CRM Overview Service Solution Sales Solution
solutions Rethink the possibilities of CRM Manual CRM demands upkeep. Autonomous CRM takes intelligent action on your behalf, executing across sales and service to drive revenue and retention higher. View Demo
the possibility Meet the first CRM built to drive action Salespeople and service agents work hard for your customers – it’s time for your CRM to work hard too. Eliminate the endless data entry, constant swivel-chairing, and broken customizations. Instead, put AI to work to deliver faster resolutions, increased retention, and quicker deal cycles. Conversational AI Engage customers across voice, chat, web, and mobile and deliver support 24/7. Video CTA AI Specialists Don’t just chat with customers. Solve their problem with AI that can manage cases and configure quotes autonomously. Video CTA Workflow Engine Model your business and automate its processes with configuration – not custom code that breaks. Video CTA Connected Systems Bring the data your salespeople, service reps, and AI need together to deliver personalized, responsive experiences. Video CTA
Autonomous CRM results 30% faster dispute resolution time 90% dispatch-related tasks automated 5x faster dealer reorders vs. legacy manual process
the path Explore ServiceNow CRM solutions service Faster resolutions, fewer headaches Give customers the power to self-serve and agents more time back with AI agents that handle repetitive work. Explore Solution Sales Close more deals, quicker Simplify complex sales and order management to drive revenue and loyalty with AI-powered workflows and CPQ. Explore Solution Webinar Overcome the CRM meltdown Legacy tools had their shot—now it’s time to see how AI replaces them. Learn from experts in this four-part series. Watch Episode 1
What to expect with Autonomous CRM step 1: DATA Unify your data Workflow Data Fabric and zero-copy connectors bring data from anywhere into one composable system for total visibility. step 2: Workflows Automate your workflows Deterministic, no-code workflows streamline processes and orchestrate outcomes from the front-to-back office. step 3: Orchestration Combine AI and workflows Without workflows, AI stalls. A strong, connected workflow foundation empowers AI to act and solve complex issues. step 4: Governance Manage risk and security Determine which actions AI can take autonomously. Establish guardrails for compliance and to monitor performance.
Everything you need to get started Explore resources to build your business case, get stakeholder buy-in, and plan your implementation. CRM Integrations Seamlessly integrate Bring existing software investments onto our platform to connect your people, processes, and data. Video CTA Explore Integrations Value Calculator Make your business case Use our calculator to unlock how AI can add value to your CRM strategy and potentially increase ROI. Video CTA Calculate Value AI Experience Grow your AI capabilities Find out how an AI platform helps your enterprise get more work done and satisfy customers. Video CTA Explore AI Analyst Report ServiceNow named leader Discover why Gartner® recognized ServiceNow® in the Magic Quadrant™ for CRM for the second year in a row. Video CTA Download Report
“Switching a CRM isn’t a decision you take lightly, but the performance with ServiceNow is off the charts.” Colin Mead Vice President of Global Support, Everpure
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
Related links 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
Related links 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
Related links 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
Related links 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
Related links 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
Related links Sales and Order Management for Technology Providers Technology Provider Service Management
Innovative companies rely on ServiceNow for their CRM solutions
Let’s get to work Explore our learning tools, community, and other resources to get the support you need for your customers. Explore demos Get hands-on with the ServiceNow AI Platform. Explore demo options for everyone, at every skill level. Join the community Learn, share, and connect with people doing work that matters on the ServiceNow AI Platform. Participate in events Take part in ServiceNow virtual and in-person events to connect with IT leaders and inspire your business transformation.
Frequently asked questions Expand All Collapse All What is CRM?
CRM (customer relationship management) is software that helps organizations manage every interaction across the customer lifecycle from sales and service to field work and fulfillment. Traditional CRM functions as a system of record that tracks what happened, storing contacts, cases, and pipeline data. ServiceNow takes a different view: CRM should be a system of action, connecting teams, workflows, data, and AI on one platform so work actually gets done, not just logged.
What is AI CRM?
AI CRM embeds artificial intelligence into customer relationship management processes so AI can act as an assistant, recording and updating information automatically, monitoring customer behavior in real time, and guiding customers and staff on next steps thanks to the help of AI agents.
How can AI agents help transform CRM?
AI agents transform CRM by taking action inside customer workflows — they can qualify leads, schedule meetings, automate follow-ups, triage cases, run playbooks, create work orders, and generate quotes from natural-language prompts. This shifts CRM from recording activity to completing it, freeing employees to focus on complex, high-value work. Unlike AI layered on top of disconnected systems, agents built into a unified platform can act with full context across sales, service, and fulfillment.
What are some CRM use cases?
Common CRM use cases span the full customer lifecycle: omnichannel self-service and case resolution in customer service, automated scheduling and dispatch in field service, sales automation, configure-price-quote (CPQ), and order management ServiceNow stands out from other CRM vendors with its proven workflow platform that connects siloed applications across the enterprise together to automate business processes. This foundation enhances AI innovation by providing guardrails for AI agents to act autonomously, managing cases and configuring quotes.
What are important CRM features?
Important CRM features include a unified data model and single source of truth, workflow automation across departments, embedded AI and AI agents, omnichannel engagement, and connected processes that span sales, service, field, and fulfillment. The feature that distinguishes a system of action from a system of record is whether AI and workflows can complete work—not just store or analyze it. AI delivers limited value when layered on top of disconnected data and broken workflows. ServiceNow Autonomous CRM is an AI-native platform that connects AI, data, and workflows to unify the customer lifecycle.
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