Sell, fulfil and service on one AI platform. Strengthen customer loyalty, boost agent and technician productivity and accelerate revenue with ServiceNow CRM.
SolutionsCustomer Relationship Management (CRM)Transform customer experiences with ServiceNow CRM's AI agents, data and workflows. Foster loyalty, boost productivity and accelerate revenue.Read ReportRead Ebook85% of the Fortune 500® work with ServiceNow
We're a leader in the Gartner® Magic Quadrant™ for CRM Customer Engagement Centre 2024.Read Report
Learn more about the CRM built for the AI eraService, sell and deliver on a single, unified platform and go from managing customers to delighting them with ServiceNow CRMCustomer Service ManagementField Service ManagementSales and Order Management AIRevolutionise customer self-service, accelerate sales and drive agent efficiency with AI built into every layer of the platformLearn MoreDataConnect, unify and act on data from any system to power your workflows, AI agents and analytics with a single platform optimised for speed and scale.Learn MoreWorkflowsTake action with prebuilt AI-powered workflows, playbooks and process automation to quickly handle requests, resolve issues and fulfil ordersLearn More
Discover ServiceNow CRM use casesAI AgentsSelf-ServiceAgent WorkspaceField ServiceLead-to-CashOrder FulfilmentScale your call centre with AI agentsMeet 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 MoreSolution Includes:AI AgentsGenerative AIAI PlatformOur approach, powered by ServiceNow and enhanced with AI, will transform customer experience at BT Group, unlocking value at every stage of the journey."Hena JalilManaging Director, Business Digital at British TelecomEmpower customers to self-serveAllow customers to find answers and take action independently with an AI-powered conversational chat. Guide customers with personalised action steps across chat, portals, catalogues and more. Customers get what they need fast.Learn MoreSolution Includes:Service CatalogService PortalCustomers 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 FreieslebenDirector of Application Management and Strategic Growth – EMEA, KainosLet agents provide great serviceProvide a single, configurable AI-powered workspace that connects all channels for a holistic customer view. Guided playbooks ensure every agent can deliver excellent service.Learn MoreSolution Includes:WorkspacesNo matter how the customer contacts us – via phone, email or chat, we now have one case to work from."Isabella KoschHead of Service Management, Global Business Services, SwarovskiStreamline field operationsDrive technician productivity, optimise scheduling across technicians and crews, and ensure teams have the right parts to complete the job on the first visit.Learn MoreSolution Includes:Mobile AgentSchedule OptimisationIn 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 PerryPresident Xerox Digital Experience for Service Delivery/Customer Service TechnologyGo from deal open to closed won fasterCreate quotes and sell complex products fast, at scale. Offer dynamic catalogues that map to customer eligibility and availability. Automate and integrate the entire lead-to-cash process.Learn MoreSolution Includes:CPQOpportunity ManagementWith 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 SidhuVP Platform Applications, SASE, LumenManage and fulfil orders easilyReduce the time it takes to handle requests, resolve issues and fulfil orders by intelligently automating work. Seamlessly manage post-sale changes and handle order exceptions.Learn MoreSolution Includes:Order ManagementGiving 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 KuesterSenior Manager, GBS Customer Service, KraftHeinzMore
OUR CUSTOMERSIndustry leaders rely on ServiceNow to make work betterSee All Stories71%reduction in average time to resolve casesLearn More75%faster fulfilment timeLearn More1 Millioncare visits a month made easier to manageLearn More125service management platforms integrated on one platformLearn More47%decrease in mean time to resolution with AILearn More200%year over year increase in self-serviceLearn MoreExplore ServiceNow CRM solutions by industryRetailBankingHealthcareGovernmentTelecomTechnology ProvidersDrive retail growth with CRMBoost loyalty and drive sales by revolutionising your retail strategy with CRM. Optimise store operations, enhance efficiency, empower frontline staff and reduce costs—all while delivering an exceptional customer experience.Learn MoreSolution Includes:Retail OperationsRetail Service ManagementCreate frictionless banking experiencesUse AI to personalise service across your bank's front, middle and back offices. Expand relationships to drive growth while reducing operational costs.Learn MoreSolution Includes:Dispute ManagementFinancial Services OperationsProvide exceptional care and experiencesHarness the power of AI to deliver a seamless experience for patients and care providers. Deliver personalised care pathways and enhance operational efficiencies for improved patient care.Learn MoreSolution Includes:Healthcare and Life Sciences Service ManagementField Service ManagementServe the public more effectivelyAI-powered workflows empower government employees to make confident decisions, optimise resources and provide efficient services to the public.Learn MoreSolution Includes:Field Service ManagementPublic Sector Digital ServicesFuel revenue growthPut AI agents to work for sales, contact centres, service and network operations, and field technicians. Help everyone serve the customer better and faster while boosting revenue and loyalty.Learn MoreSolution Includes:Telecom Service ManagementSales and Order Management for TelecomFuel sales, support and revenue growthUnite the sales cycle, order management, field and customer service with a single, intelligent workflow. Rev-up revenue to capture and customer resolution times. Learn MoreSolution Includes:Sales and Order Management for Technology ProvidersTechnology Provider Service ManagementMoreFrequently asked questionsExpand AllCollapse AllWhat is CRM?
Customer Relationship Management software manages the customer lifecycle to enhance business relationships, increase efficiency and drive growth.
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 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 summarising 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 fulfilment, 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, labour 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.
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