Exploring Manufacturing Commercial Operations

Release version: Yokohama

Updated January 30, 2025

3 minutes to read

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Summary of Exploring Manufacturing Commercial Operations

The Manufacturing Commercial Operations solution provides a unified platform to manage sales, support, and service operations throughout the entire lifecycle of products, promotions, and services. It helps organizations accelerate revenue generation, enhance customer and channel partner experiences, and reduce operational costs by streamlining commercial processes.

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Key Features

Sales Promotion Campaign Management: Easily create and manage sales promotion campaigns, including bulk claim uploads, to boost sales and handle compensation for channel partners and dealers.
Recall Campaign Management: Plan, launch, monitor, and close product recall campaigns while managing related claims efficiently.
Repair Claims Management: Support submission, approval, and tracking of repair claims for warranty and recall cases through a guided, playbook-driven experience for both dealers and OEM claim agents.
Dealer Portal: Offers dealers real-time access to ongoing and upcoming promotions and recalls, enabling better engagement and streamlined claim submissions and tracking.
Lead-to-Cash Optimization: Manage leads and sales opportunities comprehensively with configurable product catalogs and automated workflows to increase revenue and improve order management agility.
Automated Exception and Dispute Handling: Facilitate order exception and invoice dispute processes by integrating customers, OEMs, channels, and partners into a single system of engagement.
Manufacturing Ecosystem Management: Use Service Exchange to securely build workflows and synchronize product offerings in real-time across customers, suppliers, channels, and partners.

User Roles

The solution defines specific roles such as Manufacturing Operations Admin, Sales Promotion Manager, Claims Agent, Dealer Sales Agent, Dealer Operations Admin, Recall Manager, Recall Phase Owner, and Dealer Service Advisor. Each role has tailored access and responsibilities for managing campaigns, claims, and dealer interactions to ensure effective collaboration and operational control.

Benefits

Streamlined Campaign and Claims Management: Enhance collaboration between OEMs and dealers with guided experiences and bulk claim processing.
Improved Customer Service: Drive higher customer satisfaction and retention through proactive issue resolution supported by Customer Service Management capabilities.
Enhanced Order-to-Cash Processes: Accelerate service launches and capture more revenue opportunities with agile order management.
Robust Ecosystem Collaboration: Improve communication and coordination across all stakeholders via Service Exchange and Channel Support Operations.

Practical Impact for ServiceNow Customers

By implementing Manufacturing Commercial Operations, ServiceNow customers can expect to unify and automate commercial activities, reduce manual overhead, and provide transparent, real-time engagement across the manufacturing sales and service ecosystem. The solution supports efficient campaign execution, claim resolution, and dealer collaboration, thereby helping organizations boost profitability and deliver differentiated market experiences.

Learn how the  Manufacturing Commercial Operations solution can help your organization to speed up revenue and create differentiated customer and channel experiences while reducing operations costs.

Overview of Manufacturing Commercial Operations

The Manufacturing Commercial Operations product offers a single platform to manage your sales, support, and service operations. You can manage the end-to-end life cycle of your products, promotions, and services. Key benefits of the Manufacturing Commercial Operations include:

Sales promotion campaign management: Manage campaigns with ease. Boost sales and related claims to compensate channel partners/dealers.
Recall campaign management: Plan, launch, and monitor product recall campaigns. Resolve claims related to product recalls.
Repair (recall and warranty) claims: Submission and approval of repair claims for both warranty and recall. Post-sales service through product recall campaigns, Warranty, and recall related claims management.
Dealer portal: Access real-time information about the ongoing and upcoming product recall and sales promotions. Better engagement with the dealer and channel partner through the dealer portal.
Optimize the lead-to-cash cycle and increase revenue: Manage leads and opportunities from start to finish and map customer requirement to the best offers with Order Management. Launch complex products and services fast with configurable catalogs.
Improve agility and savings with automated exceptions and disputes workflows: Automate the order exception and invoice dispute management processes by fusing customers, Original Entity Manufacturers (OEMs), channels, and partners with one system of engagement and action.
Manage the manufacturing ecosystem in real-time: Securely build business workflows across the ecosystem using Service Exchange. Manufacturers can adopt to new features, publish, and synchronize the product offerings to customers, suppliers, channels, and partners, all within one system of engagement.

Manufacturing Commercial Operations users

Table 1. Users
User	Description
Manufacturing Operations Admin	Access to all Manufacturing Commercial Operations features and tables. They can perform both dealer and OEM (Original Equipment Manufacturer) operations. They can add, remove, and, update the dealer members and assign the responsibilities to dealer members for approval or rejection of the claims.
Sales Promotion Manager	Member of the OEM marketing team. They can create, read, update, and cancel a sales promotion.
Claims Agent	Member of the OEM team. They can view, approve, recall, and reject claims.
Dealer Sales Agent	Create, view, update, and cancel a sales promotion claim case.
Dealer Operations Admin	Create, read, update, or cancel all the claims.
Recall Manager	Member of the OEM team. They can create, read, and update a recall campaign claim.
Recall Phase Owner	Member of the OEM team. They can update, publish, close, and cancel a recall campaign phase.
Dealer Service Advisor	Create, view, update, and cancel a repair claim case.

Manufacturing Commercial Operations workflow

With Manufacturing Commercial Operations applications combined with ServiceNow® workflows, your organization can speed up revenue, improve profitability, and deliver exceptional customer and channel experiences.

Manufacturing Commercial Operations benefits

Table 2. Components
Benefit	Feature
Manage sales promotion campaigns and streamline collaboration with dealers to resolve claims. Support bulk upload of sales promotion claims. It's a playbook guided experience for OEM assessor to resolve claims.	Sales promotion
Manage collaboration with dealers to submit and resolve claims for repairs performed under warranty. Supports dealers to submit, edit, and track claims. It's a playbook-guided experience both dealer service advisor (submit the claims) and OEM claims agent to resolve claims.	Repair claims
Support creation of a recall campaign, manage it, and track it to closure.	Recall campaign
Provide dealers a single unified experience to collaborate with New dealer portal. It's a guided experience to submit, edit, and track claims.	Manufacturing Commercial Operations Dealer portal
Resolve customer issues and requests for your customers. By adopting a proactive customer service approach, you can increase your customer satisfaction and retention.	Customer Service Management See, Additional features
Manage order to cash operation processes. Provides agility to launch new services and subscriptions and capture up-sell and cross-sell revenue.	Order to cash operations See, Additional features
Self-service connectivity between multiple ServiceNow® instances within the enterprise and across the ecosystem. Improves collaboration across OEMs, B2B customers, suppliers, and other partners.	Service Exchange See, Additional features
Provide self-service capabilities, support requests on products, subscriptions, and services. Proactive, consistent, and real-time communication. Define the organization, hierarchies, and relationships with the end customers with Service Model Foundation capabilities.	Channel Support Operations See, Additional features