Why You Need ServiceNow and Salesforce Integration?

The two most popular CRM platforms are Salesforce and ServiceNow. Each is valuable in its own right, but when combined, […]

Why You Need ServiceNow and Salesforce Integration?

The two most popular CRM platforms are Salesforce and ServiceNow. Each is valuable in its own right, but when combined, they become a powerful player. You can take the staff and customer experience to the next level by combining Salesforce with ServiceNow.  

While Salesforce is a cloud-based customer relationship management system that makes it easy to keep track of client behaviors. ServiceNow, on the other hand, is an IT platform that enables the creation of apps. You may use ServiceNow to track your software subscriptions and recover unused licenses by integrating them with Salesforce. It also allows you to concentrate on the most important tasks at hand by shortening the time it takes for customers to respond. The ServiceNow Salesforce Integration connects your ServiceNow instance to Salesforce Cloud and Salesforce Service Cloud. 

In this article of our blog series, we will discuss the essential features and the relevance of ServiceNow and Salesforce integration. So, hop into the ride to see how ServiceNow and Salesforce Integration can benefit your company.  

Salesforce and ServiceNow Integration- Why You Need It ?

Salesforce and ServiceNow integration make everyday operations simpler by ensuring that sales, finance, support, and organizational data are all in sync. Salesforce has the ability to communicate data to other systems, such as ServiceNow for customer service or finance systems for employment data. ServiceNow also updates its Salesforce accounts, ensuring that everyone is working with the most up-to-date information. 

The selection of tools and coordination amongst several functional teams play a significant role in providing excellent solutions in an Application Lifecycle Management (ALM) ecosystem. While system selection has an impact on a team’s productivity, cross-functional cooperation improves seamless communication between teams, allowing them to make better decisions faster. 

Companies may reduce cooperation hurdles between departments that are facing customers by connecting Salesforce and ServiceNow. It aids in the organization of customer priorities, streamlines customer communication, and speeds up the settlement of customer issues. 

So let us first get down to understanding more about Salesforce and ServiceNow before moving on to know about the benefits of their integration.  

About Salesforce 

Salesforce has been one of the most popular CRM platforms on the market in recent years, with its popularity rapidly increasing over the years. It is a cloud-based platform that provides clients with a better experience by providing them with sophisticated business apps for communication with other clients, prospects, partners, sales, and marketing services all over the world.   

Salesforce also provides for the planning and monitoring of sales and marketing campaigns, as well as the management of services utilizing analytical and relevant data. It is the most well-known and profitable CRM software company, with clients from a variety of industries. Salesforce also helps businesses automate operations and improve client interaction by sending personalized mail or phone calls. 

Salesforce key features 

Salesforce provides a variety of benefits that make it appealing to enterprises. Some of Salesforce’s most important features include the following: 

  • Leads: The goal of Salesforce’s lead nurturing process is to attract customers to your website, such as those with abandoned carts. It accomplishes this by delivering automated e-mails and newsletters to its customers. 
  • Dashboards: Salesforce allows clients to easily create dynamic dashboards and real-time reports. Salesforce’s dynamic dashboards display your company’s success based on important parameters like Market Trends and Customer behavior. 
  • Salesforce Mobile Applications: Salesforce’s mobile app allows users to operate from virtually any location. Users may also monitor the process during their journey, assign tasks, change responsibilities, and run reports. 
  • Salesforce Analytics: This helps individuals organize things in a logical and straightforward way, and allows you to see the data of your users. 

About ServiceNow  

Salesforce has been one of the most popular CRM platforms on the market in recent years, with its popularity rapidly increasing over the years. It is a cloud-based corporate platform that provides clients with a better experience by providing them with sophisticated business apps for communication with other clients, prospects, partners, sales, and marketing services all over the world.   

Salesforce also provides for the planning and monitoring of sales and marketing campaigns, as well as the management of services utilizing analytical and relevant data. It is the most well-known and profitable CRM software company, with clients from a variety of industries. Salesforce also helps businesses automate operations and improve client interaction by sending personalized mail or phone calls. 

Salesforce now promotes Customer 360 as an all-encompassing platform that unifies sales, support, advertising, retail, and more into a single, unified customer view. Employees may work together to establish relationships and provide tailored experiences with this integrated CRM platform, which is powered by AI. The platform has been hard at work on improving its technology platform to make it easier to integrate with other popular business software. The Salesforce AppExchange has a lot of apps in categories including ERP, BI, office efficiency, communication, and general cloud computing.  

ServiceNow key features 

IT operations management – ServiceNow makes it possible to map corporate services using a traffic-based system. This is based on network traffic and machine learning for efficiency.

IT business management – This feature enables a portfolio management system for technology that is similar to that used in finance.

IT Service Management – The ServiceNow reporting feature is done through its information technology service management in such a way that virtual help for its various users may be experienced without any issues.

Security – The ServiceNow tool also aids in security operations by displaying software that hasn’t been installed by the user. This functionality also aids in detecting attacks aimed at breaching the network or stealing sensitive data, primarily through emails or attachments sent across the web.

ServiceNow and Salesforce: What Are Their Similarities?  

ServiceNow and Salesforce are comparable in that they both provide CRM and sales functionality. Salesforce has a more comprehensive feature set in CRM and sales management than ServiceNow. 

They both provide viewpoints on the customer’s journey. As a result, a company may easily implement both platforms. While they all supply useful information, they do it from various perspectives. As a result, the regions where the two can compete directly are very limited.   

ServiceNow and Salesforce: What are the Differences? 

Both in terms of the overall product and how they approach customer experience, ServiceNow and Salesforce are significantly different. Back-end IT management is ServiceNow’s bread-and-butter. It manages the numerous functions required to keep enterprise IT running smoothly. Salesforce, on the other hand, makes no attempt to compete in that market. CRM, sales, marketing, and the whole customer experience are the focus of the company. 

The easiest approach to appreciate the difference between ServiceNow and Salesforce when it comes to customers is to look at the attention, they place on them. The customer is where Salesforce begins and finishes. The client and the actions they take to discover, assess, and acquire products are at the center of everything. Demographics, marketing, product selection, upselling, cross-selling, and retention are all areas where artificial intelligence is applied. Everything is linked together, including marketing efforts and sales outreach. 

ServiceNow takes a unique approach to customer service. Its platform defines and streamlines workflows that move across marketing, sales, and service to orchestrate the numerous apps and systems that make up the customer journey.   

Salesforce ServiceNow Integration- Why Do You Need it?  

Both of these platforms can handle large amounts of data, which makes it easier for teams to complete their jobs. 

If they share this information, they may be able to improve their overall business goals. Salesforce customer synopses, reviews, and queries are available to ServiceNow customer support teams. Furthermore, Salesforce allows the sales staff to keep track of reported cases by key clients. 

Duplication and inefficiency can occur when the same information is needed by both teams but is stored on distinct platforms. As a result, sharing this data will assist various teams in gathering and collating crucial data within their respective platforms. Manually entering data, on the other hand, would consume too much time, and even result in inaccuracy or data duplication. 

Teams can provide better customer support and an improved end-to-end customer experience by automating and presenting this information in real-time. To communicate information, the teams will not even have to leave their platforms or switch between applications. A Salesforce ServiceNow integration can assist teams in doing all of this with the least amount of effort. 

Relevant information can also be filtered and sent between teams with such integration in place. For example, a sales team may be solely interested in the status of incidents raised by significant clients and not in the incident’s technical details. Similarly, support may only want to see technical insights that will help them address situations quickly, rather than personal information about consumers. 

You may combine your CRM data with your Support Center, Asset Tracking, and IT Managed Services systems by integrating Salesforce with ServiceNow. You may also easily link Salesforce with your Customer Service, Marketing, and Service portals. Three instances of how the integration works are as follows:    

Integrate Files easily from Salesforce to ServiceNow: Salesforce is the major center for customer support and data for many businesses. Every time a new case is created in Salesforce, it will also be created in ServiceNow with this customization.   

Connecting ServiceNow and Salesforce Accounts: If one system is dedicated to sales and marketing and the other to service management, your account information can be maintained in both systems.  The different applications are kept in alignment with this customization, ensuring that accounts are accurate across all platforms. 

 Integrate Tasks from Salesforce to ServiceNow: Syncing Salesforce and ServiceNow for project management will ensure consistency in the tasks across both applications.   

Benefits of Integrating Salesforce and ServiceNow  

Salesforce Data in ServiceNow – Easily examine all of your CRM data in ServiceNow to help you solve customer problems more effectively.

Improve CSAT – Provide a more responsive service experience to improve customer satisfaction.

Real-time Sales Data — Get real-time access to the most up-to-date sales data so you can better manage customer interactions.

But it is important to remember that when setting up a ServiceNow Salesforce interface, it’s critical to pick the correct tool for the job. This can assist you in better realizing the benefits of your integration.  

Bottom Line   

Business owners who are looking to increase productivity and efficiency can benefit from a Salesforce ServiceNow integration. In this way, they can collect and collate their ever-increasing amounts of information more efficiently. They will be able to exchange important and accurate information automatically and efficiently. 

While the Salesforce and ServiceNow Integration offers all-around efficiency and productivity within operations, it is very crucial to understand that every integration case is unique. It is crucial that your tool understands your integration scenario well and adapts to it seamlessly. 

So, if you want to boost efficiency with Salesforce and ServiceNow integration- 

You will find the right solutions for integration right here at Webuters and provide real-time visibility into the work and priorities of the sales and support teams. 

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