ServiceNow and Devoteam Collaborate to Reshape CRM in Europe and the Middle East Recently, ServiceNow, a renowned technology company, and Devoteam, an AI-driven technical consulting firm, announced a multi-year strategic partnership aimed at accelerating CRM (Customer Relationship Management) modernization for businesses in Europe and the Middle East. This collaboration combines ServiceNow's robust AI platform and advanced CRM capabilities with Devoteam's extensive expertise in digital transformation, offering a comprehensive solution to optimize interactions between customers, support agents, and sales teams. IDC projects that the CRM market in Europe, the Middle East, and Africa (EMEA) will reach $39.24 billion by 2027. Leveraging this significant growth potential, the partnership seeks to drive innovation, enhance operational efficiency, and uncover new avenues for business growth. Devoteam will utilize its deep technical knowledge of ServiceNow's platform, particularly in Customer Service Management (CSM) and Field Service Management (FSM) modules, to automate customer data insights and refine every customer interaction point. Sebastien Chevrel, Devoteam Group Managing Director, commented, “Increasing customer expectations present both challenges and opportunities. We are honored to work with ServiceNow to help our clients strengthen their overall CRM strategies during each interaction. By integrating best-in-class CSM and FSM, we will accelerate value delivery and maintain leadership in the rapidly evolving AI landscape.” Cathy Mauzaize, ServiceNow’s EMEA President, emphasized, “Devoteam has been a long-standing partner, always helping our clients harness the full potential of the ServiceNow platform. This alliance will enable us to rapidly expand CRM innovation across Europe and the Middle East, leveraging ServiceNow’s AI platform and Devoteam’s specialized services to achieve remarkable business outcomes.” Devoteam and ServiceNow have a longstanding relationship, with Devoteam recently earning the "Elite Consulting and Implementing Partner" and "Customer Workflows Partner" awards. Devoteam has played a crucial role in ServiceNow's CRM strategy, successfully supporting major enterprises such as St. Maiklu, Husqvarna, and Konica Minolta. These success stories have solidified Devoteam's position as a top-tier partner in the CRM ecosystem. Vodafone Business and ServiceNow Partner for Next-Generation Service Management Shortly after, Vodafone Business and ServiceNow announced a five-year strategic collaboration to launch a new generation of service management solutions powered by advanced AI technology. The goal of this partnership is to deliver a seamless and proactive support experience for millions of enterprise customers. The innovative AI capabilities of the ServiceNow platform will enable Vodafone to more efficiently address customer inquiries, detect and resolve service anomalies, and deploy new tools. The new solution extends support to both fixed and mobile connectivity products offered by Vodafone Business, along with emerging digital services, providing a highly personalized user experience. The platform offers a unified view of customer networks and applications, whether they are local or span multiple regions, allowing Vodafone to respond more quickly and accurately to service requests and issues. This enhanced service management system will leverage AI at its core, using machine learning (ML) and agent AI to perform intelligent, context-aware operations throughout the entire service lifecycle. Marika Auramo, Vodafone Business CEO, stated, “Our collaboration with ServiceNow has led to the development of a highly programmable and adaptive AI solution that aligns with the digital age. AI enables us to meet the diverse connectivity needs and digital transformation goals of businesses of all sizes more effectively.” Paul Smith, President of Field and Customer Operations at ServiceNow, added, “This partnership brings together the strengths of both companies, offering a more proactive and holistic service perspective. Our jointly developed AI-based solutions will assist service providers in keeping up with changing customer expectations.” The partnership enhances Vodafone’s service assurance capabilities, predicting, minimizing, and managing service disruptions. The platform's rapid data analysis and reporting features allow customers to maintain connectivity, monitor cloud storage resources, and identify network threats. Additionally, Vodafone's Enhanced Service Management (ESM) software code will be exclusively licensed to ServiceNow for integration into the Technology Service Operations Management (TSOM) suite, ensuring a consistent service experience across all Vodafone Business touchpoints, including online chat, email, and support calls, all managed by Vodafone’s operational teams. Key benefits of this collaboration include the automation of costly and repetitive tasks for Vodafone Business’s customer support and technical staff, reducing case volumes and freeing up valuable time. The platform will also facilitate the adoption of new digital services by small and medium-sized enterprises (SMEs) through an integrated self-service portal. Vodafone Business has been instrumental as one of ServiceNow's initial partners in the development of these solutions. Looking ahead, both companies plan to deepen their cooperation, continuously innovate, and improve the global enterprise customer experience. Industry experts praised both partnerships, noting that they represent significant steps towards digital and intelligent transformation in their respective sectors. For Vodafone, this initiative is part of its broader strategy to improve lives, enhance businesses, and promote inclusive and sustainable societies, aligning with the company’s long-term development goals. Company Profiles Devoteam: Founded nearly 30 years ago, Devoteam is a leading technology consulting firm with a focus on cloud platforms, cybersecurity, data management, and sustainability. The company boasts 900 certified ServiceNow consultants worldwide, operating in 20 countries to deliver high-quality solutions that optimize workflows, enhance user experiences, and drive business results. ServiceNow (NYSE: NOW): ServiceNow is a pioneer in applying AI to various industries, connecting people, processes, data, and devices to boost productivity and maximize business outcomes. The company provides a wide array of digital transformation tools, helping clients streamline operations and improve user experiences. Vodafone: Vodafone is a leading service provider in Europe and Africa, serving over 340 million customers across 15 countries and partnering with mobile network operators in more than 45 markets. The company has a strong presence in IoT (Internet of Things) and is committed to using technology to improve lives and businesses while promoting inclusivity and sustainability. These strategic alliances underscore the commitment of both Devoteam and Vodafone to leverage cutting-edge AI technologies and ServiceNow's platform to drive meaningful business transformations and enhance customer experiences in the European and Middle Eastern markets.