For: Manufacturers, retailers and distributors · Built on: ServiceNow CRM (Customer Service Management and Field Service Management)
Run after-sales on a record, not on memory.
Connected After-Sales runs warranty, annual maintenance contracts (AMC), complaints and paid service on one customer and asset record. Every product you sell is serviced, renewed and learned from.
The problem, in numbers (industry benchmarks): 3–15% of warranty spend lost to fraud and leakage · 20–30% of AMC renewals lost to missed timing alone · 63% first-time fix for the bottom third of field-service teams.
What the solution does
One customer and asset record. Every flow reads from and writes to the same record.
Entitlement engine. Every case is resolved to covered, chargeable or denied before any cost is committed.
AI at decision points. Classification, anomaly detection and renewal scoring.
Field execution with parts. The right technician, skills and parts on every visit.
Four connected flows
Warranty. Claim submitted → duplicate and entitlement check → pre-authorised → field repair → closed and recovered. Closed claims are checked for batch patterns, and the supplier is billed when a defect is widespread.
Complaints. Logged → investigated → resolved → pattern reviewed. Complaint clusters become an early defect signal for warranty.
AMC. Contract signed → visit scheduled → reminder sent → visit completed → renewal offered → renewed or upgraded, every year.
One-time service. Request raised → price agreed → scheduled → completed → paid and closed → AMC plan offered. A one-time repair becomes a new AMC sign-up.
What structure is worth (published industry benchmarks, not Intellivate client results)
| Metric | Unstructured | Structured |
|---|---|---|
| AMC renewal rate | 65–70% | 80–90% |
| Warranty leakage | Toward 15% of spend | Toward 3% of spend |
| First-time-fix rate | 63% or below | 88%+ |
| Service cost per job | Baseline | 10–20% lower |
Works with your systems: ServiceNow becomes your service orchestration layer, integrating with your ERP, finance and inventory systems rather than replacing them.
Also available: OT Management for manufacturing plants
See, monitor and manage every device on the plant floor.
Powered by Armis, now part of ServiceNow, we discover PLCs, controllers, HMIs and IoT sensors without agents, put every device on the CMDB alongside your IT assets, and turn vulnerabilities into tracked OT incidents and changes planned around production windows.