ServiceNow tool moves firms off legacy CRM systems

ServiceNow released the Autonomous CRM Engine, an AI tool that moves a company from its CRM (software for customer data) to ServiceNow CRM. ServiceNow tells that the move is done in weeks, and not in the usual months or years. It gave no test results, and a buyer can see the time of the move before the buyer signs a contract.

How it works

The tool has 4 steps:

• It finds how the company uses its CRM, with its procedures, custom objects and connections.
• It makes a new system. ServiceNow tells that this is not a copy of the first one.
• It makes the approved changes and puts them into use.
• It monitors the live system for drift and incorrect adjustments.

The proof

Amit Zavery, president at ServiceNow, tells that customers who use the tool moved in months and not years, or in weeks and not months. Zavery gave no numbers. The first step shows the mapping and the time before a buyer signs a contract.

What is not known

Legacy vendors tell that they add AI. Zavery tells that their new parts are divided and do not work correctly together. Zavery gave no test data. Zavery tells that a change of staff is not a problem, but Zavery gave no data on this.

Insight: ServiceNow sells a preview of the move

Last year, ServiceNow CEO Bill McDermott told that CEOs must have “software losers”. At this time the first step of the tool shows the mapping and the time to move, before a contract. Zavery tells that high costs to change hold buyers back. This reads as a plan to remove the cost of exit that holds buyers with legacy CRM vendors. Monitor if they cut exit costs.