Manufacturing Commercial Operations
incorporates generative AI to streamline sales, service and
support, and order-to-cash processes
Employee Center Pro Kiosk brings intelligent
self-service to deskless workers, providing easy access to company
resources and helping employees seamlessly navigate hire-to-retire
processes
Knowledge 2024 – Today, at ServiceNow’s annual customer
and partner event, Knowledge 2024, ServiceNow (NYSE: NOW), the AI
platform for business transformation, announced 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.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20240507476981/en/
ServiceNow announces Manufacturing
Commercial Operations at Knowledge 2024 (Graphic: Business
Wire)
The manufacturing industry faces a complex set of challenges –
including supply chain disruption, long order fulfilment times,
ever-changing customer requests, a lack of self-service tools,
invoice disputes, high turnover, and labor shortages. At the same
time, manual processes and siloed systems often result in
high-costs, inefficient operations, and poor customer and employee
experiences. MCO and EC Pro Kiosk address these challenges by
connecting systems, processes, and people on a single, intelligent
platform.
“ServiceNow is uniquely equipped to turn some of manufacturing’s
biggest challenges into their greatest opportunities,” said 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.”
Transforming end-to-end operations for manufacturers
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. It seamlessly integrates with
manufacturers’ existing systems to help make work easier, faster,
and more transparent.
Capabilities within Manufacturing Commercial Operations allow
manufacturers to:
- Streamline sales management: MCO empowers agents to
identify customer needs and dynamically suggests relevant products
or services, transforming the service center into a profit driver.
For example, if a customer contacts a manufacturer to replace a
conveyer belt that is no longer in production, MCO applies AI to
recommend a newer part that's currently available, helping ensure
that service interactions are helpful and driving revenue.
- Scale service management: 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. Agents can manage order
exceptions and invoice disputes, help customers troubleshoot
product complications or quality issues, and coordinate with
suppliers — all from a single screen.
- Transform field operations: 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.
- Connect with customers and channel partners: 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. For example, if a retailer needs to report a
quality issue with a pallet of product received from a
manufacturer, the retailer can report the issue in their own
ServiceNow instance. The manufacturer can open, update, and
complete the request in their own ServiceNow instance, keeping the
customer updated along the way. This consolidates the number of
systems needed to communicate and complete tasks while reducing
manual work.
Empowering the deskless workforce
Deskless workers — most often those who are working in a
factory, in the field, or on the go — face a unique set of
challenges, including infrequent access to company-wide information
and self-service resources to complete company-related tasks that
their desk-bound counterparts take for granted. For manufacturers,
this includes vitally important production and distribution staff
who may not have access to a company laptop or smartphone, but
deserve the same high-quality employee experiences.
Employee Center Pro Kiosk is an intelligent self-service
walk-up experience that provides a front door for everything the
manufacturing factory worker needs, from requesting time off, to
reviewing benefits, asking a payroll question, or accessing the
latest company news and information. With EC Pro Kiosk — part of
ServiceNow HR Service Delivery — employees can access critical
company information and applications via a kiosk on the
manufacturing floor by scanning a QR code on a personal phone or
through personalized SMS messages. By bridging the communication
gap between the employee and the company, leaders can help ensure
deskless workers are in the loop on important updates or decisions
and have the resources they need to stay informed and receive
support, improving employee engagement.
MCO and EC Pro Kiosk are the latest steps from ServiceNow to
address the biggest pain points in the manufacturing value chain.
In March, ServiceNow announced that it acquired 4Industry and EY
Smart Daily Management to accelerate digital transformation in the
factory by digitizing and automating shop floor processes. Coupled
with the existing capabilities of Operational Technology
Management, EAM, and EC Pro, ServiceNow can now support the assets,
people, and processes in the factory on a single platform.
What customers and partners are saying:
Infosys
Infosys, a global leader in next-generation digital services and
consulting, is a launch partner for MCO and is offering its
expertise to help manufacturing enterprises drive value
quickly.
“Today's manufacturing industry requires solutions that can
bring together people, processes, and systems all under one
platform," said Balakrishna D. R. (Bali), Executive Vice President,
Global Services Head, AI and Industry Verticals, Infosys. "Through
our proficiency in smart manufacturing, enabled by our rich set of
Cloud and AI capabilities from Infosys Cobalt and Infosys Topaz,
and with the Now Platform's AI-powered capabilities, we aim to help
manufacturers streamline their business processes in the sales,
support, and service functions. We are excited to work with
ServiceNow to deliver connected and efficient solutions that drive
real results.”
Tyson Foods
"At Tyson Foods, we have a profound commitment to nurturing an
environment where every team member feels valued, supported, and
empowered. That requires technology to support a large and diverse
workforce that spans multiple locations and personas," said Robin
Rogers, HR technology leader at Tyson Foods. "ServiceNow's AskHR
portal has been instrumental in revolutionizing how our team
members on the plant floor access HR services. By providing
self-service capabilities and incorporating features like
multilingual case management, we're ensuring our employees receive
the support they need, when they need it – breaking down
organizational barriers and fostering a more efficient and
connected workforce."
Availability
- Manufacturing Commercial Operations and EC Pro Kiosk are
expected to be generally available to all customers in the
ServiceNow Store on May 7.
Additional information:
- Learn more about ServiceNow Knowledge 2024 here.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20240507476981/en/
Theresa Ianni 216-544-6817 press@servicenow.com
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