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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 85% of the Fortune 500® work with ServiceNow
Learn more about the CRM built for the AI era Sell, fulfill, and service on one unified platform and go from managing customers to delighting them with ServiceNow CRM. Customer Service Management Field Service Management Sales and Order Management  AI Revolutionize customer self-service, accelerate sales, and drive agent efficiency with AI built into every layer of the platform. Learn More Data Connect, unify, and act on data from any system to power your workflows, AI agents, and analytics with a single platform optimized for speed and scale. Learn More Workflows Take action with prebuilt AI-powered workflows, playbooks, and process automation to quickly handle requests, resolve issues, and fulfill orders. Learn More
Discover ServiceNow CRM use cases AI Agents Self-Service Agent Workspace Field Service Lead-to-Cash Order Fulfillment 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 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 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 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 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 With ServiceNow’s support, we’ve created a platform blueprint that we can rapidly replicate and scale to bring a wide range of new revenue streams to market.” Gary Sidhu VP Platform Applications, SASE, Lumen 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 More
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 7x faster resolution time for cases Learn More 90% dispatch-related tasks being automated Learn More 30% faster dispute resolution time Learn More 75% faster fulfillment time Learn More 1 minute average case resolution time, down from 4.7 hours Learn More 47% decrease in mean time to resolution with AI Learn More Explore ServiceNow CRM solutions by industry RetailBanking Healthcare Government Telecom Technology Providers 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 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 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 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 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 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 More 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 drive growth. CRM helps sales and service teams increase agent productivity with AI-powered workflows, deflect calls by enabling customers with self service for common tasks, and accelerate business processes like quoting and issue resolution.

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 (FSM)?

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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