ServiceNow

What we do

Enterprise CRM Workflow & Operations Enablement

We design and operationalise CRM capabilities where customer, sales and service interactions trigger intelligent, governed workflows that coordinate people, systems and decisions across the enterprise, ensuring execution is consistent, auditable and outcome-driven.

CRM Workflow & Process Design

Identify high-impact customer, sales and service journeys, and design end-to-end workflows that eliminate handoffs, reduce friction and enforce accountability across teams.

Intelligent Automation & AI Enablement

Embed automation and AI-driven intelligence into CRM workflows to accelerate case resolution, order fulfilment and service execution without compromising control or oversight.

Sales, Service & Field Operations Orchestration

Connect front-office engagement with middle- and back-office execution, coordinating sales, service desks, field teams and fulfilment functions within a single operational flow.

Enterprise Integration & Data Connectivity

Integrate CRM workflows with enterprise systems, data platforms and operational tools to ensure decisions and actions are context-aware, timely and reliably executed.

Governance, Visibility & Control by Design

Establish role clarity, approval models, SLAs and audit trails so CRM execution remains transparent, compliant and enterprise-ready especially in regulated environments.

CRM Domains We Deliver

Enterprise CRM capabilities focused on executing customer, sales and service operations through
structured, governed workflows at scale.

Customer Service Management

Field Service Management

Sales & Order Management

Configure, Price and Quote

Healthcare & Life Sciences
Service Management

Financial Services Operations

Public Sector Digital Services

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Customer Service Management

Customer Service Management enables organisations to manage customer requests, issues and interactions through connected service workflows across teams.

Instead of fragmented case handling or manual follow-ups, service workflows ensure issues are routed, progressed and resolved efficiently with clear ownership and accountability.

End-to-end case and request management

Structured routing and escalation

Consistent service delivery across channels

SLA-driven resolution and auditability

Field Service Management

Field Service Management coordinates on-site service delivery by connecting work orders, technicians, assets and schedules through unified workflows.

Rather than disconnected field operations, structured workflows ensure reliable on-site execution while keeping customers and back-office teams informed throughout the service lifecycle.

Intelligent work order scheduling and dispatch

Coordinated technician and asset management

Improved service reliability and response times

Closed-loop visibility from request to resolution

Sales & Order Management

Sales & Order Management connects sales activities with order processing and fulfilment through structured execution workflows.

Instead of manual handoffs between sales and operations, workflows ensure opportunities move smoothly into orders, approvals and delivery.

Opportunity-to-order execution continuity

Reduced handoffs and processing delays

Improved visibility into order status

Better coordination between sales and operations

Configure, Price and Quote (CPQ)

CPQ enables accurate configuration, pricing and quoting through governed workflows designed for complex products and services.

Rather than error-prone manual quoting, structured workflows ensure pricing rules, approvals and configurations are applied consistently.

Accurate, compliant quote generation

Governed pricing and configuration

Faster quote-to-order cycles

Reduced rework and pricing errors

Healthcare & Life Sciences Service Management

Healthcare & Life Sciences Service Management supports service interactions across patients, providers and partners through controlled workflows.

Rather than ad-hoc coordination, workflows ensure service delivery remains consistent, traceable and aligned to industry requirements.

Structured service request handling

Improved coordination across stakeholders

Compliance-ready service execution

Reliable service outcomes across the ecosystem

Financial Services Operations

Financial Services Operations supports customer and service workflows tailored for highly regulated financial environments.

Service execution is structured to meet operational, risk and compliance requirements while maintaining speed and consistency.

Compliant customer and service operations

Clear audit trails and accountability

Standardised processes across teams

Controlled execution in regulated environments

Public Sector Digital Services

Public Sector Digital Services enables citizen and constituent services through transparent, workflow-driven service delivery.

Service requests are managed end to end with clear accountability, visibility and compliance across departments and agencies.

Digital service request orchestration

Cross-department coordination

Transparent, auditable service delivery

Improved citizen experience and trust

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Workflow-Led Execution Across Sales and Services

Where ServiceNow Creates Measurable Impact

Modern CRM creates impact when customer, sales and service interactions are executed through structured, enterprise-wide workflows that connect front-office engagement with operational fulfilment.