Case Study: ServiceNow achieves faster deal velocity and higher revenue with Databricks

Accelerating sales pipelines with real-time go to market

ServiceNow, a provider of digital workflow solutions for enterprise IT, employee, and customer experiences, was challenged by a fragmented go-to-market environment made up of disconnected systems. This slowed decision-making for its 2,000+ sellers, disrupted sales processes, and held back growth. ServiceNow turned to Databricks and the Databricks Data Intelligence Platform to unify data and support real-time AI-driven sales workflows.

Using Databricks, ServiceNow deployed Lead Scoring, Outreach Assist, and Demo Assist to automate and personalize key parts of the sales funnel. The impact was significant: processing time dropped from hours to minutes, email reply rates doubled, lead scoring reached 91% accuracy, prioritized leads were 3x more likely to convert, Outreach Assist generated 65,000+ emails and drove a 3.3x lift in meetings, and Demo Assist cut prep time by 24 hours while increasing deal velocity by 1.5x.

ServiceNow

Mili Merchant

Senior Product Manager, AI/ML