ServiceNow Consolidates Global Business Services and Accelerates Automation for Manufacturing Leader Siemens
Siemens AG, a global manufacturing leader, reduced operational complexity and automated service delivery for 360,000+ employees by implementing the ServiceNow platform with Workflow Data Fabric and AI agents.
Value Results Summary
Siemens AG is one of Europe's largest industrial manufacturing companies, serving over 360,000 employees globally with support services spanning Human Resources, Finance, and Procurement. The company's Global Business Services (GBS) team faced a critical challenge: support function services were fragmented across multiple legacy systems and hundreds of separate mailboxes, making it difficult for customers to navigate and access the services they needed. To address this complexity, Siemens implemented My Services, a unified portal built on the ServiceNow platform, alongside Workflow Data Fabric and AI capabilities to consolidate processes, streamline data, and enable automation at scale across operations in 80 countries.
The consolidation delivered significant operational improvements. By migrating to a single platform, Siemens retired multiple legacy systems and eliminated over 100 mailboxes, creating one centralized entry point for all service requests. The My Services portal now handles 110,000 visits monthly and processes 188,000 cases monthly, with ServiceNow AI agents automating 210,000 tickets each month. These automation initiatives have generated approximately 1 million hours in cost savings through process efficiency gains. The platform also introduced modern digital interaction channels including email, chatbot, voice, and telephony, improving both customer experience and employee onboarding processes.
Siemens is advancing its transformation through an AI-first strategy, developing six proofs of concept in agentic AI across different processes and systems, including Accounts Payable. By centralizing data using Workflow Data Fabric, Siemens GBS has created insights that enable predictive automation and continuous process improvement. ServiceNow AI Agents are positioned to identify process gaps, provide guidance to employees, and serve as trusted teammates to drive innovation in business service delivery. This investment reflects Siemens' commitment to maximizing AI, self-service capabilities, and process improvement to accelerate business transformation.
