Lumen reduced order fulfillment time by 75% and added $3M in revenue in the first 3 months. Order Management Benefits Order Management in ServiceNow® Sales and Order Management Order management is critical to customer experience. Ensuring great customer experience requires more than just making the ordering process easy. It also means ensuring orders are fulfilled on time and in full, giving customers and agents visibility into status, and then enabling effortless post-order support. It sounds easy, but several challenges stand in the way. Selling services in addition to traditional products means that organizations’ portfolios have become more complex, making launching, selling, and fulfilling orders more difficult. Often times, quoting, order capture, order fulfillment, and customer service systems are siloed, causing fragmented handoffs, inefficient orchestration of interdependent fulfillment tasks, and labor-intensive manual processes, elongating fulfillment times and increasing order fallout. Organizations struggle to meet ever-higher customer expectations as they lack a consistent way of engaging with customers across their buying and service journey. The ServiceNow solution ServiceNow’s Order Management application, part of Sales and Order Management (SOM), enables organizations to capture and fulfill orders more effectively via catalog- driven orchestration that automates order fulfillment processes. Integrating with existing systems of record, SOM delivers one continuous value stream, from quoting, to order capture, order fulfillment, and post-sales order support, breaking down the siloes that slow down revenue. Order Management empowers service staff to manage post-sale change orders to help drive upsell and cross-sell revenue. The results: Organizations can bring offerings to market faster, reduce order cycle times, reduce costs, and improve the customer experience. Simplify and automate order management processes to shorten time to revenue Manage post-sale change orders to boost revenue and customer satisfaction Define new products, services, and workflows faster to accelerate time to market Key capabilities of Order Management Product catalog management Support complex product bundles and combined offerings across commercial and technical catalogs. Product configurator Configure and price complex product and service offers quickly and accurately. Order capture Capture orders using a single guided user workspace, and quickly re- bundle and update product offerings. Order management workspace Gain clear visibility across the entire lifecycle with a single dashboard to track and manage order lifecycles. Order enrichment Capture orders with minimally required information and enrich order later with technical details to increase efficiency and reduce fallouts. Catalog-driven orchestration Speed up fulfillment with dynamic orchestration workflows driven by an advanced product catalog. 1 Configure and price orders with commercial catalog and product configurator “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, Sr. Mgr., GBS Customer Service Track long fulfillment cycles with order timeline view © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. ds-csm-order-management-04052024 servicenow.com Order orchestration visualization Visualize the entire order hierarchy and status in a single view. Staggered order decomposition Improve flexibility with staggered decomposition workflows powered by internal and external data. Order prioritization and routing Prioritize and route orders based on customer, product, or service urgency. Order fulfillment Auto-create and assign order fulfillment tasks for detailed fulfillment tracking. Zero-touch automation Accelerate order delivery with automated order decomposition and orchestration. MACD orders Efficiently process move, add, change, and disconnect orders, and suspend or resume services. Order fallout management Limit customer impact for order errors and proactively manage order fallout. Order timeline view Provide Gantt chart views for tracking long, complex fulfillment lifecycles. Jeopardy Management Proactively monitor and mitigate delivery delays by dynamically tracking critical path activities to identify risks. Order milestones Reduce manual tasks by using predefined order milestones based on either tasks or characteristics. In-flight order changes Automatically update order fulfillment plan with in-flight changes. Order tracking on portals Enable customers to view, track, and manage order status via the customer self-service portal. Order integration model Support order integration using shared IDs across applications. Integrated with Field Service Integrate customer orders with Field Service Management. Integrated with Strategic Portfolio Management Provide clear visibility and control of order progress and associated project management activities. Order Management key capabilities, continued: Optimize lead-to-cash orchestration and accelerate revenue As the foundation for all digital workflows, the Now Platform® connects people, functions, and systems across the organization, giving customers a seamless experience across their buying and service journey. It delivers a composable platform-based approach to lead-to-cash and order management, with one system of action built on a single data model and architecture, enabling AI-driven automation, simplification, and visibility across lead-to-cash. Our solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. The world works with ServiceNow™. For more information, visit: www.servicenow.com. Learn more about Sales and Order Management: https://www.servicenow.com/products/sales-management.html 2 Gain visibility and respond to trends with the order management dashboard Order management dashboard Process move, add, change, and disconnect (MACD) orders View the product hierarchy