--- sourceDocument: Yokohama Manufacturing sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/manufacturing Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Manufacturing ft:clusterId : - mftg bundleId : - mftg workflow : - Customer and Industry --- # Exploring Manufacturing Commercial Operations # Exploring Manufacturing Commercial Operations {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Manufacturing Commercial Operations The Manufacturing Commercial Operations solution provides a unified platform to manage sales, support, and service operations throughout the entire lifecycle of products, promotions, and services. It helps organizations accelerate revenue generation, enhance customer and channel partner experiences, and reduce operational costs by streamlining commercial processes. Show full answer Show less ## Key Features * **Sales Promotion Campaign Management:** Easily create and manage sales promotion campaigns, including bulk claim uploads, to boost sales and handle compensation for channel partners and dealers. * **Recall Campaign Management:** Plan, launch, monitor, and close product recall campaigns while managing related claims efficiently. * **Repair Claims Management:** Support submission, approval, and tracking of repair claims for warranty and recall cases through a guided, playbook-driven experience for both dealers and OEM claim agents. * **Dealer Portal:** Offers dealers real-time access to ongoing and upcoming promotions and recalls, enabling better engagement and streamlined claim submissions and tracking. * **Lead-to-Cash Optimization:** Manage leads and sales opportunities comprehensively with configurable product catalogs and automated workflows to increase revenue and improve order management agility. * **Automated Exception and Dispute Handling:** Facilitate order exception and invoice dispute processes by integrating customers, OEMs, channels, and partners into a single system of engagement. * **Manufacturing Ecosystem Management:** Use Service Exchange to securely build workflows and synchronize product offerings in real-time across customers, suppliers, channels, and partners. ## User Roles The solution defines specific roles such as Manufacturing Operations Admin, Sales Promotion Manager, Claims Agent, Dealer Sales Agent, Dealer Operations Admin, Recall Manager, Recall Phase Owner, and Dealer Service Advisor. Each role has tailored access and responsibilities for managing campaigns, claims, and dealer interactions to ensure effective collaboration and operational control. ## Benefits * **Streamlined Campaign and Claims Management:** Enhance collaboration between OEMs and dealers with guided experiences and bulk claim processing. * **Improved Customer Service:** Drive higher customer satisfaction and retention through proactive issue resolution supported by Customer Service Management capabilities. * **Enhanced Order-to-Cash Processes:** Accelerate service launches and capture more revenue opportunities with agile order management. * **Robust Ecosystem Collaboration:** Improve communication and coordination across all stakeholders via Service Exchange and Channel Support Operations. ## Practical Impact for ServiceNow Customers By implementing Manufacturing Commercial Operations, ServiceNow customers can expect to unify and automate commercial activities, reduce manual overhead, and provide transparent, real-time engagement across the manufacturing sales and service ecosystem. The solution supports efficient campaign execution, claim resolution, and dealer collaboration, thereby helping organizations boost profitability and deliver differentiated market experiences. Learn how the  Manufacturing Commercial Operations solution can help your organization to speed up revenue and create differentiated customer and channel experiences while reducing operations costs. ## Overview of Manufacturing Commercial Operations {#manufacturing-explore__section_cb2_3df_gbc} 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. 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. 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 {#manufacturing-explore__section_y1k_3lt_q2c} {#manufacturing-explore__table_jlz_lyt_q2c__entry__2} | 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. {#manufacturing-explore__ul_ac1_mz3_cfc} | | Sales Promotion Manager | * Member of the OEM marketing team. * They can create, read, update, and cancel a sales promotion. {#manufacturing-explore__ul_zjx_mz3_cfc} | | Claims Agent | * Member of the OEM team. * They can view, approve, recall, and reject claims. {#manufacturing-explore__ul_zsz_nz3_cfc} | | 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. {#manufacturing-explore__ul_klp_rtj_3fc} | | Recall Phase Owner | * Member of the OEM team. * They can update, publish, close, and cancel a recall campaign phase. {#manufacturing-explore__ul_ct5_jpx_rfc} | | Dealer Service Advisor | Create, view, update, and cancel a repair claim case. | [Table 1. Users] {#manufacturing-explore__table_jlz_lyt_q2c} ## Manufacturing Commercial Operations workflow {#manufacturing-explore__section_djd_2qs_k2c} With Manufacturing Commercial Operations applications combined with ServiceNow® workflows, your organization can speed up revenue, improve profitability, and deliver exceptional customer and channel experiences. Figure 1. Manufacturing Commercial Operation workflow ## Manufacturing Commercial Operations benefits {#manufacturing-explore__section_q45_btc_3fc} {#manufacturing-explore__table_atr_j5s_k2c__entry__2} | 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](https://servicenow-prod.fluidtopics.net/JkmeYLdqSs~NhFep838XyQ "Original equipment manufacturers (OEMs) come up with sales promotions (discounts) based on specific criteria or targeted promotions to a set of customers. After the OEM proposes a sales promotion, the channel partner extent these promotions and discounts to the end customers during sales transactions. the OEM must reimburse the additional discounts or offers provided by the dealers during the sales process​.") | | 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](https://servicenow-prod.fluidtopics.net/gas7ATOfks7nMvZhMbadsQ "In the Repair claims workflow, the customer approaches the dealer with issues related to one or more products. The dealer diagnoses and fixes the issue​ and raises the reimbursement for the repair work performed.") | | Support creation of a recall campaign, manage it, and track it to closure. | [Recall campaign](https://servicenow-prod.fluidtopics.net/hJeHkDXrzsGJ70EhBxHxZg "A recall process is a structured procedure launched by Original Equipment Manufacturers (OEM) to fix defects or issues in their manufactured products that are sold to the customers. Dealers can submit repair claims for work performed as part of recall campaigns, while OEM assessors benefit from a playbook-guided experience that simplifies and standardizes claim resolution.") | | Provide dealers a single unified experience to collaborate with New dealer portal​. It's a guided experience to submit, edit, and track claims​. | [Manufacturing Commercial Operations Dealer portal](https://servicenow-prod.fluidtopics.net/snS4BBefN7iXMPrXK0fh_Q "The dealer portal enables the OEM and Dealers to engage in the post-sales customer service requirements like claim submission, product recall announcements, customer service requests. It enables dealers to efficiently manage day-to-day business operations. The portal also provides real-time data insights, enabling proactive monitoring and informed decision-making.") | | 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](https://servicenow-prod.fluidtopics.net/rX046aWoc~RWmUau1w3WDA "Manufacturing Commercial Operations supports additional features to enhance the product capabilities.") | | 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](https://servicenow-prod.fluidtopics.net/rX046aWoc~RWmUau1w3WDA "Manufacturing Commercial Operations supports additional features to enhance the product capabilities.") | | 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](https://servicenow-prod.fluidtopics.net/rX046aWoc~RWmUau1w3WDA "Manufacturing Commercial Operations supports additional features to enhance the product capabilities.") | | 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](https://servicenow-prod.fluidtopics.net/rX046aWoc~RWmUau1w3WDA "Manufacturing Commercial Operations supports additional features to enhance the product capabilities.") | [Table 2. Components] {#manufacturing-explore__table_atr_j5s_k2c} **Related concepts** * [Domain separation for Manufacturing Commercial Operations](https://servicenow-prod.fluidtopics.net/0z4CfXeLh0tmTx_dn~xS5g "Domain separation is supported for Manufacturing Commercial Operations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.")