Many companies are struggling to recover their losses and streamline their business operations during the COVID-19 pandemic. Due to remote working and limited resources, it can become difficult for businesses to support various functions and processes such as day-to-day reporting, customer service management, ticket resolution, incident management, and issue escalation. This difficulty in managing business operations creates or adds to productivity and communication challenges among teams.
Keeping business operations running smoothly also becomes a challenge if functional departments use a different set of applications as these products typically do not speak to each other out of the box. As a result, this can lead to inefficiencies that can quickly escalate labor costs as data must be entered manually from one system to another, which can also lead to human errors.
This is where API and application integration solutions come to the rescue. Application and data integration and automation tools help businesses in improving efficiencies of different functions and departments by integrating different systems and automating processes between them.
There are many business processes that can be automated by integrating various enterprise applications. Integrating these applications to process specific events without manual intervention is one way in which businesses can do more with less and come out ahead during these tough economic times.
8 ServiceNow Integrations for Streamlining Business Operations
1. Workday® Integration with Active Directory (AD), ServiceNow, and PagerDuty to Automate Employee Onboarding
A common challenge organizations face is streamlining and automating the employee onboarding and offboarding process, and lifecycle events. Many companies fall into the trap of manually creating tickets in ServiceNow for IT teams to perform certain actions, such as to create or update user identities in Microsoft Active Directory, or provide employees with the systems and tools they need access to. For many companies, this process can take hours or even days to complete.
HR and IT teams can speed up this process from hours down to seconds by integrating Workday® or ADP to create and/or update user identities in Active Directory, create tickets in ServiceNow, and send out alerts through PagerDuty, Twilio, Nexmo, Slack, Outlook, or WhatsApp. This integration can also be set up directly from Workday® or ADP to create or update incidents in ServiceNow using simple drag-and-drop functions.
2. Expedite Customer Issues with Dynamics 365 CRM, ServiceNow, and Teams Integration
This integration between ServiceNow, Dynamics 365 CRM, and Microsoft Teams shows how customer issues can be expedited and resolved faster. Every time a new customer issue is reported in Microsoft Dynamics 365 CRM, a new incident gets created in ServiceNow, and the respective teams are notified in near real-time via Microsoft Teams. This integration can be created in minutes as shown from the video above and is a popular one used by Connect iPaaS customers.
3. ServiceNow Integration with Salesforce and Smartsheet for Incident Analytics
This integration between ServiceNow and Salesforce enables your operations team to provide faster response to incidents by creating an object in Salesforce for every new incident that occurs in ServiceNow. Further, this ServiceNow integration with Salesforce also extends its support to Smartsheet that helps automate record-keeping by adding a row in Smartsheet for new incidents reported. This helps in getting full visibility of incidents across departments and channels.
4. ServiceNow Integration with Microsoft Dynamics CRM, Salesforce, and Slack for Sales Automation
This ServiceNow integration with Dynamics CRM, Salesforce, and Slack enables businesses to automate the sales process by sharing leads received. In this integration, a new object is created in Microsoft Dynamics CRM when a lead is received, which further gets recorded in Salesforce for pursuing the lead jointly. Simultaneously, a new incident gets created in ServiceNow and a notification is sent to the team via Slack.
6. ServiceNow Integration with Outlook and WhatsApp For Instant Notification
This ServiceNow integration with Outlook and WhatsApp allows you to automate instant notifications to the IT support team for resolving urgent requests and tickets. In the video above, you can see a use case where a support team member is instantly notified via Outlook email upon new high priority incidents being logged in ServiceNow. Further, the workflow also notifies the team members via WhatsApp so that it helps in taking timely actions of urgent issues.
7. ServiceNow Integration with HubSpot and Slack for Quicker Customer Onboarding
This ServiceNow integration with HubSpot and Slack helps you automate and accelerate the process of customer onboarding as an when a new deal gets closed. The integration shows how a new incident gets created in ServiceNow with details like Deal Name, Description, Deal Amount, and User Email Address, upon closure of a new deal in HubSpot. The workflow further notifies the relevant support and sales team via Slack channel message with information like Closure Date, Email, and Description of the Deal. This automation thus leads to faster and easy onboarding of customers without any delay in the process.
8. Magento Integration with ServiceNow and Slack to Expedite Refunds
A lot of e-commerce and online stores find it cumbersome to process refunds and paybacks of customer orders for items returned as these can require a manual intervention of creating tickets for the support and accounts team. However, by utilizing the above integration between Magento and ServiceNow with Slack, you can automate the process of refunding in minutes.
As shown in the video, a new ServiceNow incident gets created for orders to be refunded in the Magento e-commerce platform. The information with details like order amount, first name, last name, and customer ID is sent to the respective team member via Slack to process the refund amount.
