I had the pleasure of attending the ServiceNow analyst briefing in Singapore last week! Some quick and high-level facts – $10.65 billion in FY24 Subscription revenue, ~8400 customers (86% of the Fortune 500), ~20% YoY growth in Q1 2025. Not many players can boast of such statistics in this current economic climate.
What they have built is enviable. They are the underlying glue that brings it all together to resolve every single problem of the customer’s journey and as a consultant recently wrote in a blog – ServiceNow is ‘’the mother of all workflows’’. They have truly moved and innovated beyond the ITSM space.
In most enterprises, when a customer issue arises and becomes complex, it typically moves from the CRM to multiple departments, the back office, the contact centre, and, in some instances, to field services and billing. The complexity lies in the inability of multiple departments to have a clear and unified view of the problem. Departments will be calling each other to understand the issue, and the back office will have its own issues. Much of this is due to data sitting in siloed systems. The delay means the customer has to wait and keep calling the contact centre to follow up on the issue. Time to resolution increases from something that could have been done in a few days to 6 weeks!
ServiceNow is thinking about the bigger picture as they co-create unified workflows with Contact Centre vendors. They are now taking the contact centre deeper into the Enterprise. The co-creation of workflows for complex customer experience issues is about unifying data across ERP systems, Billing, Financial Services applications and many more. ServiceNow are helping contact centres to become truly data driven by being able to understand every single nuance of where the issue lies through AI enabled workflow orchestration across the entire customer journey. That is truly powerful and something that has been tough for contact centre vendors to achieve on their own.
