Driving Enterprise Efficiency With Zero Code, Workflow Automation

Q: How would you describe the company's position in the Latin American and Mexican markets?
A: In recent years, we have built a solid presence in the region, mainly in key verticals such as government, financial services, telecommunications and retail, sectors where our solution has had a significant impact. With almost a decade in operation, we have managed to transform both internal and external workflows in these and other industries, optimizing customer interaction and operational efficiency.  In addition, the rapid digitization brought on by the pandemic has accelerated the adoption of our platform, mainly due to a growing demand for automation, personalization, and speed.

Q: What are your most popular solutions in the Mexican market and what issues are you solving?
A: Process automation and data unification. Initially, many of our customers were looking to solve specific technology problems, such as internal IT ticket management. However, we have seen a shift toward integrating broader solutions, such as supply chain optimization and HR management, which require more efficient workflow and better visibility. This also extends to customer relationship management (CRM), where integrating data from multiple sources and transforming it into actionable information is critical to improving decision making.

Our clients face the challenge of managing large volumes of distributed data in isolated systems. The solution we offer is the unification of this data, allowing companies to use AI to make it more accessible and actionable. This not only solves operational problems but also enables a comprehensive digital transformation that improves efficiency and competitiveness in key areas such as sales, HR, and customer service.

Q: What do you consider to be the main challenges in terms of digital maturity that Mexican companies face when adopting solutions such as ServiceNow's?
A: Organizations face challenges related to cultural change and the integration of legacy technology with new solutions. A total and immediate transformation is not feasible, as many companies have made significant investments in traditional technologies and have trained teams to manage them. However, the key is to adapt these technologies so that they can be used more efficiently throughout the organization, not just in specific areas. The challenge lies in changing the business mindset to understand how a technology solution can benefit several areas, not just an isolated department.

Q: How does ServiceNow integrate its solutions with clients' existing infrastructure?
A: We are platform agnostic and integrate easily with other technology solutions, allowing us to work without the need to transfer or duplicate data. Through our "zero copy" methodology, we can unify data directly at its place of origin, respecting compliance regulations that vary according to the country and type of data. This ensures that data is neither moved nor extracted, which also reduces risks and improves security.

In addition, we have an infrastructure that optimizes data processing speed, which is crucial for companies that must provide fast and efficient responses, such as in the banking or telecommunications sectors. This capability is made possible by  ServiceNow´s platform data enhancementssuch as RaptorDB, which improves  Improves high‑performance database for up to 53% improvement in overall transaction times, 27X faster pulling of reports, analytics, and list views, and 3X increase in transactional throughput across workflows.

Finally, integration with AI is essential to maximize the value of data. This not only improves process automation, but also enables machines to communicate with each other, facilitating a "machine-to-machine" environment that further optimizes interaction and decision making.

Q: How does ServiceNow measure the tangible impact of its platform in terms of efficiency, cost reduction and operations acceleration for its customers?
A: We use various metrics that depend on each specific client. A prominent example is the case of DETRAN an application in Brazil related to the São Paulo Traffic Department. Before implementing the platform, the process of selling and transferring a vehicle from one owner to another could take between one week and 10 days due to the need to comply with a series of bureaucratic steps. With the automation provided by the platform, the process was reduced to minutes, significantly improving agility for both the government and citizens

Q: How does ServiceNow integrate AI capabilities into its platform to optimize decision making and business process automation?
A: We integrate AI both internally and into our products, taking an approach called "Now on Now."  which is a testament to our commitment to digital transformation. By using our own workflow products, we continuously enhance IT operations, security, customer service, and employee experiences. As "Customer Zero," we rigorously test and refine our solutions, ensuring they deliver real-world efficiency and innovation. Through AI, automation, and analytics, we streamline workflows across HR, IT, finance, and customer support—reducing resolution times, preventing outages, and optimizing resources. This approach drives measurable business outcomes, including increased efficiency, cost savings, and enhanced user satisfaction. Ultimately, Now on Now showcases the power of our platform, reinforcing our mission to make work flow seamlessly for businesses worldwide.

Within that aspect of our Now on Now approach, AI is not just an added feature; it is a fundamental component of the platform’s structure, driving everything from task management to business process automation. For example, in supply chain management, AI integration enables real-time anomaly detection, allowing us to anticipate problems before they occur—improving decision-making and operational efficiency

Q: What impact do you see this technology having on enterprise service management in the coming years?
A: Technology for enterprise service management will be critical in the coming years, as it continues to accelerate the digital transformation of enterprises. As more organizations adopt AI, especially at the decision-making level, we foresee human-machine interaction becoming more seamless and efficient. This change will not only improve operational processes but will also transform the way companies interact with their customers and stakeholders.

Over the next five years, the implementation of intelligent AI agents will enable companies to offer a more personalized and anticipatory service, improving customer experience and increasing internal efficiency. We are confident that integrating AI into all aspects of the business, from supply chain to customer service, will make companies more agile and competitive.

Q: What are ServiceNow's main priorities in terms of growth and expansion in Mexico and Latin America for 2025?
A: Our goal is to be the definitive software company of the 21st century, especially in the enterprise sector. We want to define the technology market for large companies, to be the "go-to" for these companies, just as other historical companies did when they positioned themselves at key moments, such as with mainframes or the Internet.

Latin America is rapidly adopting technology. Mexico, in particular, has sophisticated companies that compare in terms of user, revenue, and technological vision with companies in markets such as the United States or the European Union. Our commitment is to help these companies develop further, promoting efficiency at the government and business level, which translates into greater efficiency at the national level.

ServiceNow (NYSE: NOW) is the AI platform for business transformation. Thea leading cloud-based platform that enables organizations to digitize, unify, and streamline their operations.