Sales & OrderManagement
Streamline lead-to-cash processes with AI-powered CPQ, intelligent order management, and omnichannel sales automation.
ServiceNow Sales and Order Management Platform
Benefits of Sales & Order
Management
Transform sales operations with unified lead-to-cash automation, AI-powered CPQ, and omnichannel integration.
Complete lead-to-cash automation
Streamline the entire sales process from lead capture through order fulfillment with intelligent automation and unified workflows.
AI-powered CPQ capabilities
Configure, price, and quote complex deals intelligently with AI guidance that delivers fast, accurate, customer-centric proposals.
Intelligent order management
Track and coordinate orders from inception to fulfillment with efficient processes across teams, software, and partner networks.
Omnichannel sales integration
Deliver seamless, integrated sales experiences across multiple channels including online, in-store, mobile, and partner portals.
SOM Core Capabilities
Complete Sales Platform
Comprehensive sales and order management with AI-powered automation and intelligent workflows.
Lead Management
Create and nurture leads from multiple channels with AI-powered recommendations and automated workflows for lead conversion.
Key Features:
- Multi-channel lead capture
- AI-powered product recommendations
- Automated lead nurturing
- Lead qualification workflows
Configure Price Quote (CPQ)
Intelligently guide product, pricing, and quoting decisions across channels to deliver fast, accurate, customer-centric deals.
Key Features:
- Complex product configuration
- Dynamic pricing strategies
- Automated quote generation
- Approval workflow management
Salesforce Automation
Automate sales processes including lead and opportunity management, sales forecasting, and territory management.
Key Features:
- Opportunity management
- Sales forecasting
- Territory management
- Performance analytics
Order Management
Track and coordinate orders from inception to fulfillment with efficient processes among teams, software, and partners.
Key Features:
- Order lifecycle tracking
- Fulfillment orchestration
- Exception management
- Real-time order visibility
Omnichannel Integration
Seamless, integrated approach to sales, support, and service across online, in-store, mobile, and partner channels.
Key Features:
- Multi-channel coordination
- Consistent customer experience
- Partner portal integration
- Mobile sales enablement
Lead-to-Cash Process
Complete business process encompassing all activities from selling to customers through order fulfillment and service delivery.
Key Features:
- End-to-end process visibility
- Automated handoffs
- Exception handling
- Performance monitoring
Lead-to-Cash Process
5-Step Automation
Streamlined end-to-end process from lead qualification through order fulfillment with intelligent automation.
Qualify
Identify and qualify potential customers based on marketing campaigns, referrals, and inbound inquiries with AI-powered lead scoring.
Develop
Create opportunities and clarify customer needs, setting goals and linking to existing accounts or creating new customer profiles.
Propose
Generate accurate quotes with CPQ capabilities, including products, services, quantities, pricing, timelines, and terms.
Close
Convert accepted quotes into firm orders, confirming purchase details, quantities, terms, delivery schedules, and logistics.
Fulfill
Execute order fulfillment with automated invoicing, payment processing, and ongoing service delivery management.
Sales Performance
Achievement Metrics
Measure and improve sales performance with comprehensive tracking and optimization capabilities.
Sales Cycle Acceleration
Reduce time from lead to close with automated workflows and intelligent quote generation capabilities.
Revenue Growth
Increase revenue through better lead conversion, accurate pricing, and cross-channel sales optimization.
Quote Accuracy
Improve quote accuracy and reduce errors with AI-powered configuration and pricing recommendations.
Customer Satisfaction
Enhance customer experience through consistent omnichannel engagement and faster order processing.
Frequently Asked Questions
About Sales and Order Management
Get answers to the most common questions about SOM implementation, CPQ capabilities, and lead-to-cash optimization.
ServiceNow Sales and Order Management (SOM) streamlines the entire lead-to-cash process by providing:
- Complete end-to-end sales process automation from lead capture to fulfillment
- AI-powered CPQ for complex product configuration and pricing
- Intelligent order management with real-time tracking and coordination
- Omnichannel integration across all sales and service touchpoints
- Unified platform connecting sales, fulfillment, and service teams
Built on ServiceNow Platform with single data model for consistent customer experiences.
Lead-to-cash encompasses all activities from selling to customers through order fulfillment. ServiceNow manages this through a 5-step process:
- Qualify: Identify and qualify potential customers with AI-powered lead scoring
- Develop: Create opportunities and clarify customer needs with account management
- Propose: Generate accurate quotes using CPQ with complex configuration and pricing
- Close: Convert accepted quotes into firm orders with automated workflows
- Fulfill: Execute order fulfillment with automated invoicing and service delivery
This unified approach reduces manual handoffs, improves accuracy, and accelerates revenue collection.
ServiceNow CPQ provides intelligent guidance for product, pricing, and quoting decisions:
Core CPQ Capabilities:
- AI-powered logic engine for complex rules and pricing
- Real-time configuration and pricing recommendations
- Flexible, API-first design with no coding required
- Guided selling flows for complex configurations
Business Benefits:
- Accelerated sales cycles with faster, accurate quotes
- Multi-channel revenue optimization across all touchpoints
- Simplified administration with no-code management
- Enhanced seller productivity and customer experience
ServiceNow order management provides comprehensive tracking and coordination capabilities:
- Order Lifecycle Management: Complete visibility from order creation through fulfillment
- Orchestration Workflows: Automated task execution based on predefined fulfillment plans
- Exception Handling: Proactive detection and resolution of fulfillment issues
- Multi-System Integration: Seamless coordination across teams, software, and partners
- Real-Time Updates: Live status tracking and customer communication
Advanced Features: In-flight change management, fallout management, and jeopardy management for comprehensive order handling.
ServiceNow delivers seamless, integrated sales experiences across all channels:
Channel Integration:
- Direct sales teams with full CRM capabilities
- Partner portals with self-service configuration and ordering
- E-commerce integration with real-time inventory and pricing
- Mobile sales enablement for field representatives
Unified Experience:
- Consistent pricing and product configuration across channels
- Single customer view with complete interaction history
- Seamless handoffs between pre-sales and post-sales teams
- Integrated customer service and support capabilities
Implementation costs depend on organization size, sales complexity, and integration requirements:
- SOM Standard Implementation: Starting from $300K - includes basic CPQ, order management, and CRM integration for up to 100 sales users
- SOM Professional Implementation: $500K-$750K - includes advanced CPQ, omnichannel capabilities, and complex fulfillment workflows for up to 500 users
- Enterprise SOM Suite: $1M+ - complete lead-to-cash automation with AI capabilities, custom integrations, and enterprise-scale deployment
ROI typically achieved within 12-18 months through sales acceleration (40%), revenue growth (25%), and operational efficiency improvements.
Implementation timeline depends on sales complexity and integration scope:
- SOM Standard: 16-20 weeks for basic CPQ, order management, and CRM integration
- SOM Professional: 20-26 weeks including advanced CPQ, omnichannel setup, and complex fulfillment workflows
- Enterprise SOM Suite: 26-34 weeks for complete lead-to-cash automation with AI capabilities and extensive integrations
Our methodology: Sales Process Analysis (4-5 weeks) → Platform Configuration & CPQ Setup (10-14 weeks) → Integration & Testing (6-8 weeks) → Go-Live & Training (4-6 weeks).
ServiceNow SOM provides comprehensive integration capabilities with existing systems:
- CRM Integration: Seamless connection with Salesforce, Microsoft Dynamics, and other CRM platforms
- ERP Systems: Integration with SAP, Oracle, Microsoft for financial and inventory management
- E-commerce Platforms: Real-time connection with online stores and marketplace platforms
- Billing Systems: Automated invoicing and payment processing integration
- Marketing Automation: Lead generation and nurturing platform connectivity
- Partner Systems: Channel partner portals and distributor integration
Result: Organizations maintain existing investments while gaining unified lead-to-cash capabilities and AI-powered sales optimization.
ServiceNow Case Studies
Real SOM Success Stories
See how organizations transformed their sales operations with AI-powered Sales and Order Management.
Enterprise Software Corporation
Challenge
Complex product configurations and pricing across multiple channels with 60-day average sales cycles and frequent quote errors leading to deal delays
Solution
ServiceNow SOM with AI-powered CPQ, omnichannel integration, automated workflows, and real-time order tracking for enterprise software sales
"ServiceNow SOM with AI-powered CPQ reduced our sales cycles by 40% and improved quote accuracy to 95%, driving 25% revenue growth across all channels."
— VP of Global Sales
Results Achieved
Industrial Equipment Manufacturer
Challenge
Complex product customization and engineering requirements across global markets with disconnected sales and fulfillment processes causing delays
Solution
Complete SOM platform with advanced CPQ, order orchestration, engineering workflows, and global partner portal integration for complex manufacturing sales
"ServiceNow SOM unified our global sales and fulfillment processes, enabling complex product customization while achieving 90% customer satisfaction scores."
— Chief Sales Officer
Results Achieved
Global Financial Services
Challenge
Multiple service offerings across various channels with inconsistent customer experiences and lengthy approval processes affecting deal closure
Solution
ServiceNow SOM with omnichannel integration, automated approval workflows, service catalog management, and customer self-service capabilities
"ServiceNow SOM created consistent omnichannel experiences across all our service offerings while streamlining approval workflows and enhancing customer self-service."
— Head of Sales Operations
Results Achieved
Ready to Accelerate Sales Performance?
Connect with our ServiceNow experts to implement AI-powered sales and order management with unified lead-to-cash automation.
som-experts@ifbash.com
+91-XXXX-XXXXXX
Book Demo