Empower Your CX Strategy: How the ServiceNow & Boomi Partnership Elevates AI-Powered Self-Service

Today’s customers expect fast, intuitive solutions right at their fingertips.

In fact, 60% now prefer using self-service tools for routine tasks over contacting live agents⁽ⁱ⁾.

For businesses, this shift not only meets customer expectations but also drives a significant impact – companies have reported a 45% boost in customer satisfaction (CSAT) after adopting self-service platforms⁽ⁱⁱ⁾.

However, seamless self-service goes beyond just launching a portal.

It requires a robust platform like ServiceNow to streamline customer interactions by efficiently managing requests, incidents, and problems – all in one place – leading to faster resolutions and improved satisfaction.

Boomi complements this by integrating various systems and data sources, enabling real-time information sharing and personalized interactions that foster loyalty.

These two platforms have recently partnered to deliver end-to-end automation for enterprises, helping organizations streamline processes, reduce costs, and elevate customer satisfaction.

Together, they empower businesses to:

• Enhance customer experiences with intuitive self-service.
• Eliminate data silos by connecting disparate systems for real-time insights.
• Scale operations with AI-driven automation for greater efficiency.
• Deliver personalized support through unified platforms for seamless interactions.

In this blog post, we’ll explore how integrating ServiceNow and Boomi can revolutionize customer support and drive measurable business outcomes.

ServiceNow and Boomi Join Forces for AI-Powered Self-Service

On July 24, 2024, ServiceNow and Boomi unveiled a strategic partnership poised to revolutionize customer experiences through advanced AI and automation.

With this partnership, businesses can enhance their customer support and self-service functions by leveraging ServiceNow’s AI-powered Technology Provider Service Management (TPSM). This integration can optimize internal workflows, break down silos, and foster collaboration through intelligent automation.

Furthermore, businesses can simplify workflow management and improve user experiences by integrating Boomi’s workflows with its Master Data Hub via ServiceNow’s App Engine. Boomi’s API Management (APIM) solution, now part of ServiceNow’s Automation Engine, provides comprehensive visibility over the API environment, facilitating discovery, provisioning, and security.

Through this partnership, both Boomi and ServiceNow customers can achieve transformative business improvements.

Why the ServiceNow & Boomi Partnership is a Game-Changer

Integrating ServiceNow with Boomi can transform business-customer interactions, delivering a more efficient, personalized, and AI-driven experience.

By leveraging Boomi’s integrations, businesses can enhance the ServiceNow platform’s capabilities, unlocking additional value and streamlining operations across departments.

Key benefits of this partnership include:

• AI-Powered Self-Service: Integrating ServiceNow’s AI-driven Technology Provider Service Management (TPSM) with Boomi’s platform enables businesses to offer more intelligent and personalized self-service options for their customers.
• Improved Customer Support: Utilizing ServiceNow’s App Engine through Boomi will streamline customer support processes, reduce response times, and boost overall customer satisfaction.
• Enhanced Operational Efficiency: The partnership eliminates silos and simplifies internal processes, driving operational efficiency and reducing manual work.

In addition to these benefits, the partnership between ServiceNow and Boomi offers several other advantages, including:

Fast-Tracking Your Integrations

Boomi accelerates the deployment of ServiceNow integrations compared to traditional middleware or custom-coded solutions. With its low-code, cloud-native platform, teams can expedite project timelines, reduce complexity, and connect various systems to ServiceNow swiftly without extensive manual effort.

Maintaining Data Accuracy

Ensuring data consistency is crucial when integrating multiple systems. Boomi guarantees that data flowing between ServiceNow’s Configuration Management Database (CMDB) and other linked applications remains accurate, up-to-date, and reliable. This minimizes discrepancies, enhances decision-making, and ensures smooth enterprise operations.

Ensuring Enterprise-Wide Connectivity

Boomi facilitates seamless integration between ServiceNow and essential enterprise systems like Human Capital Management (HCM), Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and Project Portfolio Management (PPM). Whether applications are cloud-based or on-premises, Boomi provides a unified platform to streamline workflows, boost productivity, and improve collaboration.

Strengthening Data Governance

Boomi supports robust data governance by simplifying the management of Governance, Risk, and Compliance (GRC) data. This ensures alignment with industry regulations such as HIPAA for healthcare data, supports HL7 data transformations, and meets FedRAMP standards for cloud security, reducing the burden of manual oversight while ensuring compliance.

Our Take on ServiceNow & Boomi Partnership

The strategic partnership between ServiceNow and Boomi represents a significant advancement in the enterprise landscape.

Boomi continuously monitors the network and automatically generates incidents in ServiceNow when incidents occur. ServiceNow utilizes AI to identify services and quickly notifies the appropriate teams. Additionally, it triggers change requests for remediation, streamlining the approval process. This integration minimizes manual effort, speeds up incident responses, and improves team coordination.

Scenario 1:

Let’s say a company uses ServiceNow to automate HR workflows such as onboarding and terminations.

Boomi acts as the integration platform, connecting ServiceNow with key systems like Active Directory, HRIS, and payroll.

Onboarding Process:
When a new employee is added to ServiceNow, Boomi triggers a series of automated actions:

• It creates a new user account in Active Directory, assigns necessary permissions, and updates relevant groups.
• Employee details are synced across the HRIS and payroll systems.
• Boomi ensures data consistency across all systems, minimizing discrepancies and delays.

Offboarding Process:
When an employee’s termination date is entered in ServiceNow, Boomi seamlessly manages the offboarding process:

• It revokes access to systems like email, collaboration tools, and corporate applications.
• HRIS and payroll systems are updated to reflect the termination, ensuring proper documentation and compliance.

By integrating Boomi with ServiceNow, the company can streamline its HR onboarding and termination processes, improve employee experience, and enhance operational efficiency.

Scenario 2:

Let’s say a company is using ServiceNow for IT Service Management and an Enterprise Resource Planning (ERP) system for financial and operational processes. The approval process for purchase orders (POs) involves multiple manual steps, including routing POs for approval, tracking approvals, and updating asset records. This process is time-consuming and prone to errors.

A purchasing agent in the ERP system creates a new purchase order for a piece of equipment.

Boomi triggers when the PO is created and:

• Extracts relevant data from the ERP system such as PO number, vendor, and equipment details.
• Sends this data to ServiceNow, creating a new incident or task related to the PO approval.

Approval Workflow in ServiceNow:

• The incident or task is automatically assigned to the appropriate approvers based on predefined rules.
• Approvers can review the PO details, provide comments, and approve or reject the request within ServiceNow.

Boomi Integration:

• When a PO is approved in ServiceNow, Boomi updates the ERP system with the approval status.
• If the PO is approved, Boomi also triggers the asset management process in the ERP system, creating a new asset record for the purchased equipment.
• The asset record includes details like asset name, serial number, location, and depreciation schedule.

By leveraging Boomi to connect ServiceNow and its ERP system, the company can significantly improve the efficiency of its PO approval and asset management processes, leading to cost savings, increased productivity, and better compliance.

Conclusion

The strategic partnership between ServiceNow and Boomi is set to revolutionize enterprise operations by streamlining business processes, cutting costs, and enhancing customer satisfaction.

By combining ServiceNow’s cutting-edge AI platform for business transformation with Boomi’s expertise in intelligent integration and automation, this collaboration will offer seamless self-service solutions.

ServiceNow’s TPSM and Boomi’s next-gen API management capabilities will work together to provide comprehensive visibility into API ecosystems, refine customer support, and strengthen governance.

Statistics References:

⁽ⁱ⁾ Salesforce
⁽ⁱⁱ⁾ Service Target