Strategic alliance aims to transform customer, agent, and seller experiences with AI-driven CRM and field service solutions
ServiceNow has entered into a multi-year strategic partnership with Devoteam, an AI-powered technology consulting firm, to redefine CRM transformation for enterprises across Europe and the Middle East.
This collaboration leverages ServiceNow’s advanced Customer Service Management (CSM), Sales and Order Management (SOM), and Field Service Management (FSM) capabilities, together with Devoteam’s digital transformation expertise. The goal is to deliver scalable, AI-enhanced CRM solutions that help businesses improve efficiency, elevate customer and agent experiences, and achieve faster time to value.
The customer relationship management (CRM) market in the EMEA region is expected to reach $39.24 billion by 2027, according to IDC. Through this partnership, ServiceNow and Devoteam aim to capture that growth by offering businesses tailored end-to-end digital solutions that enhance customer journeys and streamline workflows.
“Together, we’re accelerating the path to value for our customers in this fast-paced environment of AI innovation.” – Sebastien Chevrel, Devoteam
“Customer expectations are rising rapidly,” said Sebastien Chevrel, Group Managing Director at Devoteam. “This partnership with ServiceNow helps us empower enterprises to exceed those expectations by transforming every interaction into an opportunity to enhance CRM strategies.”
Cathy Mauzaize, President, EMEA at ServiceNow, added: “Devoteam’s proven capabilities and award-winning implementation expertise make them a powerful ally in scaling CRM innovation. Together, we’re delivering business outcomes through our AI-powered platform while helping customers across the region unlock new levels of productivity.”
Devoteam, recognized as ServiceNow’s Elite Consulting & Implementation Partner and Customer Workflow Partner of the Year, brings deep domain expertise and a track record of successful client engagements with organizations like St. Maclou, Husqvarna, and Konica Minolta.
The partnership will focus on deploying AI-first CRM frameworks that enhance customer service operations, field service processes, and sales management for organizations navigating digital transformation in fast-moving markets.
