At the annual customer and partner event, Knowledge 2024, ServiceNow (NYSE: NOW) introduced new purpose-built solutions designed specifically for the manufacturing sector, aimed at enhancing operational efficiency and improving employee experiences. These innovative solutions leverage AI technology to address the complex challenges faced by manufacturers, including supply chain disruptions, lengthy order fulfillment times, and workforce management issues.
The Manufacturing Commercial Operations (MCO) solution incorporates generative AI (GenAI) to streamline sales, service, and support processes, as well as order-to-cash operations. It offers manufacturers a unified platform to manage various aspects of their operations efficiently. Additionally, the Employee Center (EC) Pro Kiosk introduces intelligent self-service experiences for deskless workers, enabling easy access to company communications, resources, and essential processes like hire-to-retire procedures.
“ServiceNow is uniquely positioned to transform some of the most pressing challenges in the manufacturing industry into opportunities for growth,” stated Rohit Batra, General Manager of Manufacturing and Telecommunications, Media, and Technology at ServiceNow. “Our latest innovations not only increase productivity but also unlock better ways of working, enabling manufacturers to deliver exceptional service, boost revenue, and enhance employee experiences.”
The MCO solution aims to revolutionize end-to-end operations for manufacturers by simplifying sales management, scaling service management, transforming field operations, and facilitating seamless communication with customers and channel partners. It utilizes digital workflows to streamline processes, resolve issues faster, and enhance customer satisfaction.
Meanwhile, the EC Pro Kiosk empowers deskless workers, such as those working in factories or on the field, by providing them with easy access to company information and self-service resources. Through intelligent self-service walk-up experiences, employees can efficiently navigate various HR processes, access company news, and engage with relevant company updates.
These new solutions from ServiceNow complement its existing capabilities, such as Operational Technology Management and Enterprise Asset Management, further bolstering its support for the manufacturing industry. In March, ServiceNow also announced the acquisitions of 4Industry and EY Smart Daily Management to accelerate digital transformation in factory operations.
“We are excited to work with ServiceNow to deliver connected and efficient solutions that drive real results,” commented Balakrishna D. R. (Bali), Executive Vice President, Global Services Head, AI and Industry Verticals, Infosys, a launch partner for MCO.
Tyson Foods, a major player in the food processing industry, highlighted the transformative impact of ServiceNow’s solutions on its workforce. Robin Rogers, HR Technology Leader at Tyson Foods, emphasized the significance of self-service capabilities in fostering a more efficient and connected workforce.
ServiceNow’s commitment to leveraging AI technology to transform organizations across industries reflects its mission to put AI to work for people, enabling them to achieve greater productivity and business outcomes while maintaining a human-centered approach.