Customer Service Automation · Enterprise Knowledge Search
CANCOM had siloed data across ERP, CRM, SharePoint, and other systems, which made it hard to streamline services, reuse enterprise knowledge, and give employees or customers consistent support.
Reported impact
CANCOM doubled assistant adoption in a year, deflected up to 80% of tickets across departments, and established one unified platform for employee and customer services.
CANCOM had siloed data across ERP, CRM, SharePoint, and other systems, which made it hard to streamline services, reuse enterprise knowledge, and give employees or customers consistent support. CANCOM implemented a ServiceNow-centered stack built around ServiceNow AI Platform, Technology Provider Service Management, Now Assist, and ServiceNow portal. Key components included ServiceNow AI Platform provides the common workflow and AI layer; Technology Provider Service Management runs service-provider onboarding and customer operations; Now Assist adds generative search, summarization, and drafting; ServiceNow portal serves self-service access for employees and customers. The stack also connected ERP, CRM, SharePoint, Microsoft Teams, and Slack so the workflows could reuse existing records, documents, and collaboration channels instead of forcing teams back into manual handoffs.
Requests enter through ServiceNow portal, are classified or summarized by Now Assist, and uses context from ERP, CRM, SharePoint, Microsoft Teams, and Slack before ServiceNow AI Platform and Technology Provider Service Management routes or fulfills the work. Updates then flow back to agents, account teams, or customers through the same connected experience.
Adding value for employees and customers into the future CANCOM is following a phased approach to developing value-added services based on the ServiceNow AI Platform
Finally, CANCOM enhances the platform by developing value-added services that extend ServiceNow’s capabilities, driving greater efficiency and innovation for businesses
Ulrich Mayr CIO, CANCOM Building a cohesive and streamlined digital environment CANCOM faced challenges due to siloed data across multiple systems, including ERP, CRM, and SharePoint, with limited integration between them
“This helps us gain trust internally, and with customers,” says Simon
“We envision having AI in each corner of our business, end-to-end
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