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ServiceNow enables the manufacturing industry with AI solutions at Knowledge 2024
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ServiceNow enables the manufacturing industry with AI solutions at Knowledge 2024

May 10, 2024 11:39 am

 ServiceNow, an AI platform, showcased new solutions for the manufacturing industry at Knowledge 2024, including generative AI for Manufacturing Commercial Operations and Employee Centre Pro Kiosk, aiming to tackle supply chain disruption, long order fulfilment periods, and high turnover.

ServiceNow, an AI platform, has introduced new solutions for the manufacturing industry at Knowledge 2024. These include generative AI for Manufacturing Commercial Operations, which streamlines sales, service, support, and order-to-cash processes, and the Employee Centre Pro Kiosk, which provides desk-less workers with intelligent self-service experiences. These solutions address complex challenges such as supply chain disruption, long order fulfilment periods, changing client requests, invoicing disputes, high turnover, and manpower shortages. They integrate technology, processes, and people into a single, intelligent platform, reducing expenses and improving customer and employee experiences.

“ServiceNow is uniquely equipped to turn some of manufacturing’s biggest challenges into their greatest opportunities,” said Rohit Batra, general manager, manufacturing and telecommunications, media, and technology at ServiceNow. “ServiceNow’s latest innovations represent more than just tools that can increase productivity. They deliver critical capabilities that unlock better ways of working so that manufacturers can deliver exceptional customer service, increase revenue, and create positive employee experiences.”

Manufacturing Commercial Operations (MCO): A Solution for Manufacturers 

Manufacturing Commercial Operations (MCO) is a solution built on the Now Platform to simplify sales, support, service, and order-to-cash processes for manufacturers. It offers a single, AI-powered solution for order exceptions, dealer operations, customer service, order-to-cash operations, and product and quality management. MCO integrates seamlessly with existing systems, making work easier, faster, and more transparent. 

MCO improves sales management by enabling agents to identify customer needs and suggest relevant products or services, transforming service centres into profit drivers. For example, when a customer contacts a manufacturer for a non-production conveyer belt replacement, MCO uses AI to recommend a newer part, ensuring helpful service interactions and revenue. Digital workflows streamline manufacturers’ responses to issues, resulting in faster resolutions for customers and a more efficient and cost-effective service operation.

MCO integrates with ServiceNow Field Service Management, allowing manufacturers to provide proactive maintenance and dispatch technicians quickly to fix problems. This system logs equipment issues, deploys technicians with the necessary knowledge, and provides real-time updates on technicians’ mobile devices. This reduces downtime and improves efficiency in problem-solving. ServiceNow’s Service Bridge automates tasks like orders, exceptions, and cases, reducing manual work and streamlining communication. For example, a retailer can report a quality issue with a product, while the manufacturer can open, update, and complete the request, keeping the customer updated.

Desk-less Workers in Manufacturing: A Solution

Deskless workers, most often those who are working in a factory, in the field, or on the go, face a unique set of challenges, including infrequent access to company-wide information and self-service resources to complete company-related tasks that their desk-bound counterparts take for granted. For manufacturers, this includes vitally important production and distribution staff who may not have access to a company laptop or smartphone but deserve the same high-quality employee experiences. 

Employee Centre Pro Kiosk in Manufacturing

The Employee Centre Pro Kiosk is a self-service kiosk that offers a front door for manufacturing factory workers to access critical company information and applications. It allows employees to request time off, review benefits, ask payroll questions, and access the latest company news and information. This kiosk, part of ServiceNow HR Service Delivery, bridges the communication gap between employees and the company, ensuring they stay informed and receive support, improving employee engagement.

MCO and EC Pro Kiosk are ServiceNow’s most recent efforts to address major pain areas in the manufacturing value chain. In March, ServiceNow announced the acquisition of 4Industry and EY Smart Daily Management to accelerate industrial digital transformation through the digitization and automation of shop floor procedures. ServiceNow’s solutions, including Operational Technology Management, EAM, and EC Pro, enable a unified platform for supporting manufacturing assets, people, and processes.

Infosys Launches an MCO Partnership with ServiceNow

Infosys:

Infosys, a global leader in next-generation digital services and consulting, is MCO’s launch partner, providing experience to assist manufacturing firms in delivering value swiftly.

“Today’s manufacturing industry requires solutions that can bring together people, processes, and systems all under one platform,” said Balakrishna D. R. (Bali), Executive Vice President, Global Services Head, AI and Industry Verticals, Infosys. “Through our proficiency in smart manufacturing, enabled by our rich set of cloud and AI capabilities from Infosys Cobalt and Infosys Topaz, and with the Now Platform’s AI-powered capabilities, we aim to help manufacturers streamline their business processes in the sales, support, and service functions. We are excited to work with ServiceNow to deliver connected and efficient solutions that drive real results.”

Tyson Foods:

“At Tyson Foods, we have a profound commitment to nurturing an environment where every team member feels valued, supported, and empowered. That requires technology to support a large and diverse workforce that spans multiple locations and personas,” said Robin Rogers, HR technology leader at Tyson Foods. “ServiceNow’s AskHR portal has been instrumental in revolutionising how our team members on the plant floor access HR services. By providing self-service capabilities and incorporating features like multilingual case management, we’re ensuring our employees receive the support they need, when they need it—breaking down organisational barriers and fostering a more efficient and connected workforce.”

For more information : www.servicenow.com.

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