ServiceNow (NYSE: NOW) has announced a major upgrade to its CRM platform. The company revealed new AI-powered capabilities designed to transform the customer experience.
The CRM enhancements aim to replace outdated systems. ServiceNow said it is unifying sales, fulfillment, and service on one platform. The goal is to provide seamless, end-to-end customer experiences.
The company introduced AI agents for CRM. These agents can handle tasks autonomously, scale sales and support operations, and enable true self-service. This move marks a shift from reactive service to proactive engagement.
According to ServiceNow, traditional CRMs end at the front office. This limits their ability to support the full customer lifecycle. The updated CRM is built for an AI-first world, with proactive and personalized experiences across all touchpoints.
ServiceNow reported that its CRM business is growing rapidly. It reached an annual contract value (ACV) of $1.4 billion by the end of 2024. This reflects a 30% year-over-year growth, making it the company’s fastest-growing workflow solution.
John Ball, EVP and GM of CRM and Industry Workflows at ServiceNow, stated that the platform allows businesses to manage the full customer lifecycle more efficiently. He said the AI-powered platform enables workflow automation from order capture to fulfillment.
ServiceNow’s AI agents are already automating 37% of its own customer support cases. These agents:
The company said these agents can coordinate with live representatives when needed. This helps businesses increase efficiency and reduce response times.
ServiceNow also reported a series of recent innovations. In April, it signed a definitive agreement to acquire Logik.ai, an AI-powered CPQ provider. The acquisition is expected to expand ServiceNow’s CRM capabilities and help sales teams close deals faster.
Additionally, the company launched its Yokohama platform update. It introduced new features such as AI agents, self-service commerce portals, and turnkey CCaaS integrations.
With these advancements, ServiceNow is positioning its platform as a complete solution to sell, fulfill, and service from the first customer contact to final resolution.
