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.
Customer Service Management sits in the daily path at International Flavors and Fragrances, especially for operations analysts.
“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.”
Independent write-up. Figures come from public sources or are illustrative.
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.
