Has Your CRM Kept Up? Reinventing Customer Success with ServiceNow

In this episode of Syncing with ServiceNow, Andy Whiteside, Fred Reynolds, and Mike Sabia dive deep into ServiceNow’s evolving role in the CRM landscape. From its CSM roots to its growing capabilities in sales, field service, and AI-driven customer experience, the team explores how ServiceNow is redefining what CRM means in a digital-first world.

They discuss:

• Why XenTegra hasn’t lost a customer in three years
• How ServiceNow's CRM rethinks legacy approaches like Salesforce
• The role of AI agents in creating seamless, intelligent support
• CRM’s integration with field service, sales, and quoting tools
• The future of contact centers, digital transformation, and customer success

If your business is still relying on outdated CRM strategies, this is the conversation you need to hear.

Transcript

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Andy Whiteside: Hello, everyone, and welcome to Episode 48 of syncing with service. Now I'm your host, Andy Whiteside. I've got my my team on here, Fred Reynolds and Mike Sabia. We'll go to Fred first, st Fred. How's it going.

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Fred Reynolds: It's going great. Andy, how are you doing today?

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Andy Whiteside: I'm doing good. I'll be doing better if you answer the following question. I know it's gonna be a good answer, whether it's the perfect answer or not. We'll see 3 years into the practice.

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Andy Whiteside: Have we lost the customer yet?

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Fred Reynolds: We have not lost a customer to date. Andy.

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Andy Whiteside: Yeah, why is that? What what are we doing? That makes us?

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Andy Whiteside: What are we doing that makes customers want to keep working with us?

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Fred Reynolds: And I tell you, like I tell a a new client or potential new client we talk to look. Things are not always gonna be perfect. But the truth is, we need to be there, work side by side and work through any challenging issues we have. There's there's a lot. And this is a very complicated platform. So there's a lot of things that people make assumptions about. And we do that in our personal life. So it's easily to relate to that. So anytime we have any type of

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Fred Reynolds: misunderstandings, misalignments, whether from a delivery, whether it's from a you know, from a licenses understanding, we just really keep working through it to make sure we're all on a complete understanding, and that we're in this together through the good is in the bad. And so we've been really doing a lot of good. But we've had. We've had challenges where, you know there's been misunderstandings, but we just stick with it and make sure that our clients are 100% satisfied before we leave it.

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Fred Reynolds: Yeah, the relationship between us service now and the client as a partnership.

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Andy Whiteside: And it's how you balance that partnership that matters the most.

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Fred Reynolds: 100%.

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Andy Whiteside: No, no, in the in our case the the value added reseller partner in that which is us is more than likely gonna have to go above and beyond to balance the partnership.

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Fred Reynolds: Indeed.

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Andy Whiteside: Yep, Mike Sabian, Mike, how's it going.

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Mike Sabia: It is going pretty well. Thank you.

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Andy Whiteside: Good! Good! I always do this to you. What's the most interesting project you've come across in the last 2 weeks.

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Mike Sabia: I I think the Crm stuff is fantastic.

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Mike Sabia: Yeah.

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Andy Whiteside: But have you had a have you had a client want to talk about this yet?

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Mike Sabia: I don't think so. Yeah, I mean, it's pretty new. Even service now's

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Mike Sabia: way they describe. It is kind of fuzzy like. In some places they refer to Crm as the old style Crm, and now it's like Crm with Csm, and in other place it's like Crm is kind of like the new umbrella that's on top of Csm and Fsm, so it's it's brand spake and new. I have a lot of exposure with a lot of the stuff that is included in Crm. I was just pulling up some of the

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Mike Sabia: and now learning training around this, and I'm like, Oh, it's my good friend Fernando, the Fernando Castro Alvarez, who I worked at at my last partner, has now been at Cdw. The last 2 years, so he's the the person and and back in the day we had lots of discussions about sold products, which has always been a Csm topic. But now it's considered Crm. Foundations, so

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Mike Sabia: new, but but very familiar.

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Andy Whiteside: Yeah, you know, when I 1st thought of them service now getting the Crm space, I I thought, you know, a a competitor. Replacement for salesforce, and I think there are aspects of that which is what they're angling to do. However, what might just added 2 other elements to it, you know, a Crm that rides on top of Csm or a Crm that rides on top of Csm. And field services.

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Andy Whiteside: That's probably the right way to look at a Crm. In 2025 versus the legacy way of, you know, just contacts and accounts and opportunities being the foundation.

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Fred Reynolds: I know the question was for Mike. But, Mike, I know he's been in workshops for the last couple of weeks, too, with some a new customer deploying something out. So to be fair to him. But I would tell you I've had a couple of conversations the last 2 weeks. You know, post knowledge with some that are looking at some different licensing applications. And they've been really good conversation. I'm, really looking forward to this, podcast, we can pick Mike's brain a little bit. But part of some of the

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Fred Reynolds: the the reasons they even look at it. I know it'll come out of this podcast but my conversation with them has been about. They're not using one of the bigger crms like a salesforce or things like that. They're hodgepodging it together, and I'm like, well, you have a platform to build upon those things that can go into in for you. And now you know, service now does have. Crm, so we're starting those conversations with with clients now. And I think I think there's gonna be some good traction here.

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Fred Reynolds: Yeah, you're already using it to manage other parts of your business like it. Of course. No, no, Brainer, for that

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Fred Reynolds: exactly.

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Andy Whiteside: Now you've got powerful platform that's now doing this other stuff.

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Fred Reynolds: I think it's just awareness. I think the customers I mean a lot of people don't even realize it still does beyond it. Right? So.

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Andy Whiteside: Yeah.

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Fred Reynolds: So we just got to do some more education, which is why we do these podcasts.

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Andy Whiteside: Well, and a lot of people bought it to manage it, and they've never gotten that done. And that's where you know. Okay, now, it's time to the Commercial. That's where we help. That's where we can help get this done. We we're proactive in the education Space Around Service now, and and whatever is, and whatever's next? But there's a lot of companies out there that bought service now to do X in the it department, and they haven't gotten that done yet, and let's get. Let's get that done. Then we'll figure out where to go from. There.

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Mike Sabia: For sure. Yeah, we we should for sure do that. 1st that Fred mentioned that been workshops with the customer. And you know

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Mike Sabia: at at 1st glance it's a fairly traditional itsm implementation, but they got Csm licenses with it, and they want to go into the same. They want to go into the Csm. Use cases, but they have to have that foundation first, st and then we'll grow into it in the future.

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Andy Whiteside: Yeah, for sure. And that goes back to my point a while ago, being the the partner that helps the client and service. Now get to where you know the original goal was. And then from there we can grow together.

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Andy Whiteside: Okay, we got a blog from May 6.th It's from Terrence, Cheshire, Cheshire. I think so. You would say it. The name of the blog is sorry. Then. Yeah. The name of the blog is your customer has changed. Why hasn't your Crm. I think it goes right back to what you and I were just saying, Mike, about you know the legacy Crm concept is all about an account and a contact and a opportunity and some marketing, whereas

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Andy Whiteside: this Crm is intended to help. You understand? You know the business you're already doing, and how you leverage that for your Crm as a foundation, Mike. I guess. Maybe just you know, using the 1st paragraph, or through here, where it has the 3 elements. What's

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Andy Whiteside: what's the reason why this blog was written.

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Mike Sabia: But I I think it both upon what you're just saying. You know people want something more than the old bloated legacy. Crm, they wanna be able to take advantage of AI and the virtual agents to allow people to self service them. That's the 1st one to the contact center is moving to the cloud. You have a as we've spoken to many times before. Service now is that

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Mike Sabia: a single pane of glass into a whole platform of of offering offerings and solutions. And if you're able to look at where they are today and where they want to go, and what the tools are to make that happen, then it it's just so much more powerful. And then, 3, rd you know just that that customers are and organizations are tired of the bloated legacy Crm apps that were, you know, cobbled together.

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Andy Whiteside: You know the second interest me. I I guess there's still a lot of on premises Crm. Solutions out there. I I don't know the numbers they talk about at all.

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Mike Sabia: They do not. I don't believe.

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Andy Whiteside: Yeah, but there's gotta be a bunch still out there.

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Mike Sabia: Yeah. And I would even probably include some of the maybe some of the on cloud, but are very, you know, focused on Crm and and don't have that full, you know. Pane of glass into the organization.

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Andy Whiteside: Maybe a better way to say it is a whole. There's a whole lot of on Prem lift and shift that happen versus

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Andy Whiteside: taking a whole new look at it, which is what service now is really talking about doing.

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Mike Sabia: Absolutely.

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Fred Reynolds: Andy, before. Let's go back to the 1st part. I probably have more to say in this one little top part than part of the rest. Because when you look at this title, your customer has changed. Why hasn't your Crm. I mean, have we really changed this customers? Because the way I look at this, there's so much data driven things out there right now, and you got the use of AI have all these things. I don't think it's so much our customer has changed. We want good service. We call into someone to get service. If we we go into a a customer relationship management tool.

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Fred Reynolds: and the problem is still today. Most of the places I call I have to repeat myself a hundred times right. It shouldn't be that way, even from my own customer data. But now things are moving forward, it is more end to end, and I know this gets into where this blogs going, but it is end to end. You're calling for a customer service problem, but they're not the ones helping you with the the delivery of that service or fulfilling that service right? So it's so separate and disorganized. And I think it's been that way for a long time. So as customers, we haven't changed. I just don't think the crms

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Fred Reynolds: have caught up to what we really need from.

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Fred Reynolds: Something to manage this.

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Andy Whiteside: Well, how about this? If you could rewrite the title here and say, your customer, your customers needs have changed over time.

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Andy Whiteside: Has your Crm changed with it?

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Fred Reynolds: Yeah, I'd almost change it that we finally have a Crm that can actually make customer success.

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Andy Whiteside: And that's a good point. It's all about the, you know. We've mentioned customer success a couple of times here. But that, if you can start there.

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Andy Whiteside: Everything else should be logical afterwards.

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Fred Reynolds: Yeah, perfect.

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Andy Whiteside: Alright, mike next in the body of the blog here. The next one is called. The title is Service. Now's Approach to Crm. What are they covering here.

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Mike Sabia: Well, it kind of goes back to what I was saying before, where service now kind of is using the term Crm. In a couple of different ways. In some places they're referring to Crm as the legacy Crm, and in some cases they're put the Crm over those 3 main capabilities in the area of what? One of which is Csm, and then there's Fsm, and then there's order management. And you know a lot of the things they're talking about are things in Csm before you know

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Mike Sabia: the Omni Channel reaching the customer and being able to get their asks whether it comes from email or web or phone or chat messaging, to be able to have those come in and be able to self serve, service them with the capabilities that are already in Csm, so in some ways it's a spin on Csm, but, on the other hand, it's it's really.

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Mike Sabia: you know, making it bigger, you know, taking the foundation. That's already Csm, and just extending a little bit more to, you know, prospective customers and what they want not, you know, just supporting them in their call center needs.

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Andy Whiteside: Yeah, read comments.

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Fred Reynolds: I haven't, because I'm reading exactly what it says. It says that what service now is trying to do is reinvent Crm to help companies deliver better end to end sales and customer service, and when Mike says they have that omni channels and we've had that of the way to deliver it. It says here in this article that it's only half the story. The other half is actually helping to solve those and build those workflows. And that's what's so good about service now is that it can help get that done because it has

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Fred Reynolds: a lot of the workflows, the automations, the integrations, the way to bring that end to end. So I think that's the real thing is that yes, we've had ways of

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Fred Reynolds: telling people how we want help need help through modes of text and email. You name it. The problem is, it doesn't come back in the way of being done and quick enough, and and and told us how it was done and when it was done, because there's no closed loop on that circuit, in my opinion. So I think that's how they're reinventing the Crm so it can actually go into end all in one cycle.

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Mike Sabia: Right. And and although this section doesn't mention virtual agent, you know, with some of the great AI capabilities, where, instead of having to create. You know your own conversations around virtual agent. You can expose AI to all the catalog items, all the things that you could do, expose that to a customer, allow them to self service. Oh, I want this, or I need help with this or on a dispute. This

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Mike Sabia: it really pulls together. Now that we have the AI to facilitate that type of interaction without having to hard code all those conversations.

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Andy Whiteside: So

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Andy Whiteside: like the next section talks about Contact Center integrations. I'll I just had a flashback to the very 1st time I ever saw a Crm. Probably 2,003, 2,004 timeframe. It was a client, server, scenario and and all I took away from it was just just a contact manager. What is what is service now covering here in this section?

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Mike Sabia: I I think a lot of what they're covering was the fact that you know a call center is more than just. Hey, let me get my call, but it's also

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Mike Sabia: the ivr. The the voice prompts. Hey? We're you know. You're calling through some of the Amazon voice capabilities to then bring it into service. Now, if you're able to, you know.

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Mike Sabia: have it from the the phone, call through the Ivr, the interactive voice recognition to be able to have the voice prompts. Come into service now, and be able to handle those questions, or allow them to come into your into your portal and allow them to look and see what you can have.

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Mike Sabia: You know there's the best contact center. It's not just talking to somebody. It's also, hey? I go into the portal or I go into the Order Guide. I'm able to see what I want. I'm able to request it. I'm able to ask for these things, because sometimes they're all very complicated, and then, you know, request a quote. The the salesperson is able to then build, then an estimate and present it to the customer, and and they can respond, which does talk I am kind of getting have on this article.

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Andy Whiteside: You. I think you are. And but I started to glance down as you said that I was like, surely they're gonna cover that in the article. That's a no brainer. The ability to have someone call in. You can get their sentiment. You can understand what they're calling in about, and then you have the ability for a virtual salesperson to be able to reach back out and offer something of value to them. Without a human being involved. That seems like a natural, and I guess we'll talk through this.

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Mike Sabia: You know, to be able to be able to tie into some of those procurement systems, or the quoting systems, or even, you know, utilize those within service. Now, whether you want to do that, that quote to to order within service now, or use those integrated integrations to external systems.

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Andy Whiteside: Well, while we're talking I'll go to the next section, says AI. Agents for Crm. Is that part of what you were covering.

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Mike Sabia: It. It is quite a bit. So I I mentioned just a moment ago about talking about the virtual agents, how it can like go and find out what you have. Well, you also the idea of a gentic AI is. It's not just, hey, you know, having some prompt into Chat Gpt. It's it's allowing AI to act

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Mike Sabia: for your benefit with you having to do it. So a customer asks, and that AI agent goes and gets the information, or, you know, does orchestration on your behalf.

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Mike Sabia: So you know, bringing that AI into it where you can, you know.

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Mike Sabia: speed up the the creation of the workflows, or have the AI, you know, determine what needs to be provided without, as they say, the quote, painful step of dialog, flow, design, intent model training slot filling, and so on. Quote.

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Andy Whiteside: Fred any comments on the AI. Agent for Crm. Portion.

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Fred Reynolds: Well, both sections, right? I think you guys just said a lot right there. And you probably don't realize how impactful that is to somebody who runs a contact center or service desk. So having a contact center integrates with service. Now, number one, you have people that are taking calls or whatever mean, they're getting information in there. And now you're driving that into a system that can do a lot more with that. So create a unified experience where it's getting the information, even if it's from a delivery side, and from that sales side. In one place

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Fred Reynolds: you lay AI on top of that. And Mike, Mike said, I like the way you said it. Yeah, agents that are out there performing some of the tasks you may need. It's live. It's why you're working with that customer summarization of some of the cases you may be putting in, so so much is happening behind the scene. It's so quick, and that's the kind of great experience you can deliver through a good contact center plug in the service now and having the integration in the back end. Because when you're taking those calls, you're asking questions. You're trying to figure out what it is.

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Fred Reynolds: There's a lot of routing. There's a lot of information that should be needed to help the conversation move forward and you go back 20 years. You had a conversation with someone. It kind of ended. Someone had to reach out with you. Even that probably went back and forth a bunch. It doesn't have to be that way these days. You call a contact center. They should know who you are.

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Fred Reynolds: what information you tell them, what you're calling about. They should pull up all your records. All this should be happening. Live so that you get into service, you need very quickly. So I think I tell you, there's another thing. Andy, when you do a podcast. For, probably 3 C logic and a webinar with 3 C. Logic. When they show you their contact center integration natively in a service. Now it will blow you away. It is so nice.

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Fred Reynolds: so neat how to have AI agents working today with it.

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Andy Whiteside: Yeah, Fred, you remember the 1st time you called it to customer success, number or customer service number, and it knew who you were, and it addressed you as Fred, and maybe even thank you for being a Xyz level. customer.

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Fred Reynolds: Oh, yeah.

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Andy Whiteside: It. It was like, Wow! And and that's nothing compared to what we're, you know, gonna be experiencing. But it it just it felt so much better, and gave you.

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Fred Reynolds: Andy, and I feel like we've been stuck in that mode for quite some time. That's why I'm very excited about where things are headed because I do feel like, hey? Now it knows who I am. But it doesn't know the past. It doesn't know that I've called in a bunch of times with the same issues. It doesn't give me suggestions so like what's getting ready to open up in the realm of

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Fred Reynolds: of of self help and calling into places to get information. You don't always expect the person answering the phone to be able to help you 100. But with the capabilities of these integrations of AI. I mean, I think we're getting close to having the information at their fingertips.

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Andy Whiteside: That should it should 100 x that experience Mike next session talks about the field service. What are they covering here?

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Mike Sabia: So

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Mike Sabia: you know, they're kind of putting Csm and Fsm. And order management under this Crm umbrella. So field service management is part of that, you know. If you have service. Now know what you have already purchased the sold products you have.

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Mike Sabia: then it can ask the proper questions, and then it can also see, hey, I need, you know, this medical equipment installed at a patient's home, or I need some biomedical maintenance, or I need to, you know, have some sort of technician come to my business to fix

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Mike Sabia: whatever happens, you know, to tie into the field service management into that single pane of glass. Have some of the AI capabilities to facilitate. Sending your technicians to the correct place in the correct order to be able to allow people to self service. It's it's a natural part of that that

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Mike Sabia: big Crm umbrella.

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Andy Whiteside: Yeah, I mean, that's extremely painful, right? When you're trying to deal through work through some agent, and that has to get translated to a field service person, and then they show up today no idea what you told the agent

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Andy Whiteside: that should never be.

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Andy Whiteside: But at this point we rely on human beings to communicate that information versus just this natural workflow.

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Andy Whiteside: Freddie comments on the field service.

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Fred Reynolds: Yeah, I'll kind of use like your analogy. I mean, you know, we've always called in to get help of Assistant Field. Let's just say it's your your cable company, or something. They schedule it.

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Andy Whiteside: How did I know you're gonna talk about the cable company.

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Fred Reynolds: Because I always have to call my cable company. So they're always coming out right. And they're always, you know, someone in a rush, and they leave, and they seem like they don't have the notes from the last person that was there. I mean, this is one place. I think it's gonna really start to improve when they start using AI. So when they go to a place they can use it to help, you know, summarize the work that was performed, you know, create the proper notes when they close out, give, give all the information that was needed to help support it, and summarize it, and they don't

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Fred Reynolds: to type all that stuff. They just have to let the system work it right by answering a few questions. So I think that you know there's a couple of new things that me and Mike were talking about earlier around field services, and I want to look more into it because I don't know, but it says that they're also coming up field service marketplace, which is allow and enables outsourcing task to contractors, because, you know, that's a big part of what people do when they use service work is use contractors. So this actually brings those

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Fred Reynolds: contractors in there. It helps document and track all them as well. So it's a lot of cool things. I think they've added to Fsm. Since I've looked at it last.

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Andy Whiteside: Yeah. Next section here talks about expansion to sales that they have a quote here in one of the pictures, says, Service now makes it possible to sell service and fulfill on one platform the service. Now, AI platform for business transformation. I I like that they threw in business, because look the sales

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Andy Whiteside: thing right it. It needs a business overhaul. It really does.

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Andy Whiteside: Mike thoughts on this.

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Mike Sabia: And

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Mike Sabia: pretty much what you said. I mean, we have to take a bigger step. We can't have all these separate systems, somebody making a request. Somebody have to go into the quoting you have to send, create the quote you have to send to the customer. They have to respond back. If you're able to have you know that sales order quoting in service now, rather than kind of like a step up from just a regular service catalog, we're able to expose to the customer. Say, Hey, this is what we have.

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Mike Sabia: you can say. Do you want this with this variety and this item, and and maybe a little bit of that can be automatically quoted. But often you need to, because it has services involved as well, they'd be able to specify what they want. Build, start building a quote, have a salesperson go in to be able to see some of those, some of those dynamic items.

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Mike Sabia: To, you know, create that quote, send that quote to the customer, have the.

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Mike Sabia: you know, the customers accept it, and then it goes right into your order system it. It's the next step into that type of ordering.

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Andy Whiteside: Yeah.

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Andy Whiteside: Fred. Thoughts here.

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Fred Reynolds: Man a ton right? I think this one of the smallest section which should be one of the largest, because if anybody who has a company that sell the product, selling the service, and especially somebody, has a product and provide services for it. This is a no brainer. It was something that my previous company I could never really tie the knot and get it done. But when you are supporting customers

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Fred Reynolds: and people are calling in, it should be one motion to say, Hey, I've noticed that you're on this software level. I noticed this or this complements that. Well, by the way, can I give you this offer for this next thing. I mean, you have to do it in that same motion where you're servicing someone, but you're always also offering them new products, new opportunities, new services to go along, what they need. And and you really have to have that with either 2 systems that are tightly integrated together, or you could do it all within one

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Fred Reynolds: platform like service. Now, that's why I think service. Now, honestly, we'll start capturing more of the Crm market, as is so widely used in the in the Service delivery space. As they get more and more of the sales side of the house and working together, I think, with the AI. With all the things that are happening, you'll see a lot more of that, and it should make it easy for customers to get this service and extra support that they need, even if that sales.

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Andy Whiteside: It absolutely. And I think maybe today we rely on human being to have one or 2 things they can bring up at the very end of a call versus having really detailed knowledge around where the customers at and what their real needs are, where they could offer 5, 6, 7, 8, 9, 10 things to the client. All of which data is pointing us to is necessary and needed. And and it's gonna benefit the client.

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Fred Reynolds: You know, and if I called into my cable company, Andy, and they said, Oh, by the way, I see that you have an old it. It already knew that I had an old receiver or something. Would you like me to send you a new one? And, by the way, it's gonna cost you $5. I'd rather do it all right. There, self. Serve, click a button and not have to talk to anyone or wait.

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Andy Whiteside: Yeah.

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Fred Reynolds: To get transferred 3 times. I mean, that's where it goes from. That's why.

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Andy Whiteside: Well, and and you just said something interesting. Click, a button, no, not a click, a button. Just say yes, either type it on the keyboard, or or say it?

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Andy Whiteside: Yep.

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Andy Whiteside: my next section is is got an acronym. Cpq. I don't know what that is. I probably should. What is CPU.

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Mike Sabia: Yeah, you're kind of building that whole sales and order management, and some of the things I was talking about where you have.

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Mike Sabia: you have that configure price quote. You know you want to say, hey, this is what I want it. This is how I want it configured. What's the you know. How do I price it? How do you quote that and service this article is talking about? How source now, has some of that with the sales and order management, but they're looking to further extend it through an acquisition of logic. AI, which, they hope to have come through in the second half of the year. Yeah.

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Andy Whiteside: Great comments on this one.

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Fred Reynolds: No, I just think it's like their effort to accelerate that. You know the quoting the sales motion, just trying to make it make it a quick and painless process, and and take it into end to be able to capture what needs to be done from a services as well.

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Andy Whiteside: Yeah.

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Andy Whiteside: yeah, I think there's a lot of companies out there that are gonna wanna build on top of the the service. Now platform for the Crm piece.

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Andy Whiteside: Because it's, gonna you know, open up a lot of new opportunities and doors for these 3rd party companies to want to be part of that Crm holistic solution that we're talking about here.

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Andy Whiteside: My next section talks about industry products.

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Mike Sabia: Right. So just as you might have like itsm for it. And then you have Csm above that for your extended, your customers. There are also, in the last few years what they call these industry products.

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Mike Sabia: where service now has has gone above and beyond just generic Csm into certain industries like healthcare or retail or technology performance and and a couple of others. So

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Mike Sabia: if we're talking about cm, we need to talk about those industry products to have that industry centric data model, some of that, that stuff that has already been being built for retail, for finance, for healthcare, and then being able to go above that and say, Hey, we have Crm, and specifically to this industry. We're not, you know, just have some generic that we're then can build for your industry. No, they already have a lot of industry stuff built up already.

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Andy Whiteside: Yeah.

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Andy Whiteside: Fred comments here.

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Fred Reynolds: Yeah, not too much to add, except from that's very powerful to have a platform that already has industry focus already built in workflows already has taken the time to understand that industry and their pain points to make it easier for someone to adopt and use and and help and help make that industry a lot smaller by by making sure everybody understands the challenges that all are having in that same industry, and try to solve them.

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Andy Whiteside: I think the examples you guys have given from your previous employer where you guys brought something to them and said, Hey, I think this is needed in the platform, and you guys wrote it. And then they turned around and listened to their clients and put it in. And I think that could be across the platform and also could be industry. Specific.

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Fred Reynolds: No, and I think, Andy, that's 1 of the biggest reason why I really like service now, from the beginning of starting to use it. There wasn't things there that we needed a long time ago. I mean, me and Mike been in this platform for 10 plus years, and there's things that weren't there. But the thing is as you work as you develop. I mean, service now is looking, listening, and building it into there. They put a lot into R&D, and they do that because they're trying to just just like the the generation of the platform in itself. I mean, they're trying to grow it

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Fred Reynolds: and make that unifying platform. So they do a really good job of listening and and implementing those things that they see across all the customers.

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Andy Whiteside: Yeah. And then I'm sure they have the data to prove whether it's working or not. Once they've seen other people do it. Okay. Validation of our approach. Mike.

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Mike Sabia: They're talking about the fact that there are some customers who are starting to take advantage. This including Genesis 5, 9, 3 logic, you know, mentioning. You know, the Gartner and Forrester and Isg are looking into that they mention the the value that comes. You know that they're kind of going back to the Crm point, where they're kind of relabeling themselves. The Crm. But it's it's it's really just a a next step of that they kind of say, Hey, we're already a Csm, so we have this, you know, 1,000,000,004, 1.4

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Mike Sabia: 1 billion dollars worth of of effort already in that space. So it's it's validating. The fact that you know Gartner and Forster are are recognizing as such and that they've found that foot. And it's not just conceptual. It's actual in practice. Opportunities.

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Andy Whiteside: I'm gonna tweak what you said a little bit. They're they're a platform that has Csm at the heart of it. And that's gonna make a great platform for building out a Crm.

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Andy Whiteside: Fred.

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Andy Whiteside: Final thoughts here.

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Fred Reynolds: no, I guess of that last conversation. My final thoughts on that last conversation is the fact that you know the digital transformation was a big buzzword, you know, 10 years ago probably still is. At some point people talk about transforming. I mean, honestly, I think this platform is why I liked it back then. I love it now. Is it really does provide you a platform to really do true transformation. You just have to be able to use it. And and your user, your

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Fred Reynolds: your company has to be able to accept change. And that's the way you would drive that. But I do believe, because of some of the new additions that service now is making, especially in this area. And I think Crm is going to grow a lot in the next 2 years in service. Now to pick up some other pieces where I think they're weak. It is going to really, truly make that one platform. You can do your business all the way across. Now, will they ever pick up some of the payroll and things like that? No, but the integrations are so tight it can still make that very fluid through there. But the main motions of a company, I mean, you're already seeing top top 2 or 3 here, so.

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Andy Whiteside: You know, I'm gonna use your comment around digital transformation. Go back and take a look at the title again. It's your customer has changed.

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Andy Whiteside: are you? Has your? Has your customers changed? Their digital transformation has changed their needs, changed. Your Crm needs to change. And we're all in some evolution of digital transformation and will be for the rest of our careers. This is an example of going from version one Crm world to well, version one went to Version 2, which was cloud based. Still. Crm, now, it's a Csm field Service Crm solution, which is, you know, digital transformation Crm, 3.

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Fred Reynolds: Yeah.

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Fred Reynolds: the funny thing is, any sitting here thinking about it and going back to that title makes me think you know your customers changes really is. The next generation of workforce is coming up, and and the and the new. And you know we're getting old, the 3 of us right. The the new workers that are coming out. They're just so used to this. You know the media that everything at their fingertips, you know, Mobile, I think more of that will go that way, and and even caught me like clicking on that button. That's old, right? You don't click buttons anymore. And you let it. I'm too country for interpret me correctly all the time, but you know you can speak and get whatever you want.

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Fred Reynolds: just by talking to it. We must.

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Andy Whiteside: It'll eventually figure out.

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Fred Reynolds: It's trying.

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Andy Whiteside: Yeah, yeah.

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Andy Whiteside: See? Sometimes it emails me or text me back says, Hey, was that speech to text?

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Fred Reynolds: I did just last week.

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Fred Reynolds: The other thing.

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Andy Whiteside: I may have some of those issues myself.

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Fred Reynolds: There you go!

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Andy Whiteside: Well, guys appreciate you jumping on covering yet another topic. Look look forward to getting this posted and doing it again in a couple of weeks.

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Fred Reynolds: Awesome.

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Fred Reynolds: Thank you, Andy. Thank you, Mike. Have a great day.

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Mike Sabia: Thank you.

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Andy Whiteside: Yeah, thank, you.