Story
ServiceNow
AffirmHow Affirm Runs Back-office Automation on Customer Service Management
Affirm, a financials organization in the United States, uses Customer Service Management from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Customer Service Management is the governed place operations analysts use for back-office automation |
| Capability | New joiners can see how back-office automation actually runs |
Story
Financials work at Affirm spans more than one site, even when headquarters sits in the United States. Repetitive desktop work was splitting across regional habits. Operations analysts asked for a shared way to run back-office automation without freezing local judgment.
ServiceNow (Customer Service Management) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Affirm uses it as the system of record for repetitive desktop work, with operations analysts as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
