Sales & Order Management (SOM)
Sales teams are empowered with AI-orchestrated workflows that span pre-sales to fulfillment, enabling reps to focus on selling and connecting with customers as opposed to manual, repetitive work. Agentic workflows qualify and nurture leads, route pricing and quotes to the right approvers, and fast-track seamless order capture and fulfillment. This ensures deals advance with fewer delays and prevents revenue from slipping through the cracks. Later in the customer life cycle, reps can leverage the full capabilities of ServiceNow SOM to automate renewal processes and upsell workflows.
SOM’s key modules include:
Configure, Price, Quote (CPQ) – Essential for increasing sales efficiency and velocity, CPQ minimizes handoffs and requires less work to close deals from the quote stage through fulfillment. Built-in AI functionality discovers relevant product and service recommendations, embedding product expertise directly into every deal. CPQ suggests the right add-ons and cross-sell opportunities, automatically generates quotes, and ensures pricing accuracy and compliance through built-in guardrails and approval routing. Another key benefit: ServiceNow CPQ employs dynamic configuration rules and blueprint-driven layouts to easily capture user input, including text and voice inputs. The ability to leverage spoken language helps sales teams more accurately configure products, calculate pricing, and generate quotes in real time.
Lead and Opportunity Management – This module increases visibility and reduces friction in the sales process, aiding in sales rep productivity and increasing sales. AI agents manage the pipeline and deals throughout each stage of the sales process, including lead qualification, automated meeting scheduling, prospect engagement, and follow-up. Real-time dashboards and forecasting tools help reps quantify revenue based on pipeline health and performance. This provides visibility into deal status and gives reps confidence in accelerating close dates. Leads and opportunities can be allocated to reps in specific territories to maximize deal potential.
Pure Storage streamlines from “quote to cash”
Problem: For storage provider Pure Storage, creating quotes for complex products such as data storage was a traditionally long and cumbersome process, requiring a high level of technical expertise surrounding product configurations.
Solution: ServiceNow SOM delivers guided sales capabilities that help the Pure Storage team create tailored and differentiated selling experiences. They can also generate quotes and proposals without specialized technical skills. The platform automates fulfillment and delivery processes, eliminating multiple systems and manual processes. It also provides end-to-end visibility that streamlines the experience from quote to cash.
CORT increases revenue while trimming costs
Problem: As a furniture rental business highly dependent on customizable orders with hundreds of variables, CORT’s sales team was bogged down in manual work. The team spent its time toggling between multiple systems to check availability and manufacturing times with no real ability to let customers self-service the process.
Solution: ServiceNow CPQ’s guided selling functionality lets both sales teams and online customers discover perfect-fit solutions that address their needs. The CORT sales team can easily add new furniture options and bundles to expand e-commerce offerings; customers can easily configure and complete product rentals online. The combination has allowed CORT to increase revenue while reducing costly order corrections.
Keysight boosts digital commerce with frictionless CPQ
Problem: The sales team at technology manufacturer Keysight Technologies spent too much time juggling administrative tasks rather than selling. In addition, the complexity of the offerings made it difficult for customers to purchase products online with self-service configuration.
Solution: ServiceNow CPQ simplified the administrative burden of custom configuration, allowing customers to research and buy complex products on their own. Guided selling capabilities let reps generate quotes 40% faster, trimming time spent on administrative tasks and adding more time for selling. Configuration setup and maintenance have been reduced by 50% to 80%, enabling Keysight to offer more products on its website for customer self-service.
