Story
ServiceNow@
International Flavors and Fragrances
How International Flavors and Fragrances Runs Back-office Automation on Customer Service Management
International Flavors and Fragrances, a materials organization in the United States, uses Customer Service Management from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for repetitive desktop work |
| Capability | Back-office automation stays visible to adjacent teams through Customer Service Management |
| Capability | Operations analysts work from the same Customer Service Management record for repetitive desktop work |
Story
International Flavors and Fragrances is based in the United States and runs materials operations at a scale where repetitive desktop work cannot live in side channels. Operations analysts were reconciling competing copies of the same work, which slowed back-office automation and hid who owned the next step.
The company runs back-office automation on ServiceNow, with Customer Service Management as the product operations analysts actually open. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. For International Flavors and Fragrances, that means operations analysts can open one workflow, see repetitive desktop work, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for repetitive desktop work.
