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Manufacturing - our second home.
Production, supply chain, customer service, quality management. Connected on one platform - configured with automotive DNA.
Automotive is manufacturing at heart, and it gave us a solid foundation for understanding how manufacturers, suppliers, and service chains interlock. But manufacturing extends far beyond automotive, and we encounter the same patterns: customer service coordination across company boundaries, multi-tier supply chains, quality processes from well before delivery through to customer service when complaints arise. The context changes. The architecture stays.
Three disciplines define our work in the manufacturing mid-market: production-adjacent customer service, production and supply chain management, and integrated quality management.
More Than Customer Service
Manufacturing companies sell directly or through dealer networks, and are the point of contact when something goes wrong with the product. Customer service ranges from dedicated problem resolution under agreed service contracts or on a goodwill basis, through to proactively addressing emerging supply shortages caused by logistics disruptions, resource scarcity, or quality issues.
In manufacturing, field service can mean coordinating internal maintenance processes efficiently and effectively, or sending a specialist to the customer site to resolve or document a problem. In industries where a company's products become integral parts of another company's production, field service can be the groundwork for the business itself.
What always matters is maintaining oversight, being able to respond quickly, and being a reliable point of contact for the customer across all communication channels.
We configure ServiceNow CSM (Customer Service Management), FSM (Field Service Management), SOM (Sales & Order Management), and MCO (Manufacturing Commercial Operations) for this reality: dealer inquiries reaching the right team, field service scheduling across distributed locations, and a service process where production data is part of the picture from the start.
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Coordination Layer
Manufacturing environments run on many specialized systems. ServiceNow enters as a coordination layer, connecting the individual disciplines seamlessly. Through carefully designed and closely aligned data structures, we build the foundations for processes that remain stable - even when new locations or production lines come on board.
This applies not only to customer-facing processes but also to internal operations. Data redundancies need to be avoided, permission models must scale across continents, and internal IT needs to be able to manage the platform independently.
IT Foundation is more than CMDB and ITSM - it is a mindset that matters in every module.
Let's talkQuality Is Just One Aspect
Quality management in manufacturing has many faces: on one hand, production waste must be kept to a minimum. When CNC data is not correctly programmed, quality will not meet requirements. Yet the quality of seemingly good products can deteriorate over their lifetime or even in transit. This is where customer service processes come in.
Integrated Risk Management also looks at quality - by monitoring and documenting ISO 9001 compliance, capturing resulting risks, and aggregating them alongside other risks and policies. Whether ISO standards, Supply Chain Act, EU AI Act, or ITAR - everything comes together transparently in one place.
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Case Studies
Projects we delivered for manufacturers and dealer networks.
Manufacturing Is Everywhere
Manufacturing is the backbone of every physical product we can hold in our hands - whether bread or bread machine, whether phone or processor, whether aircraft or turbine.
Reliable sales processes, fast customer service turnaround, on-site repair visits when needed, and visibility across the market - with ServiceNow CRM and its extensions, we put together the right configuration for every challenge.
And when international requirements cloud the picture - Supply Chain Act, EU AI Act, ITAR - ServiceNow IRM adds compliance and risk management on the same platform.
Let’s work together
Our team would love to hear from you.
+49 15252820037
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