Customer Service Management (CSM) + Sales & Order Management (SOM) + Field Service Management (FSM) on One Data Model.
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What’s the real cost of re-keying data across support, sales, and service teams?
Customer journeys cross teams and systems, from a support case to a quote, an approved order, and a scheduled field visit. When those handoffs run on different tools, you get rekeying, missed entitlements, and order fall-out.
Join our 45-minute webinar on April 14 to learn how:
- ServiceNow’s single data model connects Customer Service Management (CSM) with Sales & Order Management (SOM) and Field Service Management (FSM), enabling end‑to‑end workflows without swivel chairing.
- CPQ (Configure, Price, Quote) uses attribute-based rules to prevent invalid configurations and keep pricing within guardrails.
- SOM manages order capture and decomposition.
- Field work is dispatched from the same record of truth using contracts and entitlements.
When?
April 14, 10:00am – 10:45am GMT+2
I am interested!
WHO is invited & WHY is it worth attending?
- Sales Operations & CPQ Leaders: Learn how attribute-based CPQ rules and pricing guardrails prevent invalid configurations, reduce approval bottlenecks, and ensure clean handoffs from quote to order.
- Order Management & Fulfillment Leaders: Discover how ServiceNow SOM captures and decomposes orders reliably, even when changes occur mid-process, reducing order fall-out and improving fulfillment visibility.
- Field Service Leaders: Understand how dispatch, contracts, and entitlements can run from the same record of truth, ensuring technicians have the right information and improving first-time fix rates.
- Customer Operations & Process Transformation Leaders: Explore how a connected CRM approach streamlines the entire case-to-resolution lifecycle and removes the “swivel-chair” work caused by disconnected systems.
- ServiceNow Platform Owners & Architects: See how a single ServiceNow data model connects CSM, SOM, and FSM, simplifying integrations and enabling scalable end-to-end workflows.
- IT & Digital Transformation Leaders: Understand the architectural value of consolidating customer workflows on one platform to reduce system complexity and accelerate digital initiatives.
Detailed Agenda
Welcome
- Meet the presenter and his ServiceNow background.
Why a Connected CRM (5 Minutes)
What changes when CSM + SOM + Field Service share one data model?
- Fewer handoffs.
- Faster time‑to‑value.
Live Demo: Case → Quote → Order → Field (25-30 Minutes)
We’ll pick one or two of these “hero-moments”:
- Attribute‑based CPQ with pricing guardrails & approvals.
- Order capture & decomposition that survives a mid‑stream change without fallout.
- Field Service dispatch driven by contracts/entitlements from the same record of truth.
Common Pitfalls (5 minutes)
The most common issues we see and the pattern to avoid them.
Value Offering (5 minutes)
How to drive implementation to avoid pitfalls.
Closing Thoughts & Q&A (5 min)
I am interested!
"I am a dynamic, customer-focused professional with over 15 years of experience in strategic portfolio management, agile transformation, project management, and business development. Currently, I serve as Head of ServiceNow Strategy & Alliances at Capture Group and I am located in the Zurich Area. My role focuses on my extensive background to support C-level decision-makers in understanding ServiceNow's Strategic Portfolio Management offerings.
I have enjoyed speaking and facilitating various events, including a three-year stint as an Educator at Corvinus University. As part of the Strategic Department, I taught around 1,000 MSc students in Project Portfolio Management. Additionally, I've presented at regional PPM conferences like the PM Conference 2024 and the ServiceNow Summit in Zürich 2023."
