ServiceNow announces new purpose-built solutions for the manufacturing industry to help power faster, more efficient operations and better employee experiences. Manufacturing Commercial Operations (MCO) incorporates generative AI (GenAI) to streamline sales, service and support, and order-to-cash processes. Employee Center (EC) Pro Kiosk brings intelligent self-service experiences to deskless workers, making it easy for them to access company communications, relevant resources, and seamlessly navigate hire-to-retire processes.
“ServiceNow is uniquely equipped to turn some of manufacturing’s biggest challenges into their greatest opportunities,” says Rohit Batra, general manager, manufacturing and telecommunications, media, and technology at ServiceNow. “ServiceNow’s latest innovations represent more than just tools that can increase productivity. They deliver critical capabilities that unlock better ways of working so that manufacturers can deliver exceptional customer service, increase revenue, and create positive employee experiences.”
Key Takeaways:
- Manufacturing Commercial Operations puts the power of the Now Platform to work for manufacturers with purpose-built solutions that simplify operations across sales, support and service, and order-to-cash processes. MCO is built on top of ServiceNow Customer Service Management and Sales and Order Management. It offers a single, generative AI-powered solution for order exceptions, dealer operations, customer service and support, order-to-cash operations, and product and quality management.
- MCO empowers agents to identify customer needs and dynamically suggests relevant products or services, transforming the service center into a profit driver.
- Digital workflows streamline how manufacturers respond to issues and manage support interactions across the front-, middle-, and back-offices, driving faster resolutions for customers and, ultimately, a more efficient and cost-effective service operation.
- MCO integrates with ServiceNow Field Service Management, making it easy for manufacturers to deliver proactive, preventative maintenance and dispatch and route technicians to the right work to fix problems fast. If a customer reports an equipment issue, customer service teams can quickly log the problem and deploy a field technician with the necessary knowledge, skills, and equipment to manage the task – all from within MCO. Real-time updates are sent to the technician’s mobile device, including the customer’s location and details about the product model, helping ensure that the technician has the necessary information and assets for their visit, reducing downtime and solving problems as efficiently as possible.
- Through ServiceNow Service Bridge, manufacturers can connect with customers and channel partners who use ServiceNow in a single interface, making it easy to automate and complete tasks like orders, exceptions, and cases.
