Lumen reduced order fulfillment time by 75% and added $3M in revenue in the first 3 months. ServiceNow Sales and Order Management Benefits ServiceNow Sales and Order Management The transition toward selling services in addition to traditional products presents organizations with tremendous opportunities. However, as organizations expand their portfolios, launching, selling, and delivering products and services quickly becomes challenging. Often times, sales, quoting, and order management systems are siloed, resulting in fragmented handoffs, inefficient orchestration of interdependent order fulfillment tasks, and labor-intensive manual processes, resulting in long fulfillment times and order fallout. Organizations struggle to meet ever-higher customer expectations as they lack a single view of customer information and a consistent way of engaging with customers across their buying and service journey. The ServiceNow solution ServiceNow® Sales and Order Management (SOM) enables organizations to create one continuous value stream by managing the lead to renewal lifecycle on a single platform. SOM helps teams to define new products, services, and catalog-driven fulfillment policies quickly, automates sales and order fulfillment processes, and empowers service staff to manage post-sale activities. The results: Organizations can bring offerings to market faster, accelerate and boost revenue, reduce costs, and improve the customer experience. Connect and automate sales and order management processes to shorten time to revenue Manage post-sale activities to increase revenue and improve customer experience Define new products and services faster to accelerate time to market Define new products and services faster to accelerate time to market With ServiceNow Sales and Order Management, organizations can quickly launch new products, services, pricing, and catalog-driven fulfillment policies, with the ability to support large order volumes and next-generation service complexity. SOM’s integrated commercial and technical catalog is powered by workflow, and along with an easy-to-use product configurator, helps organizations launch and deliver products and services faster and respond quickly to dynamic market needs while improving user experiences. Supported capabilities include: “The NPS (60-70) for home broadband is much higher than for our legacy products; customers love being able to sign up…so quickly” Nitin Chopra, Chief Customer Experience Officer, ATN • Product Catalog Management – Support complex products, bundles, and combined product and service offerings. • Product Configurator – Configure and price complex product and service offers quickly and accurately. • Pricing Management – Support one-time, recurring, account-based, multi-currency and other pricing models. • Product catalog versioning – Create or update products and services and reuse existing order fulfillment processes. • Catalog-driven orchestration - Speed up fulfillment with dynamic orchestration workflows driven by an advanced product catalog. 1 reduced order fallouts to 1 % from 7% by streamlining order management and eliminating siloes Connect and automate sales and order management processes to shorten time to revenue Sales and Order Management, driven by workflows, lets you move seamlessly from opportunity to quote, contract, order, fulfillment, project, work order, service, and renewal. SOM delivers visibility to employees, managers, and executives across sales and order management processes. Capabilities include: “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 • Lead and Opportunity Management – identify customer needs, manage leads and opportunity lifecycles, and convert to contacts, opportunities or quotes • Quote Management – Build quotes, manage revisions, create sales agreements, and automatically convert quotes to orders. • Integration with Contract Management Pro – Streamline quote to contract processes by creating legal sales contracts from customer- approved quotes. • Location-based transactions – Create opportunities, quotes, or orders for one or more customer locations. • Customer Lifecycle Workflows – Efficiently process commercial move, add, change and disconnect (MACD) orders. • Customer Contracts and Entitlements – Provide post-sales support for changes to customer contracts/entitlements. Sync externally created contracts via APIs. • Entitlement Verification API – Automate verification of customer entitlements for service requests. • Case Management for Order and Invoice Operations Streamline order exceptions by handling many order/line changes per case, and automate invoice exceptions. • Order Capture – Capture orders using a single guided workspace, and quickly re-bundle and update product offerings. • Order Management* – Automate the decomposition and fulfillment of product, service, and resource orders, and track assigned fulfillment tasks. • Commerce Portal – Enable customers to configure, place, and track orders via the self-service portal to grow top-line revenue and increase conversion rates. • Contract and Entitlement Workflows – Capture entitlement orders, create or renew customer contracts, and process customer entitlement modification requests during post-sale engagement. • Integration with Strategic Portfolio Management and Field Service Management – Seamlessly manage long- running order delivery projects and dispatch field service to install products. • Integration Hub – Connect order management workflows to hundreds of critical business systems in minutes with out-of-the-box spokes. Manage post-sale activities to increase revenue and improve customer experience Sales and Order Management delivers out of the box, extensible customer lifecycle workflows to help organizations retain customers and increase their lifetime value. SOM allows service teams to quickly respond to common post-sale service requests for product and service changes, entitlement updates, and renewal requests, all integrated natively with Opportunity Management, Quote Management, and Order Management. No more swivel chair or email required! SOM offers powerful features to unify the customer experience, including: * Additional Order Management capabilities are listed on page 3. Track long fulfillment cycles with order timeline view Configure, price, and quote with commercial catalog and product configurator Process MACD orders with Customer Lifecycle Workflows 2 © 2025 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-sales-and-order-management-01312025 servicenow.com Technical service qualification Improve the customer experience by confirming service availability before placing orders. Order prioritization and routing Prioritize and route orders based on customer, product, or service urgency. Zero-touch automation Accelerate order delivery with automated order decomposition and orchestration. Order fallout management Quickly investigate order fallout causes and reprocess failed orders and streamline the remediation process with configurable tasks. Order hierarchy visualization View the entire hierarchy of an order and stay on top of the order fulfillment status. In-flight order changes Automatically update order fulfillment plan with in-flight changes. Order management workspace Select, review, and modify captured customer orders from a single workspace. Order timeline view Provide Gantt chart views for tracking long, complex fulfillment lifecycles. Order enrichment Capture orders with minimally required information and enrich order later with technical details to increase efficiency and reduce fallouts. Staggered decomposition Improve flexibility with staggered decomposition workflows powered by internal and external data. Order milestones Reduce manual tasks by using predefined order milestones based on either tasks or characteristics. MACD orders Efficiently process move, add, change, and delete requests, and suspend or resume services. Jeopardy Management Proactively monitor and mitigate delivery delays by dynamically tracking critical path activities to identify risks. Order integration model Support order integration using shared IDs across applications. Order Management key product capabilities include: Optimize the lead-to-cash cycle and increase revenue As the foundation for all digital workflows, ServiceNow’s AI-driven 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, with one system of action built on a single data model and architecture, enabling AI-powered automation, simplification, and visibility across the lead-to-cash lifecycle. Sales and Order Management is natively integrated with Contract Management Pro, Customer Service Management, Field Service Management, and Strategic Portfolio Management, providing an inherent cohesiveness to how the applications are linked. Launch products and services faster, shorten time to revenue, and improve customer experiences. Put AI to work for people with the AI Platform for business transformation. For more information, visit: www.servicenow.com. Learn more about Sales and Order Management: https://www.servicenow.com/products/sales-management.html 3 View the product hierarchy Gain visibility and respond to trends with the order management dashboard Order management dashboard