Zaelab

Connect revenue operations around the customer to reduce handoff friction and support consistent experiences across sales, service, and renewals.

Help buyers find products and place complex B2B orders through account-specific self-service purchasing.

Help buyers find relevant, consistent product content across channels and journey stages.

Connect marketing to the customer journey, reach relevant audiences, improve engagement, and measure results.

Help sales teams configure complex products, apply pricing and approvals, and create accurate customer-ready quotes faster.

Manage agreements from draft through renewal, identify unusual terms, and connect contract information to customer-facing systems.

Align storefront and sales pricing through shared pricing logic, automated customer terms, and controlled discount approvals.

Help buyers understand configured products and carry buildable selections into pricing and quotes.

Give service teams customer context and let customers resolve common questions through self-service.

Connect field work, technician guidance, and asset history to help teams resolve jobs and anticipate equipment failures.

Clarify coverage, automate standard claim handling, and track recalls and recoveries to reduce claim back-and-forth.

Help service teams deliver contracted coverage and service levels while identifying out-of-scope work and upcoming lapses.

See equipment conditions, surface faults early, and connect monitoring to service work to help prevent downtime.

Connect orders to ERP, fulfillment, and billing while reducing duplicate entry and showing customers shipment status.

Connect fulfillment systems and expose order availability, delivery status, and exceptions to support customer delivery commitments.

Align invoices with orders and contracts, support recurring and usage-based billing, and provide payment and dispute context.

Manage recurring revenue and subscription billing over the customer lifecycle, from purchase through renewal.

Use customer and contract context to surface renewal risks, act before contracts lapse, and identify account growth opportunities.

Reveal customer friction and prioritize what to fix so platform and experience decisions are based on evidence.

Create coherent, easier-to-use cross-channel experiences that reduce steps to purchase and reinforce a consistent brand.

Select and connect platforms that fit business needs while helping avoid technical debt.

Redesign workflows before configuration so systems support a better way of working instead of inherited process problems.

Coordinate connected workstreams under one accountable program and align delivery around a shared outcome.

Connect business platforms and deliver tested systems from blueprint to launch, including migrated data and documented workflows.

Put senior expertise close to users and problems to shape solutions and move from problem to value faster.

Support adoption of new systems through readiness planning, communications, role-based training, and practical resources.

Turn connected-system data into trustworthy visibility that helps leaders make informed decisions and act on performance issues.

Keep live platforms stable and secure while continuously improving their capabilities and value after launch.

Automate repetitive work across the customer journey with AI agents integrated into enterprise systems.

Connect fragmented platforms to reduce operational complexity and give AI agents connected data to work with.

Establish governance and organizational readiness to scale AI across the enterprise beyond a single pilot.

Use live ServiceNow data to deliver timely, personalized customer communications and clearer experiences across the customer journey.

Keep commerce stores and back-office systems in sync and manage integrations from the commerce admin.

Help B2B sellers launch Shopify-based buying with quoting, account controls, approvals, and ERP connectivity without a custom build.

This CPQ accelerator is consolidated into Configure, Price, Quote and is not listed separately.

Customer to Cash Revenue Systems

Zaelab connects commerce, quoting, contracting, ordering, fulfillment, billing, service, and renewal into a customer-centered revenue system. It integrates with existing systems and can connect the full journey or begin with the stage creating the most friction. AI agents can work across connected workflows with visible actions and human involvement where needed.

Commerce

Zaelab designs and builds self-service commerce experiences for complex B2B purchasing, including large catalogs, account hierarchies, contract pricing, approval rules, repeat ordering, and procurement integrations. It delivers commerce on Shopify, commercetools, BigCommerce, SAP, and Adobe, supporting platform selection, implementation, and modernization.

Content

Zaelab creates a shared home for product data, documentation, and marketing content, connecting content platforms such as Storyblok to storefronts, portals, and marketing sites. Content is structured for reuse across channels and matched to customer journey stages. Zaelab also migrates content from legacy CMS platforms while preserving its structure.

Marketing

Zaelab’s marketing practice connects awareness, customer experience, and engagement. Services span strategy, growth, experience and optimization, lifecycle, and intelligence, including research, campaign planning, media, SEO, advertising, marketing automation, content creation, analytics, and reporting. For ServiceNow customers, Zaelab can build marketing natively on Tenon using live customer data and connect campaigns to sales and service.

Configure, Price, Quote

Zaelab implements CPQ solutions for complex products, building configuration and pricing rules into ServiceNow CPQ. The solution supports guided configuration, contract terms and pricing rules, threshold-based approvals, quote documents, and recommendations. It also connects CPQ with business systems and can align quoting with commerce, inventory, and fulfillment. LogiKit, Zaelab’s ServiceNow CPQ accelerator, is incorporated into this solution: its industry templates, reusable rules, visual workflow design, AI-assisted scenario validation, version control, integrations, and deployment capabilities help tailor and accelerate implementations.

• Create Validated Product Configurations
  Guide product selection and identify relevant constraints before a quote is sent.
• Apply Pricing Rules And Route Approvals
  Apply business-specific pricing rules and route exception discounts for approval while supporting consistency across commerce and sales-assisted quotes.
• Reuse Industry Templates And Rules
  Start with pre-built industry blueprints and configuration rules instead of recreating recurring CPQ components.
• Connect CPQ With Business Systems
  Connect quoting to ERP, CRM, and other systems so relevant pricing, availability, quote, and order data can move across business processes.
• Generate Customer-Ready Quotes
  Create quote documents from configured products and present relevant options during the quoting process.
• Design And Deploy Workflows Visually
  Design customer journeys through a visual interface and publish configurations to ServiceNow.
• Test Scenarios And Track Changes
  Validate pricing scenarios in batches, automate field descriptions, and review configuration change history.
• Carry Visualized Configurations Into Quotes
  Keep the product shown to buyers aligned with configuration rules and carry selections into pricing and quotes.

Contract Management

Zaelab connects agreement workflows from negotiation and approval through execution and renewal. Built on Docusign Intelligent Agreement Management, the solution supports agreement intake, negotiation and redlining, risk flagging, and tracking of key dates and obligations. Contract data connects with commerce, CPQ, CRM, and service systems.

Pricing

Zaelab connects commerce and CPQ pricing so customers see consistent prices in storefronts and sales quotes. Shared price lists and contract terms align standard catalog pricing with complex bundles, negotiated discounts, and non-standard terms. Approval workflows route discounts that exceed defined thresholds.

Product visualization

Zaelab builds 3D product visualization into buying experiences for complex products. As buyers select options, the model updates using the same configuration logic as the quote, so the product shown is one that can be made. Visualization can be embedded in a storefront or quote, with selections carried into pricing and quoting.

Customer Service

Zaelab builds customer service on ServiceNow CSM, connecting cases to the same account record as orders and contracts. Agents can see purchases, configurations, and past cases before responding, while customers can use a self-service portal for questions that do not require an agent.

Field Service Management

Zaelab builds field service management on ServiceNow, connecting dispatch, technician mobile workflows, and asset service history to customer and order records. The solution matches jobs with technicians, crews, or contractors with appropriate skills and parts, provides mobile guidance and asset history, and uses asset data and service patterns to trigger maintenance before breakdowns.

Warranty & Claims

Zaelab builds warranty and claims workflows on ServiceNow MCO, connecting claims to order and asset records. Warranty terms are visible to agents, standard claims can be validated against policy and routed automatically, recall campaigns can run on the same platform, and supplier and manufacturer recovery can be tracked against claims.

Service Contracts & Entitlements

Zaelab builds service contracts and entitlements on ServiceNow CSM, placing coverage and service levels on the same record as the cases they govern. Teams can see account coverage when a case opens, validate cases against active contracts, and use contract-based service levels to guide routing and priority. Contract terms and expiry dates are visible to service teams.

Connected Assets & Remote Monitoring

Zaelab builds connected asset monitoring on ServiceNow, providing visibility into production and field equipment. Operational Technology Management maps assets to production processes, surfaces asset data, and manages asset lifecycles and vulnerabilities. Connected to service and field-service workflows, monitoring can flag faults and automatically open work orders.

Order Management

Zaelab’s Order Management solution is built on ServiceNow Sales and Order Management. It holds orders, billing handoffs, and fulfillment status in one place, connecting orders from storefronts, sales representatives, and EDI to ERP systems including SAP, Microsoft Dynamics, Acumatica, and Infor. Warehouse availability can be checked before an order promise is made, and shipment and delivery status can be made visible to customers.

Fulfillment and orchestration

Zaelab connects fulfillment to warehouse, carrier, and ERP systems. Built on ServiceNow Sales and Order Management, the solution carries fulfillment status alongside the order, coordinates warehouse and carrier selection, and surfaces backorders or delays. Zaelab has fulfillment integration experience across SAP, Microsoft Dynamics, Acumatica, and Infor.

Billing & Payments

Zaelab connects billing and payments to order and contract records so invoices reflect what the customer agreed to buy. It supports recurring, usage-based, and hybrid billing through platforms such as Aria connected to ServiceNow order records. Payment status, accounts receivable aging, and terms are visible on the customer record, and questioned charges can be traced to their source order and contract.

Subscriptions

Zaelab supports recurring revenue management across the subscription lifecycle, from the first purchase through billing and renewal. It addresses recurring, usage-based, and hybrid models and connects subscription billing to the wider customer-to-cash journey.

Renewals & Expansion

Zaelab connects renewals and expansion to the wider customer journey, linking renewal activity with contract terms, service history, orders, billing, and subscription data. This connected view helps teams see renewal timing, identify risk, and use service outcomes to inform renewal conversations and future contracts. The solution also supports proactive campaigns and renewal and upsell activity.

Strategy & Journey Mapping

Zaelab researches how customers move through a business, where they stall, and which parts of the journey cost the most. The service combines buyer interviews, journey mapping, persona and scenario mapping, competitive benchmarking, and feature prioritization. Deliverables include a mapped customer journey, buyer personas and scenarios, benchmarking, and prioritized recommendations. The work informs platform architecture and experience design.

Experience design

Zaelab designs storefront, portal, and service experiences as one coherent customer experience. The service turns journey maps and personas into interfaces, with navigation, search, and checkout designed to reduce steps to purchase. Deliverables include a reusable design system, interface designs for priority flows, a content model, and an omnichannel style guide. Experience Design follows Strategy & Journey Mapping and feeds into Implementation & Integration.

Platform architecture

Zaelab designs how commerce, CPQ, CRM, and service platforms connect and recommends which platform should carry each part of the business. The service assesses the current technology stack, evaluates platform options, defines integration strategy for ERP, PIM, and CRM, and plans replatforming or migration. Deliverables include a technology gap analysis, platform recommendation, integration map, and migration plan when needed.

Process engineering

Zaelab maps current workflows and redesigns them before systems are configured. The service identifies manual, siloed, and undocumented processes; defines how quotes, cases, and exceptions should flow; and determines where automation, AI, and human involvement fit. Deliverables include current-state process maps, future-state workflows, and a blueprint ready for configuration.

Program management

Zaelab manages connected-systems initiatives spanning workstreams such as commerce, CPQ, and service. The service establishes a program plan, coordinates teams and dependencies, manages program-level risks, and provides executive reporting. Program management runs across the engagement with one person responsible for the initiative’s overall success.

Implementation & Integration

Zaelab takes platform implementation from blueprint through launch and the first weeks after. The service maps business needs to a multi-platform architecture, builds systems with migrated data and feature parity, and connects them to ERP, PIM, and CRM. Work includes cross-browser, cross-device, and business-feature testing, performance testing, launch planning, redirects, training, and documentation.

Forward-deployed pods

Zaelab’s forward-deployed pods are small, senior teams embedded within a client organization or working in close lockstep with it. They work alongside users to understand problems, edge cases, and organizational context, then ship, test, and adjust solutions in rapid cycles. Pods can deliver implementation, process engineering, or platform work and are measured on results and time to value. Enterprise AI pods can include senior AI engineers, enterprise architects, and delivery leaders.

Change management and enablement

Zaelab helps organizations turn new systems into tools their teams trust and use. The service covers organizational readiness assessment and adoption planning, rollout communications, role-based training, and enablement materials such as job aids, playbooks, and certifications. Adoption work runs alongside and after implementation.

Data & Analytics

Zaelab turns data from connected Customer to Cash systems into decision-ready analytics. The service defines business-outcome KPIs, structures reporting layers, and builds role-based dashboards that make pipeline health, service SLAs, and revenue leakage visible. Analytics are designed around users’ needs and intended to provide views leadership can act on.

Managed Services

Zaelab stays engaged after launch with an Operate and Innovate service model. Operate protects live platforms through SLA-backed support, performance monitoring, enterprise security, preventative maintenance, and break/fix resolution. Innovate provides ongoing access to senior engineers for new features, composable technology integrations, market entry, and sprint-by-sprint enhancements.

Agentic Workflows

Zaelab embeds AI agents powered by Anthropic’s Claude models into business processes across the customer journey, with particular value in quoting, service, and renewal. Zaelab connects systems and data so agents can work within production workflows and business systems.

Application Consolidation

Zaelab connects underlying platforms to simplify fragmented technology environments and create a connected foundation for enterprise AI. Connected data supports AI agents working in business systems and workflows.

Enterprise AI enablement

Zaelab helps organizations establish AI governance and organizational readiness to scale AI across the enterprise. The service is part of Zaelab’s enterprise AI approach, which combines Anthropic’s Claude models with delivery expertise to embed AI in existing systems, workflows, and teams.

Category: AI Consulting

Tailrd

Tailrd is the customer experience layer for ServiceNow CRM. It uses live ServiceNow data to build audience segments, trigger customer journeys, and personalize email, SMS, and landing pages. Tailrd captures customer intent as signals and turns back-end execution into confirmations and tailored offers. It supports customer self-service for configuring, quoting, ordering, tracking, and managing service. Tailrd industry blueprints, incorporated here, use AI and buying scenarios from complex industries to shape working customer experiences.

• Turn Buying Scenarios Into Experiences
  Use industry buying patterns and AI-supported experience creation to shape customer journeys and offers on ServiceNow.
• Reach Audiences And Respond To Events
  Use current ServiceNow data to create relevant audiences and trigger communications when customer events occur.
• Connect Customer Intent To Execution
  Link customer-facing activity with ServiceNow execution and provide confirmations based on live records.
• Personalize Customer Communications
  Create multi-channel communications using live customer data and review campaign and engagement performance.
• Manage The Journey Through Self-Service
  Let customers manage key activities across the journey through self-service experiences.

Fuse

Fuse is Zaelab’s real-time integration platform for connecting commerce stores to SAP and other back-office systems. It supports bidirectional data sync and runs as an app inside the commerce admin, where teams connect systems, configure flows, and monitor sync activity. Fuse includes SAP S/4HANA and SAP ECC connectors, AI-assisted mapping and error analysis, portable configurations, and operational visibility.

PortulGo

PortulGo is an enterprise B2B commerce solution for Shopify Plus, combining a pre-built app, a Shopify-native storefront theme, and 23 B2B modules. It extends Shopify’s native companies, catalogs, price lists, and payment terms with quoting, approvals, credit management, sales-representative tools, buyer self-service, and enterprise account structures. The Enterprise package connects the storefront to ERP systems through Fuse for real-time synchronization.

LogiKit

LogiKit is Zaelab’s accelerator for ServiceNow CPQ. Its industry blueprints, configuration rules, visual workflow designer, AI-powered testing, integrations, version control, and deployment capabilities are incorporated into the Configure, Price, Quote solution.