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Overview of Manufacturing Commercial Operations

The Manufacturing Commercial Operations product offers a single platform to manage your sales, support, and service operations. You can manage the end-to-end life cycle of your products, promotions, and services. Key benefits of the Manufacturing Commercial Operations include:

Sales promotion campaign management: Manage campaigns with ease. Boost sales and related claims to compensate channel partners/dealers.
Recall campaign management: Plan, launch, and monitor product recall campaigns. Resolve claims related to product recalls.
Repair (recall and warranty) claims: Submission and approval of repair claims for both warranty and recall. Post-sales service through product recall campaigns, Warranty, and recall related claims management.
Pre-authorization request: Submission and approval of pre-authorization requests to verify the coverage of specific parts, fees, or repairs under an existing warranty or service contract.
Dealer portal: Access real-time information about the ongoing and upcoming product recall and sales promotions. Better engagement with the dealer and channel partner through the dealer portal.
Optimize the lead-to-cash cycle and increase revenue: Manage leads and opportunities from start to finish and map customer requirement to the best offers with Order Management. Launch complex products and services fast with configurable catalogs.
Quality issue management: Drive measurable quality and cost improvements by enabling structured issue intake, faster resolution, and prevention of recurring quality issues across the product life cycle.
Improve agility and savings with automated exceptions and disputes workflows: Automate the order exception and invoice dispute management processes by fusing customers, Original Entity Manufacturers (OEMs), channels, and partners with one system of engagement and action.
Manage the manufacturing ecosystem in real-time: Securely build business workflows across the ecosystem using Service Exchange. Manufacturers can adopt to new features, publish, and synchronize the product offerings to customers, suppliers, channels, and partners, all within one system of engagement.

Manufacturing Commercial Operations users

Tabela 1. Users
User	Description
Manufacturing Operations Admin	Access to all Manufacturing Commercial Operations features and tables. They can perform both dealer and OEM (Original Equipment Manufacturer) operations. They can add, remove, and, update the dealer members and assign the responsibilities to dealer members for approval or rejection of the claims.
Sales Promotion Manager	Member of the OEM marketing team. They can create, read, update, and cancel a sales promotion.
Claims Agent	Member of the OEM team. They can view, approve, recall, and reject claims.
Dealer Sales Agent	Create, view, update, and cancel a sales promotion claim case.
Dealer Operations Admin	Create, read, update, or cancel all the claims.
Recall Manager	Member of the OEM team. They can create, read, and update a recall campaign claim.
Recall Phase Owner	Member of the OEM team. They can update, publish, close, and cancel a recall campaign phase or sub-phase.
Dealer Service Advisor	Create, view, update, and cancel a repair claim case.
Warranty Specialist	Member of the OEM team. They can view, approve, send back, or reject pre-authorization requests.
Quality Issue Management Admin	They have default access to all the quality management features and tables.
Product Non-conformance Submitter	They can create, view, update and cancel a non-conformance case. They can create a correction action and add expense line to it.
Product Non-conformance Triager	Member of the OEM team. They can perform the following: NC Submitter abilities Review new submissions Check completeness Determine priority and severity Assign to resolvers They can update triage information but can’t perform remediation action.
Product Non-conformance Resolver	Member of the OEM team who has access to NC triager and owns NC execution. They can create, view, and update all NC-related tables.
Product Quality Investigation Member	Member of the OEM team who can edit PQI and PQI tasks. They can create remediation action plan, actions, and financial requests.
Product Quality Investigation Lead	Member of the OEM team. They can create, view, update, and cancel quality investigation and related tables. They can sign off the investigation and move it to closure.
Remediation Action Plan Approver	Member of the OEM team. They can review proposed action plan, record the approval decisions, and add comments on the plan.
Finance Approver	They can view all the tables. They can approve, reject, or send back the financial request, planned line charge, and expense line records.

Manufacturing Commercial Operations workflow

With Manufacturing Commercial Operations applications combined with ServiceNow® workflows, your organization can speed up revenue, improve profitability, and deliver exceptional customer and channel experiences.

Manufacturing Commercial Operations benefits

Tabela 2. Components
Benefit	Feature
Manage sales promotion campaigns and streamline collaboration with dealers to resolve claims. Support bulk upload of sales promotion claims. It's a playbook guided experience for OEM assessor to resolve claims.	Sales promotion
Manage collaboration with dealers to submit and resolve claims for repairs performed under warranty. Supports dealers to submit, edit, and track claims. It's a playbook-guided experience both dealer service advisor (submit the claims) and OEM claims agent to resolve claims.	Repair claims
Support creation of a recall campaign, manage it, and track it to closure.	Recall campaign
Reduce quality costs, accelerate issue resolution, and build customer trust through proactive and consistent quality management.	Quality issue management
Provide dealers a single unified experience to collaborate with New dealer portal. It's a guided experience to submit, edit, and track claims.	Dealer portal
Resolve customer issues and requests for your customers. By adopting a proactive customer service approach, you can increase your customer satisfaction and retention.	Customer Service Management See, Additional features
Manage order to cash operation processes. Provides agility to launch new services and subscriptions and capture up-sell and cross-sell revenue.	Order to cash operations See, Additional features
Self-service connectivity between multiple ServiceNow® instances within the enterprise and across the ecosystem. Improves collaboration across OEMs, B2B customers, suppliers, and other partners.	Service Exchange See, Additional features
Provide self-service capabilities, support requests on products, subscriptions, and services. Proactive, consistent, and real-time communication. Define the organization, hierarchies, and relationships with the end customers with Service Model Foundation capabilities.	Channel Support Operations See, Additional features

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Australia Manufacturing

Explore Manufacturing Commercial Operations

Overview of Manufacturing Commercial Operations

Manufacturing Commercial Operations users

Manufacturing Commercial Operations workflow

Manufacturing Commercial Operations benefits