• Opportunity Management • Needs analysis • Offer Configurator • Pricing • Quote Management • Quote to order workflows • Sales order capture • Order fulfillment • Integrated with; - Field Service Management - Strategic Portfolio Management - Telecom Network Inventory • Commercial changes (MACD) • Service contracts Streamline sales and order management to accelerate growth Sales and Order Management for Telecommunications In today's highly competitive market, communication service providers (CSPs) constantly strive for growth while seeking avenues to cut costs. Effective sales and order management directly influence revenue generation, customer satisfaction, and operational efficiency. Rapidly evolving technology and market conditions, along with the growing customer demand for innovative and personalized services make handling sales and effectively fulfilling orders especially challenging. Poor solution evolutions lead to fragmented, complex, error prone and manually intensive processes. Some of the top challenges that CSPs face are: • Complex product portfolios and pricing models make the order quoting process time consuming, impacting customer experience • Disconnected sales, order capture and fulfillment systems lead to frequent order fallouts and revenue leakage • Poor visibility across the customer lifecycle leads to poor customer experiences and limits cross-sell or upsell opportunities The ServiceNow Solution ServiceNow’s Sales and Order Management for Telecommunications helps accelerate growth and lower costs by delivering enhanced customer and agent experiences through one AI platform. By leveraging automation and AI, CSPs can quickly define new services with the ability to scale order volumes and meet next-generation service complexity. End to end order lifecycle visibility and tracking lower cost to serve while reducing jeopardy. Simplified post-sales processes empower agents to proactively identify contracts due for renewal to promote offerings and reduce customer churn. CSPs are empowered to create one continuous value stream by managing the opportunity to renewal lifecycle on a single platform. Sales and Order Management integrates with an organization’s existing applications and augments them with ServiceNow workflows, helping elevate operational efficiency, reduce costs, speed order fulfillment, and boost revenue. Benefits Quickly define new services Quickly respond to changing market conditions by defining new services through catalog-driven order orchestration Accelerate revenue Accurately capture customer needs, promote related products and fulfill orders by leveraging automation and AI Boost customer retention Simplify managing post-sale activities and easily identify renewal opportunities, enhancing the customer journey 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.” TRY A DEMO See how telcos can create one continuous value stream by managing the entire opportunity-to-renewal lifecycle here — Gary Sidhu VP Platform Applications, SASE, LUMEN Sales and Order Management for Telecom Optimize the lead-to-cash cycle and increase revenue Opportunity Quote Order Capture Order Fulfillment Renew / Expand Omni-channel service / support with Telecom Service Management Commercial, pricing and technical catalog Industry standards OpenAPI © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks a re 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. SN-Sales and Order Management for Telecommunications-09062024 servicenow.com Order timeline viewOpportunity Kanban view Opportunity management Identify customer needs, create opportunities, manage the opportunity lifecycle, and convert to quotes Quote management Manage the quote lifecycle and track as customer needs or product configurations change Contract management Streamline quote to contract processes managing contract lifecycle from sales through execution Product catalog management Support complex product bundles, and combined offerings across commercial and technical catalogs Pricing management Support one-time, recurring, account-based, multi-currency and other pricing models Cost books Provide cost and margin visibility on quotes to help maintain healthy profit margins Order capture Capture new, change and disconnect orders using a single guided user workspace Order management workspace Gain clear visibility across the entire lifecycle with a single dashboard to track and manage order lifecycles Key product capabilities of Sales and Order Management for Telecommunications: Contract workspace Order Management for Telecommunications is aligned with TM Forum Open APIs : • TMF622 Product Order* • TMF641 Service Order* • TMF645 Service Qualification • TMF620 Product Catalog • TMF633 Service Catalog • TMF637 Product Inventory* TM Forum conformance certified* Learn more about ServiceNow solutions for CSPs at https://servicenow.com/telecom Catalog-driven orchestration Speed up fulfillment with dynamic orchestration workflows driven by an advanced product catalog 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 Process mining Identify and remove bottlenecks with AI- driven process mining Zero-touch automation Accelerate order delivery with dynamic order decomposition and orchestration 5G Services Reference order management flows which decompose slice service orders and trigger the required network changes MACD orders Efficiently process move, add, change, and delete requests Change order for location changes Enable seamless service relocation for customers moving from one location to another Service Bridge Publish product catalog offerings and accept order requests from the Service Bridge connected ecosystem Jeopardy management Proactively manage risk during the order fulfillment process Renewal workflow Streamline contract and entitlement renewal requests Integration with Network Inventory Associate customer orders with the required network resources to deliver a seamless service delivery experience Integration with Field Service Management Integrate customer orders with Field Service Management Integration with Strategic Portfolio Management for Telecommunications Provide clear visibility and control of order progress and associated project management activities Aligned to Industry Standards Quickly integrate using industry standards API