While government agencies have their challenges—tight budgets, rising scrutiny, complex process—serving the public never takes a day off. The latest innovations in Public Sector Digital Services (PSDS) in Grants Management make grant reviews and funding decisions faster, fairer, and more transparent. Enhanced proposal and award management brings all reviews and approvals together, removes manual steps, and uses templates for clear, transparent, and consistent communication.   

Using the power of a single platform, the entire merit review process is now in one secure workspace—automating reviewer assignments, standardizing scoring, and tracking progress in real time to cut bias and speed results.  Applicants get quicker answers, agencies stay compliant, and the impact of funding decisions reaches public programs without delay.

Retail: Empowering Store Teams to Deliver Mobile-first Experiences 

Associates and managers aren’t spending all day at a desk—they are moving around the store, serving customers, and keeping the location up and running. In the Zurich release, the Retail mobile app provides a tailored mobile experience for associates and managers to request help from HQ and see information about their store while maintaining the flexibility to move around the store and serve customers.   

This feature increases store productivity by enabling access to quick links, knowledge base articles, and catalogs on iOS and Android devices, improves store team experience with retail-specific views to focus on key information, and reduces time to value with a configurable OOTB mobile experience.   

Manufacturing: Streamlined Recalls, Warranties & Promotions 

Manufacturers still juggle a lot when it comes to customer service—fixing product issues, handling warranties, and running special offers—while making sure dealers are in the loop and customers stay happy.  

In our latest release, Manufacturing Commercial Operations (MCO) helps strengthen customer relationships by streamlining how they manage recalls, warranties, sales promotions, and dealer collaboration. Global recalls are easier to run with centralized campaign management, clear tasks, and real-time dealer portal updates, while warranty claims are resolved faster through an intuitive dealer interface and better OEM-dealer collaboration. Sales promotions can be launched quickly across regions with tailored rules, and claims are processed faster with bulk uploads, validations, and flexible workflows. A unified dealer portal ties it all together, giving dealers full visibility and simpler claim submission—improving efficiency, transparency, and customer satisfaction.  

Banking: AI-Powered Efficiency and Compliance 

In banking, it’s all about delivering faster, smarter, and more consistent customer experiences while cutting cost and complexity. The Zurich release of Financial Services Operations (FSO) for Banking delivers exactly that. Highlights include configurable task plan templates to configure workflows with clicks not code; an enhanced integration with Mastercard for end-to-end card dispute resolution; an AI-powered dispute analyst workspace to boost efficiency; and enhancements to our PCI-compliant card data architecture for faster time-to-value. Together, these innovations streamline operations, accelerate customer service resolutions, and improve employee productivity.  

Technology Providers: Smarter Post-Sale Engagement at Scale 

For tech providers, customer success doesn’t stop at the sale. The Zurich release brings new AI-powered innovations to Technology Provider Service Management (TPSM) for managing complex post-sale customer relationships more effectively. New AI agents identify renewal risks, automate meeting scheduling when engagement drops, and provide product adoption data for targeted customer success action. Foundation Data Sync deepens integration between providers and enterprise customers, while Diagnostic Framework Support standardizes resolution for complex support issues. Together, they help teams scale engagement, boost retention, and align more closely with customers—without relying on separate tools or manual processes.  

 

Telecom: AI + Industry Standards for a More Connected Customer Experience 

In telecom, customer relationships are complex—spanning service operations, sales, and field teams. We’re bringing new AI-powered capabilities and industry-standard APIs that helps CSPs resolve issues faster, reduce escalations, and lower costs. In service management (TSM), AI-driven diagnostics agents are embedded across workflows—from incidents to orders—enabling proactive diagnostics at every layer of service operations. In sales and order management (SOMT), expanded API compliance streamlines quoting through fulfillment, driving automation, efficiency, and better customer experiences. And in the field (FSMT), the new work order API enables real-time task updates and faster dispatch, improving network uptime. The result: a more connected, automated, and customer-centric telecom lifecycle. 

 

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.