CRM Overview Products Resources
Solutions Customer Relationship Management (CRM) Transform customer experiences with ServiceNow CRM's AI agents, data, and workflows. Foster loyalty, boost productivity, and accelerate revenue. Read Report Read Ebook
Organizations worldwide trust ServiceNow
Learn more about the CRM solutions built for the AI era Service, sell, and deliver on a single, unified platform and go from managing customers to delighting them with ServiceNow CRM solutions.
Customer Service Management Revolutionize customer service and deliver great experiences with CSM and AI. Accelerate self-service, improve agent productivity, and speed up resolution time while reducing costs. Video CTA Learn More Field Service Management Reduce field service costs while increasing efficiency. Streamline field service operations, optimize scheduling and dispatch, and accelerate technician productivity with AI. Video CTA Learn More Sales and Order Management  Accelerate deals, simplify sales processes, and drive revenue growth with modern lead-to-cash. Video CTA Learn More Configure, Price, Quote (CPQ) Sell more and close deals faster. Use our AI-powered CPQ to simplify and accelerate sales across all channels, no matter how complex. Video CTA Learn More
Discover ServiceNow CRM use cases
AI Agents
Scale your call center with AI agents Meet demand 24x7 with AI agents that complete tasks autonomously. Save agents time with AI-generated chat summaries, case histories, suggested resolutions, and wrap-up notes. Learn More
Solution includes: Generative AI AI Platform
”Our approach, powered by ServiceNow and enhanced with AI, will transform customer experience at BT Group, unlocking value at every stage of the journey.” Hena Jalil Managing Director, Business Digital at British Telecom
Self-Service
Empower customers to self-serve Provide answers, not articles, and guide customers through personalized action steps via an AI-powered conversational chat. Give customers what they need fast across chat, portals, catalogs, and more. Learn More
Solution includes: Service Catalog Service Portal
”Customers have a portal at their disposal where they can get generative answers that point them faster to the right piece of knowledge they need.” Peiter la Cour Freiesleben Director of Application Management and Strategic Growth – EMEA, Kainos
Agent Workspace
Help agents provide great service Provide a single, configurable, AI-powered workspace that connects all channels for a holistic customer view. Ensure every agent can deliver excellent service with guided playbooks. Learn More
Solution includes: Workspaces
”No matter how the customer contacts us – via phone, email, or chat, we now have one case to work from.” Isabella Kosch Head of Service Management, Global Business Services, Swarovski
Field Service
Streamline field operations Drive technician productivity, optimize scheduling across technicians and crews, and ensure teams have the right parts to complete the job on the first visit. Learn More
Solution includes: Mobile Agent Schedule Optimization
”In the last year ServiceNow Field Service Management has helped to open up an extra 53 minutes of repair time in front of customers for each technician per-day. We’ve also reduced travel time by about seven minutes per journey.” John Perry President Xerox Digital Experience for Service Delivery/Customer Service Technology
Lead-to-Cash
Go from deal open to closed won faster Create quotes and sell complex products fast, at scale. Offer dynamic catalogs that map to customer eligibility and availability. Automate and integrate the entire lead-to-cash process. Learn More
Solution includes: CPQ Opportunity Management
”Our approach, powered by ServiceNow and enhanced with AI, will transform customer experience at BT Group, unlocking value at every stage of the journey.” Hena Jalil Managing Director, Business Digital at British Telecom
Order Fulfillment
Manage and fulfill orders easily Reduce the time it takes to handle requests, resolve issues, and fulfill orders by intelligently automating work. Seamlessly manage post-sale changes and handle order exceptions. Learn More
Solution includes: Order Management
”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 Senior Manager, GBS Customer Service, KraftHeinz
Industry leaders rely on ServiceNow See All Stories 75% faster fulfillment time Video CTA Learn More 1 minute average case resolution time, down from 4.7 hours Video CTA Learn More 47% decrease in mean time to resolution with AI Video CTA Learn More 7x faster resolution time for cases Video CTA Learn More 90% dispatch-related tasks being automated Video CTA Learn More
Explore ServiceNow CRM solutions by industry
Retail
Drive retail growth with CRM Boost loyalty and drive sales by revolutionizing your retail strategy with CRM. Optimize store operations, enhance efficiency, empower frontline staff, and reduce costs—all while delivering an exceptional customer experience. Learn More
Solution includes: Retail Operations Retail Service Management
Banking
Create frictionless banking experiences Use AI to personalize service across your bank's front, middle, and back offices. Expand relationships to drive growth while reducing operational costs. Learn More
Solution includes: Dispute Management Financial Services Operations
Healthcare
Provide exceptional care and experiences Harness the power of AI to deliver a seamless experience for patients and care providers. Deliver personalized care pathways and enhance operational efficiencies for improved patient care. Learn More
Solution includes: Healthcare and Life Sciences Service Management Field Service Management
Government
Serve the public more effectively AI-powered workflows empower government employees to make confident decisions, optimize resources, and provide efficient services to the public. Learn More
Solution includes: Field Service Management Public Sector Digital Services
Telecom
Fuel revenue growth Put AI agents to work for sales, contact centers, service and network operations, and field technicians. Help everyone serve the customer better and faster while boosting revenue and loyalty. Learn More
Solution includes: Telecom Service Management Sales and Order Management for Telecom
Technology Providers
Fuel sales, support, and revenue growth Unite the sales cycle, order management, field and customer service with a single, intelligent workflow. Rev-up revenue capture and customer resolution times. Learn More
Solution includes: Sales and Order Management for Technology Providers Technology Provider Service Management
Frequently asked questions Expand All Collapse All What is CRM?
Customer Relationship Management software manages the customer lifecycle to enhance business relationships, increase efficiency, and driving growth.
What are AI agents and how can they help transform CRM?
ServiceNow AI Agents are designed to operate 24/7, autonomously gathering data, making decisions, and executing tasks to achieve predefined goals. Integrated into the ServiceNow AI Platform, these AI agents can handle routine tasks such as processing customer return requests, as well as more complex tasks like managing product recalls. Additionally, they enhance the productivity of human agents by summarizing chats and cases, generating email replies and knowledge articles, and helping them complete tasks more efficiently.

What is order management?
Order management is tracking and coordinating orders from inception to fulfillment, ensuring efficient processes among teams, software, and partners.
What is field service management?
Field service management is the coordination of field service operations, including scheduling, dispatching, labor tracking, and invoicing.
What is omnichannel?
Omnichannel is a seamless, integrated approach to sales, support, and service across multiple channels, including online, in-store, and mobile.
Let’s put AI to work for CRM Our experts can help you get started evaluating a solution to best manage your customer relationships. See how a CRM implementation would work in your specific environment. Contact Us
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