For years, CRM conversations have revolved around Salesforce. But as customer operations become more complex, many organizations are rethinking what they need from a CRM platform which opens the market for disruption and innovation.
Enter ServiceNow and a new way to approach CRM differently.
Rather than offering a standalone sales-focused system, ServiceNow delivers CRM capabilities through Customer Service Management (CSM) and Sales & Order Management (SOM)—both built natively on the Now Platform. This means customer engagement, workflow automation, security, and governance all operate within a single enterprise system.
CRM Is About More Than Customer Records
Modern CRM processes are document-intensive. Contracts, quotes, customer correspondence, approvals, and compliance artifacts are essential to how organizations serve and manage customers.
While Salesforce promotes “seamless” SharePoint integrations, these typically focus on file access rather than enterprise governance. Documents may be reachable, but they are not consistently controlled.
Where DocIntegrator Adds Critical Value
DocIntegrator connects ServiceNow CSM and SOM directly and seamlessly with SharePoint, allowing organizations to:
- Keep documents in SharePoint, leveraging Microsoft as the system of record
- Govern document access and lifecycle through ServiceNow workflows
- Automate approvals, signatures, and document routing
- Maintain full auditability tied to customer processes
With DocIntegrator, ServiceNow becomes the system that orchestrates customer interactions, while SharePoint securely manages documents. The result is a CRM architecture built for scale, compliance, and long-term value—something Salesforce cannot deliver natively.