In today’s rapidly evolving business environment, organizations seek to streamline their sales processes, reduce complexities, and improve customer experiences. ServiceNow’s Sales and Order Management (SOM) platform meets these needs by unifying and automating the entire sales and order lifecycle from lead to cash.

What is ServiceNow Sales and Order Management?

ServiceNow SOM is a comprehensive suite of applications built on the Now Platform that manages the entire product sales lifecycle—from capturing leads and creating quotes to order fulfillment and post-sale services. Unlike traditional CRM or ERP systems, SOM integrates seamlessly with other ServiceNow applications, providing a single, unified workflow platform.

Key Features of ServiceNow SOM

Product Catalog and Configurator (CPQ)

• Centralized product and service catalogs
• Real-time pricing, discounts, and validations
• Efficient quote generation and management

Pricing and Contract Management

• Supports various pricing models (one-time, subscription, tiered)
• Streamlines creation and tracking of contracts
• Automated handling of renewals and entitlements

Lead and Opportunity Management

• Integrated lead capture and conversion tools
• Enhanced pipeline visibility and management
• Collaborative sales workspace

Order Management and Fulfillment

• Automated workflows for order processing
• Task orchestration across departments (finance, provisioning, shipping)
• Real-time visibility and reduced order fallout

Customer Self-Service Portal

• Empower customers to configure, order, and track services
• Simplified order status tracking and history

AI and Analytics Integration

• AI-driven product recommendations and guided selling
• Real-time analytics dashboards for sales performance monitoring

Business Benefits of Using ServiceNow SOM

Accelerated Revenue Recognition

• Faster quote-to-order transitions
• Reduced delays through automation and streamlined processes

Increased Sales Efficiency

• Automates routine tasks, allowing sales reps to focus on high-value activities
• Reduces manual effort and potential for human error

Improved Customer Experience

• Faster response times and accuracy in quoting and order processing
• Enhanced transparency through self-service and real-time updates

Cost Reduction and Operational Efficiency

• Lower operational costs by consolidating systems and reducing manual interventions
• Minimized order fallout and rework through integrated processes

Enhanced Collaboration and Visibility

• Unified data model enabling cross-departmental collaboration
• Comprehensive dashboards providing actionable insights into the sales pipeline

Transforming Sales Operations with SOM

ServiceNow SOM fundamentally transforms sales operations by integrating all aspects of the lead-to-cash process. Sales reps can seamlessly manage leads, configure quotes, handle orders, and oversee post-sale changes from a single platform. The automated workflows eliminate manual handoffs between sales, operations, and customer support teams, creating a smooth and efficient process from initial contact to service delivery.

For instance, a telecommunications provider could automate complex service orders, reducing processing times from days to minutes, significantly improving customer satisfaction and internal productivity.

Real-World Impact

Telecommunications

A major telecom provider reduced order fallout rates from 7% to under 1%, significantly enhancing customer satisfaction and operational efficiency.

Manufacturing

Consumer goods companies have streamlined order processing, drastically reducing manual intervention and order exceptions, saving thousands of work hours annually.

Technology and SaaS Providers

Technology providers utilizing SOM have improved order fulfillment speed by up to 50%, resulting in higher customer satisfaction and increased subscription renewals.

ServicreNow Offering

ServiceNow Sales and Order Management platform offers a transformative approach to managing sales operations. By integrating and automating the entire lead-to-cash lifecycle, organizations can achieve significant improvements in operational efficiency, sales productivity, and customer satisfaction. For business leaders looking to modernize and streamline their sales processes, ServiceNow SOM provides a strategic advantage that enables sustained business growth and exceptional customer experiences.