ServiceNow & Boomi partner to enhance customer experiences

ServiceNow and Boomi have announced a new strategic commitment to enhance customer experiences through AI-powered self-service solutions. This partnership was unveiled following ServiceNow's encouraging financial results, which reported a revenue of USD $2.63 billion, a 22% increase from the USD $2.15 billion recorded in Q2 2023. The company's stock also saw a 6.8% gain, underlining the robust growth driven by enterprise AI.

The collaboration between ServiceNow and Boomi aims to leverage AI to improve customer experience and API management for businesses. Bill McDermott, during an earnings call, described the partnership as a significant step forward for ServiceNow, highlighting its potential to create more AI-led value for customers.

As part of this strategic initiative, Boomi will utilise ServiceNow solutions to deliver streamlined customer support and enhanced self-service experiences. ServiceNow, on the other hand, plans to integrate Boomi's advanced API Management capabilities with its Automation Engine, aiming to provide comprehensive visibility across users' API landscapes and improved governance.

The initiative seeks to address common challenges faced by enterprises, such as time-consuming manual processes and fragmented systems leading to data silos and slowed innovation. According to a report by IDC, only 12% of organisations currently connect customer data between departments. AI is expected to be a key tool in facilitating more efficient operational processes and better collaboration.

Paul Fipps, president of global industries and strategic growth at ServiceNow, expressed enthusiasm for the partnership, citing its potential to revolutionise customer experiences with the Now Platform. "By combining Boomi’s industry-leading API Management with ServiceNow’s suite of intelligent automation solutions, we’re also bringing an even more robust toolset to creators and app developers," Fipps stated.

Steve Lucas, CEO at Boomi, underscored the importance of simplifying complex business processes. He commented, "By integrating our intelligent Integration and Data Hub platform with ServiceNow’s powerful automation solutions, we're able to deliver self-service workflows, eliminate silos, enhance collaboration, and drive operational efficiency."

Through the use of the Now Platform and ServiceNow’s AI-powered TPSM offering, Boomi aims to transform its customer support and expand self-service capabilities. This unified platform promises to reduce manual work through intelligent automation and streamline internal processes for better, more efficient collaboration.

Boomi will also apply ServiceNow’s App Engine to build workflows within its Master Data Hub, aiming to offer a more intuitive user experience. ServiceNow plans to bring Boomi’s APIM solution to its customers, enhancing its suite of intelligent automation solutions. The APIM platform is designed to provide a centralised view across a user's API landscape, aiding application creators in discovering, provisioning, and securing their APIs efficiently.

The new offerings from this partnership are expected to be available by the end of the year.