Explore Manufacturing Commercial Operations
Learn how the Manufacturing Commercial Operations helps your organization accelerate revenue, improve customer experiences, and reduce operational costs.
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
Create and manage sales promotion campaigns. Process and resolve related claims for channel partners and dealers.
Recall campaign management
Create, launch, and track product recall campaigns. Manage and resolve recall-related claims.
Repair (recall and warranty) claims
Submit and approve repair claims for warranty and recall campaigns. Streamline post-sales service across warranty claims and recall operations.
Pre-authorization request
Submit and approve 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 lead-to-cash operations
Manage leads and opportunities from initial contact to close using order management and configurable catalogs. 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, ServiceNow® Original Equipment Manufacturers (OEMs), channels, and partners with one system of engagement and action.
Manufacturing Commercial Operations users
| Role | Persona | Description |
|---|---|---|
| Admin | Manufacturing Operations Admin\[sn\_mfg\_cmn.manufacturing\_operations\_admin\] | Manage all OEM and dealer operations and configurations. |
| OEM | Sales Promotion Manager\[sn\_sales\_prm\_mgmt.sales\_promotion\_manager\] | Create, read, update, and cancel a sales promotion. |
| OEM | Claims Agent\[sn\_claim\_cmn.claims\_agent\] | View, approve, recall, and reject claims. |
| OEM | Recall Manager\[sn\_rcl\_claim\_mgmt.recall\_manager\] | Create, read, and update a recall campaign claim. |
| OEM | Recall Phase Owner\[sn\_rcl\_claim\_mgmt.recall\_phase\_owner\] | Update, publish, close, and cancel a recall campaign phase or sub-phase. |
| OEM | Warranty Specialist\[sn\_claim\_cmn.warranty\_specialist\] | View, approve, return, or reject pre-authorization requests. |
| Dealer | Dealer Sales Agent\[sn\_dealer\_mgmt.dealer\_sales\_agent\] | Create, view, update, and cancel a sales promotion claim case. |
| Dealer | Dealer Operations Admin\[sn\_dealer\_mgmt.dealer\_operations\_admin\] | Create, read, update, or cancel all claims. |
| Dealer | Dealer Service Advisor\[sn\_dealer\_mgmt.dealer\_service\_advisor\] | Create, view, update, and cancel repair claim cases. |
| Role | Persona | Description |
|---|---|---|
| Admin | Quality Issue Management Admin\[sn\_mfg\_qm.admin\] | Full access to all Quality Issue Management \(QIM\) features, tables, and configuration. |
| OEM | Product Non-conformance Triage\[sn\_mfg\_qm.triager\] | Review new submissions, check completeness, determine priority and severity, assign to resolvers, and update triage information. |
| OEM | Product Non-conformance Resolver\[sn\_mfg\_qm.resolver\] | Work the full PNCC playbook: correction, impacted assets, containment, and closure. Create Quality Investigations. |
| OEM | Product Quality Investigation Member\[sn\_mfg\_qm.investigation\_member\] | Participate in PQI activities: create RCA tasks, classify causes, and create CAPA actions. |
| OEM | Product Quality Investigation Lead\[sn\_mfg\_qm.investigation\_lead\] | Create, view, update, and cancel a quality investigation and related records. Sign off the investigation and move it to closure. |
| OEM | Remediation Plan Approver\[sn\_mfg\_qm.remediation\_plan\_approver\] | Approve or reject remediation action plans before they are enacted. |
| OEM | Finance Approver\[sn\_mfg\_qm.finance\_approver\] | Approve Cost of Poor Quality \(COPQ\) financial requests and expense lines. |
| Dealer | Product Non-conformance Submitter\[sn\_mfg\_qm.submitter\] | Create, view, update, and cancel a non-conformance case. Create a correction action and add expense lines to it. |
Manufacturing Commercial Operations workflow
The Manufacturing Commercial Operations applications combined with ServiceNow® workflows help organizations manage sales, support, and service operations effectively.
Manufacturing Commercial Operations unifies operational domains on a single platform, enabling organizations to achieve:
- End-to-end visibility across all operations
- Automated workflows that reduce manual intervention
- Proactive service delivery through predictive insights
- Seamless collaboration between dealers, service providers, and customers
- Revenue optimization by converting service events into sales opportunities
Manufacturing Commercial Operations benefits
| Benefit | Feature | Persona |
|---|---|---|
| Create, manage, and resolve sales promotion campaigns. Support bulk uploads for dealer collaboration. | Sales promotion | Sales Promotion managerDealer Sales Agent |
| Manage warranty claims with dealers. Support dealers to submit, edit, and track claims. Streamline resolution for both dealer service advisors and OEM claims agents. | Repair claim | Claims AgentDealer Operations Admin |
| Create, manage, and track recall campaigns to closure. | Recall campaign | Recall ManagerRecall Phase Owner |
| Reduce quality costs and accelerate issue resolution. Build customer trust through proactive quality management. | Quality issue management | Product Non-conformance Triage Product Non-conformance Resolver Product Quality Investigation Member Product Quality Investigation Lead |
| Provide dealers a unified experience to submit, edit, and track claims through the dealer portal. | Dealer landing page | Dealer Sales Agent Dealer Operations Admin |
Extended capabilities
MCO works with other ServiceNow modules to extend your operational capabilities.
| Benefit | Feature |
|---|---|
| Resolve customer issues and requests. Use a proactive service approach to increase customer satisfaction and retention. | Extended capabilities |
| Manage order to cash operations. Launch new services and subscriptions. Capture up-sell and cross-sell revenue. | Order to cash operations See, Extended capabilities |
| Provide self-service capabilities and support requests for products, subscriptions, and services. Use Service Model Foundation \(SMF\) to define organization hierarchies and customer relationships. | Channel Support Operations See, Extended capabilities |