ServiceNow and Devoteam Form Strategic Alliance to Accelerate CRM Transformation Across Europe and the Middle East

ServiceNow, the AI platform for business transformation, has announced a strategic multi-year partnership with Devoteam, a leading AI-first technology consulting firm, to redefine CRM modernization for enterprises throughout Europe and the Middle East.

This collaboration merges ServiceNow’s advanced Customer Service Management (CSM), Sales and Order Management (SOM), and Field Service Management (FSM) capabilities with Devoteam’s deep-rooted expertise in digital transformation. The goal: to help organizations reimagine the entire customer, agent, and seller lifecycle with scalable, AI-powered solutions.

With the CRM market in Europe, the Middle East, and Africa projected to reach $39.24 billion by 2027, according to IDC¹, businesses are actively seeking intelligent, unified platforms that streamline operations and enhance customer satisfaction. Through this partnership, ServiceNow and Devoteam will empower companies to modernize legacy systems, unlock automation, and gain real-time insights—transforming customer experiences at every stage of the journey.

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“Customer expectations that businesses need to deliver on are only getting higher and higher,” said Sebastien Chevrel, Group Managing Director at Devoteam. “We’re proud to be partnering with ServiceNow to help enterprises meet the needs of their customers with every interaction strengthening their overall CRM strategy through best-in-class CSM and FSM. Working together, we’re accelerating the path to value for our customers in this fast-paced environment of AI innovation.”

The partnership enables organizations to tap into a full-stack transformation framework—leveraging Devoteam’s consulting capabilities and ServiceNow’s AI-enhanced platform to future-proof their CRM infrastructure and drive measurable business outcomes.

“As a valued partner, Devoteam has long been at the forefront of supporting our customers in realizing the potential of the ServiceNow Platform,” said Cathy Mauzaize, President, EMEA at ServiceNow. “This alliance positions us to rapidly scale CRM innovation across Europe and the Middle East—driving measurable business outcomes through the unmatched combination of ServiceNow’s AI-powered platform and Devoteam’s trusted expertise. Working together we’re positioned to help our customers realize a faster time to value and new levels of productivity, while delivering standout customer experiences within their CRM initiatives.”

With this alliance, ServiceNow and Devoteam are helping enterprises stay ahead in an increasingly competitive digital landscape—enabling smarter, faster, and more personalized customer interactions across channels and geographies.