Unlocking business potential with ServiceNow CRM

In today’s fast-paced business environment, organizations face increasing pressure to streamline operations, enhance customer experiences, and adapt to evolving market demands. ServiceNow Customer Relationship Management (CRM), a leading solution for customer workflows, offers a powerful platform to address these challenges. With its robust capabilities and scalable architecture, ServiceNow CRM enables businesses to transform their customer service operations, automate processes, and achieve long-term growth.

Enabling this transformation is KPMG’s CRM Service Core, a foundational solution offering, designed to address immediate challenges such as process efficiency and quick value realization, while also positioning clients for long-term growth, scalability, and continuous organizational improvement. CRM Service Core not only streamlines action follow-up and reporting, but also lays the groundwork for future expansion into specialized CRM and Customer Service Management (CSM) functionalities, as well as other areas such as IT Service Management (ITSM) and Human Resource Service Delivery (HRSD).

At KPMG, we leverage our Powered Delivery Methodology to ensure successful ServiceNow CRM Service Core implementations that deliver quick value and future-proof solutions. By centralizing customer service operations, ServiceNow CRM Service Core provides real-time visibility into performance and customer experience, empowering organizations to deliver seamless and proactive support across all touchpoints.

ServiceNow CRM is more than just a customer service platform; it’s a catalyst for organizational change and customer experience excellence. By automating workflows and integrating data across departments, ServiceNow CRM helps businesses reduce costs, improve efficiency, and enhance decision-making. The platform offers powerful capabilities such as case management, omnichannel customer engagement, and a flexible data model that supports both B2B and B2C business models: just a few examples of the many features ServiceNow provides to help organizations deliver exceptional customer service and scale effectively. These features ensure accurate customer records, consistent service delivery, and tailored support experiences across all interactions.

For example, case management within ServiceNow CSM streamlines the handling of customer inquiries, requests, and issues through intelligent routing, prioritization, and resolution workflows. This results in faster response times, improved visibility, and consistent service quality across all customer touchpoints. Additionally, omnichannel engagement allows customers to connect through their preferred channels, such as email, chat, portals, or phone, while providing agents with a unified workspace to view interactions, track history, and deliver personalized support.

At KPMG, we understand that successful customer service transformation requires more than just technology; it demands a strategic approach that aligns with organizational goals and culture. To address these challenges, we created CRM Service Core, a lean ServiceNow offering built on our Powered Delivery Methodology, designed to deliver quick results and set the stage for long-term growth and scalability. KPMG’s Powered Delivery Methodology combines technical expertise with a focus on people and processes to ensure that ServiceNow CRM implementations deliver maximum value.

Central to this methodology is our Target Operating Model, which includes six interconnected design layers: People, Process, Technology, Service Delivery, Performance, and Governance. By addressing these layers, we ensure that ServiceNow CRM Service Core implementations are not only technically sound but also aligned with the organization’s vision for customer service excellence. This approach allows businesses to jump-start their transformation journey, validate pre-built operating models, and engage key decision-makers in high-value business decisions. By leveraging KPMG’s Powered methodology, organizations can demystify the technology, reduce risks, and achieve faster, more successful outcomes.

One of the key aspects of our approach to ServiceNow CRM Service Core implementation is a phased strategy that ensures both immediate and long-term success. We begin by establishing a robust foundation with core ServiceNow CSM capabilities, such as case management, workspace configuration, and reporting. This foundational setup is designed to address immediate challenges, such as process efficiency and quick value realization, while positioning organizations for long-term growth, scalability, and continuous improvement. Once the foundation is in place, we help businesses expand their solutions with optional add-ons, such as knowledge management, AI-powered tools, and platform localization. These specialized capabilities allow organizations to further optimize their customer service operations, enabling them to deliver proactive and seamless customer experiences. This step-by-step approach ensures that organizations can digest the changes and gradually grow their ServiceNow platform into a comprehensive solution that meets their evolving needs.

As businesses look to the future, Generative AI is emerging as a transformative force within the ServiceNow CRM ecosystem. AI-powered tools are revolutionizing customer service workflows, enabling organizations to deliver faster, more accurate, and personalized support. For instance, Generative AI can automate case routing, summarize customer inquiries, and provide intelligent recommendations for resolution, significantly reducing response times, and improving customer satisfaction. These innovations empower service agents with real-time access to customer information, guided workflows, and intelligent tools, enhancing their ability to deliver first-contact resolution and strengthen customer relationships. By integrating Generative AI into ServiceNow CRM, organizations can not only improve operational efficiency but also gain valuable insights into customer sentiment, case trends, and service performance, enabling them to proactively identify areas for improvement and drive continuous innovation.

ServiceNow is a powerful tool for organizations seeking to enhance efficiency, improve customer experiences, and drive innovation in their service operations. With KPMG’s Powered Delivery Methodology and strategic approach, businesses can unlock the full potential of ServiceNow CRM, achieving quick wins while building a scalable foundation for future growth. By focusing on core capabilities, adopting a phased implementation strategy, and leveraging cutting-edge AI technologies, organizations can transform their customer service functions and position themselves for long-term success. ServiceNow CRM is the key to navigating the complexities of modern customer service and staying ahead in a competitive landscape. With KPMG as a trusted advisor, businesses can confidently embark on their ServiceNow journey and achieve customer service excellence.