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Customer Relationship Management
CRM on ServiceNow - configured for workshops, parts logistics, field teams, and supply chains. Our core domain in the mid-market.
What Shapes Our CRM Work
The Gap Between Roles
Most CRM problems we encounter are communication breakdowns - between service advisors, workshops, procurement, and management. We configure ServiceNow to close exactly those handoff gaps.
Automotive Background
Our team has an automotive background - from IT operations through compliance to workshop-level work. Very different areas, but with one thing in common: they are all directly or indirectly part of the customer experience.
Complexity Over Volume
Overcomplicated, yet undercomplex - too many steps in too many systems, and yet the process still does not fully accomplish the actual task. We expand the capabilities while reducing the steps.
Customer Service Management (CSM)
We configure ServiceNow CSM so that customers always reach a resolution - without having to think about how. We streamline the internal communication paths from service advisor to specialist to what matters, and enrich them with the necessary knowledge. AI-assisted where it helps, across all disciplines.
Field Service Management (FSM)
So that jobs are done right the first time - the right technician on site, with the right materials, at the ideal time for both customer and service. From job planning through completion, our tailored ServiceNow FSM configuration supports workshops, IT service teams, and field teams with different focus areas.
Sales & Order Management (SOM)
Whether product, service, or ongoing contract - from quoting through order tracking and delivery to billing, service advisors and service managers need to keep many details in view. The most relevant data in focus at any given time, with the full periphery just one click away - that is what we distill from ServiceNow SOM.
Manufacturing Commercial Operations (MCO)
Manufacturing-related customer and service management spans many processes and systems - from quoting and contract design through order tracking to claims management and proactive aftersales. With ServiceNow MCO, we bring all threads together, presented so that each customer-facing team member has exactly the information they need right now.
In manufacturing, physical assets, technical diagnostics, and parts coordination take center stage. In the service sector, phone and digital interactions between customers and service advisors are particularly intensive. In the automotive sector, both converge at the customer advisor in the dealership.
Customer Relationship Management is first and foremost a product that supports Customer Service and Customer Success, and needs to integrate as part of the business as a whole. The resulting new data foundation can - also AI-assisted - provide signals for how the business could realign to meet customer needs - and make the decisive difference in the market.
For engagements like these, we start with a systematic assessment of the current state, which also considers the broader system landscape and internal as well as external factors. This then forms the basis for our directional recommendation and implementation. Always with the same goal: fewer systems, fewer broken data flows and handoffs, instead the essential information at a glance and supplementary details available on demand - whether on a field service mobile phone, a workshop tablet, or a desktop version at customer reception.
Let’s work together
Our team would love to hear from you.
+49 15252820037
Albin-Köbis-Str. 12, Cologne, 51147, Germany
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