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Manufacturing Commercial Operations
Manufacturing meets customer management. ServiceNow MCO, configured for organizations where quotes, orders, claims, and aftersales are tightly interwoven with production.
What Shapes Our MCO Work
Commercial Process Chain
Warranty claims, recall campaigns, sales promotions, pre-authorization requests - in practice, these live across multiple systems and departments. Often, finding the right case takes longer than resolving it. We bring these processes together on one platform: from the dealer's submission through the manufacturer's review to the final reimbursement.
Cross-Domain Integration
A quality incident in manufacturing ripples outward - a CSM case gets created, an FSM work order fires, a risk entry needs documenting. We build those bridges between MCO and adjacent disciplines right from the start, so one incident becomes one continuous process instead of three parallel tracks.
Manufacturing Experience
Our team comes from automotive and IT. When a production planner describes a bottleneck between goods receipt and line supply, or a dealer walks us through a warranty claim, we get both sides from firsthand experience - what drives the planner and what needs to show up in the configuration.
Warranty Processing Across the Dealer Network
A dealer diagnoses a defect, makes the repair, and submits a warranty claim to the manufacturer. Review, approval, and reimbursement run through a single structured process - transparent for both sides, with clear deadlines.
Coordinating Recall Campaigns
The same component keeps coming back from different regions - that's a pattern. Affected products need identifying, dealers need informing, repairs need tracking, and progress needs monitoring across every location. A recall campaign with many moving parts, run through one central process. The data foundation was strong enough from day one to reach the secondary and tertiary market directly.
From Quality Incident to Root Cause Analysis
When a defect surfaces in production or in the field, it becomes a quality case - root cause analysis, corrective actions, cost tracking. Fully documented and linked to the affected products and suppliers.
MCO on ServiceNow is the coordination layer between manufacturing and the dealer network - the space where warranty claims, recall campaigns, and quality cases directly shape Sales & Order Management, customer service, and field operations - and can trigger adjacent processes like quality assurance, risk management, and accounting.
We configure these processes to be manageable for the manufacturer and transparent for the dealer. ServiceNow doesn't necessarily replace existing systems - it pulls their data into the process where it matters. MCO is a consolidation and control layer where production events have commercial consequences. It shows where failures come from and where things need fixing.
Our goal is an MCO configuration that scales with the business - new product lines, more dealers, changed warranty terms. All buildable without tearing up existing workflows every time.
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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