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Salesforce & ServiceNow Integration: How to Boost the Capabilities of Both Platforms

Following our in-depth guide on ServiceNow integrations, let’s see how top enterprise platforms can work together—starting with one of the most powerful combos: ServiceNow & Salesforce.

Here’s the deal: integrations are key to modern business success. As companies digitize their workflows, it’s common for departments to juggle multiple tools. But to make everything run smoothly, those tools need to seamlessly communicate, sharing what matters most—data that becomes actionable knowledge.

So Why Integrate Salesforce and ServiceNow?

Enterprise software is a big investment, and it should drive real results. But if your platforms aren’t fully integrated, you’re not getting the most out of them. Lack of integration wastes time, drains resources, and creates inefficiencies that slow your team down and disrupt the customer experience. By bringing Salesforce and ServiceNow together, you’re ensuring your investment delivers maximum value.

Integrations aren’t just about connecting systems and tools—they’re about connecting people. They allow teams to share knowledge across departments, helping everyone work more efficiently. Plus, they make sure your enterprise software delivers real value by driving customer satisfaction and boosting revenue.

So, What Makes Salesforce Stand Out?

It’s the go-to platform for managing customer relationships, tracking sales, and automating marketing workflows. Here’s what Salesforce does best for businesses:

Sales Management: Salesforce gives your sales team the tools to manage leads, close deals, and stay organized.

Marketing Automation: With Marketing Cloud, you can automate everything from email campaigns to social media engagement, ensuring no opportunity slips through the cracks.

Customer Engagement: Salesforce provides a unified view of each customer, allowing you to learn from their interactions and tailor your content accordingly.

What Makes ServiceNow Stand Out?

While Salesforce focuses on customer-facing operations, ServiceNow excels at managing back-end processes—keeping everything running smoothly behind the scenes. Since every department relies on digital systems, IT operations are crucial across the board, and that’s where ServiceNow steps in:

ITOM: Automates IT services to reduce downtime and boost efficiency.

Workflow Automation: From HR and finance to customer service, ServiceNow streamlines complex workflows, allowing teams to focus on delivering value.

Incident and Problem Management: Ready to act at a moment’s notice, ServiceNow helps minimize disruptions that could affect your bottom line.

Uniting Front, Middle, and Back Office with Salesforce & ServiceNow Integration

So, how do these two platforms complement each other? Salesforce handles your front-office operations, like managing customer relationships, sales, and marketing. It’s all about the customer experience—tracking leads, running campaigns, and resolving issues.

ServiceNow, on the other hand, works behind the scenes in the middle and back office, ensuring that internal operations support the customer-facing side of things. It automates workflows, manages IT infrastructure, and coordinates between departments to make sure customer requests are handled efficiently.

When integrated, Salesforce and ServiceNow create a seamless flow of information between your front, middle, and back office, helping your business run like a well-oiled machine.

TLDR:

CRM: Salesforce manages your customer relationships, sales processes, and marketing efforts—keeping your front office in tip-top shape.

CSM: ServiceNow takes over with customer service management, ensuring all customer interactions are tracked and resolved in the middle office.

ITSM: ServiceNow’s ITSM functionalities automate IT processes, ensuring your back office supports the rest of your operations smoothly.

Salesforce and ServiceNow Integration: What Are the Challenges for Customers and Businesses?

Of course, no integration is without its challenges, and it’s essential to be aware of what might come up:

Challenges for Your Customers:

Your customers find it hard to resolve issues on their own.

Customers get frustrated when they have to explain their issue to multiple people.

Your customers are tired of repeating the same information.

One problem often ends up needing multiple support tickets.

Challenges for Your Business:

You may lack the skills needed to integrate complex systems.

It’s challenging to get customer issues to the right team quickly.

You struggle to spot opportunities for cross-selling or upselling.

Your teams find it difficult to share knowledge across departments.

It’s hard to build customer loyalty when service isn’t seamless.

How to Integrate Salesforce and ServiceNow Using IntegrationHub

One of the easiest and most effective ways to connect Salesforce & ServiceNow is through IntegrationHub. It simplifies the integration process, cutting down on the need for complex coding—perfect for teams without deep technical experience.

Here’s how it works:

Pre-Built Spokes: IntegrationHub offers pre-built connectors (called spokes) specifically for Salesforce. These spokes handle actions like creating records, updating data, and syncing information, making integration setup and management quick and hassle-free. No need to start from scratch!

Customizable Actions: You can also tailor the integrations to your business needs, whether it’s syncing data, sending notifications, or updating records. The flexibility lets you adapt Salesforce and ServiceNow to work exactly how you need them to.

Other Ways to Connect Salesforce and ServiceNow

While IntegrationHub is a solid choice, there are other options to consider when integrating Salesforce & ServiceNow:

APIs: If you need something fully customized, both platforms offer powerful APIs. This method gives you total flexibility, though it does require a higher level of technical know-how and ongoing maintenance.

Middleware Solutions: Tools like Mulesoft act as middlemen between Salesforce and ServiceNow, streamlining data exchange and automation. These platforms offer ready-to-use connectors and an easy interface, so setting up integrations is a breeze.

Third-Party Integration Platforms: There are many other platforms out there that specialize in connecting cloud-based apps, providing even more ways to sync Salesforce and ServiceNow.

Why You Can Extend Your Business Capabilities: Complete and Extend Salesforce with ServiceNow

As we mentioned earlier, integration is like adding a bit of extra power to each platform. It works both ways. Salesforce becomes stronger. ServiceNow becomes stronger. And the customer journey is much more complete for your clients because by combining both ecosystems, you’ll have streamlined workflows, automations, and faster resolutions at every customer touchpoint.

When the front office communicates with the middle and back office, you ensure that data flows consistently and in real-time, giving everyone involved access to it and leaving your customers impressed with your service excellence.

Can Integrating Salesforce with ServiceNow Really Maximize Your ROI?

At the end of the day, every business decision comes down to ROI. Here’s how integrating Salesforce and ServiceNow can boost yours:

Reduce customer churn rate by improving their experience and reducing attrition.

Streamline operations and resolve issues faster, saving time and resources.

Identify and fix underlying problems, preventing recurring issues and cutting costs.

Anticipate and solve potential issues before they affect customers.

Empower customers with self-service tools, reducing the burden on support teams.

Speed up response times with AI-powered insights, enhancing satisfaction.

Reduce customer frustration by making sure information flows smoothly.

Drive more sales by spotting and acting on upsell and cross-sell opportunities.

Create great customer experiences that lead to word-of-mouth referrals.

The world of integration is always evolving, and we’re here to keep you in the loop. Keep an eye on our blog for the latest insights on how ServiceNow connects with other top platforms and tools, helping you stay ahead of the curve.

Looking to boost your ROI by integrating the platforms that drive your business? We specialize in taking your digital workflows to the next level with partnerships across ServiceNow, Salesforce, Oracle, and SAP.

Next Read: Why Is Enterprise Integration Key to Scaling AI? »

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Inclusion Cloud: We have over 15 years of experience in helping clients build and accelerate their digital transformation. Our mission is to support companies by providing them with agile, top-notch solutions so they can reliably streamline their processes.