ServiceNow® Sales and Order Management (SOM) helps businesses win and retain customers by simplifying lead-to-cash on one unified platform that’s driven by a powerful workflow engine and product catalog . By breaking down siloes across the front, middle, and back office, SOM helps accelerate sales cycles, reduce revenue leakage, and streamline the customer lifecycle.
With the Q2’25 store release, we continue to add capabilities to help you qualify leads faster, monitor pipeline health, and nurture customer relationships. Here are the top innovations in the release:
- Sales forecasting
- Automated renewals
- Self-service move, add, change, disconnect (MACD)
Sales forecasting
Many sales managers struggle with a lack of real-time visibility into their pipeline health, making it difficult to make course corrections to achieve their sales goals. Sales forecasts are often done in spreadsheets that are disconnected from the underlying CRM data and outdated quickly. Alternatively, sales leaders rely on expensive, inflexible third-party tools because their current CRM cannot support their forecasting methodology or business.
With the Q2’25 store release, you can now run your bottoms-up sales forecast within ServiceNow to achieve sales plan attainment. Sales reps can categorize opportunities by forecast confidence levels (e.g., pipeline, commit, won) and set estimated close dates. Managers can see their sales forecast as a roll-up summary and at the individual rep level, enabling them to troubleshoot potential gaps. Sales leaders can drill down into specific opportunities to view all of the deals that underline their sales forecast, ensuring confidence in revenue commitments and making it easier for them to manage their teams.
Automated renewals
Although customer retention is a top KPI for recurring revenue businesses, many customer success teams are stuck fighting fires to prevent customer churn. Limited visibility into contracts that are expiring means that many customer success managers are stuck reacting to red accounts, instead of proactively working to demonstrate value and ensure a smooth renewal.
Automated renewals addresses these challenges by allowing businesses with subscription products, service contracts, and recurring revenue streams to proactively manage upcoming renewals and ensure service continuity for customers. When a contract is marked for auto-renewal, pre-configured workflows automatically generate renewal opportunities a pre-set number of days before the contract expires. The enhanced visibility into upcoming renewals helps drive customer retention, prevents service interruptions, and increases customer engagement.
Self-service move, add, change, disconnect for products and services (MACD)
Many customers want to make simple changes to the products and services they own without interacting with a sales rep, because it’s faster and more convenient. Businesses also want to encourage customer self service because it reduces their cost of sales and frees sales reps to focus on larger transactions.
The self-service MACD capability enables customers to directly request changes to their existing products and services through the ServiceNow business portal, including modifications, suspensions, resumptions, and disconnections. Automated workflows streamline the process for executing MACD transactions, and the portal provides visibility for customers. This capability helps improve the customer experience, accelerate change order transactions, and boost sales efficiency.
Summary
We are constantly improving Sales and Order Management to enable you to simplify the lead-to-cash process, accelerate sales cycles, and increase rep productivity with AI, data, and workflows. The new capabilities included in the Q2’25 store release allow you to monitor pipeline health and nurture customer relationships.
Sales and Order Management comes in both a Standard and Professional package. For more information, check out servicenow.com, schedule a meeting and demo with your account team, or contact us here.
