Case Study

Commission Dispute AI Integration

A leading provider of cloud-based sales performance and incentive compensation solutions, helping enterprises improve sales efficiency, transparency, and analytics.

Business Challenge

Sales representatives have no single, transparent point of access for commission data or dispute resolution. Current processes are manual, siloed across systems, and offer little visibility – creating inefficiencies, slow resolution times, and friction that erodes seller confidence in the compensation process.

The objective was to:

• Enable AI-driven commission inquiries directly within ServiceNow using Now Assist
• Integrate ServiceNow with the customer’s commission management platform to retrieve accurate commission data via MCP
• Allow users to raise compensation disputes seamlessly within the same experience
• Provide on-demand visibility into dispute status through AI workflows
• Reduce manual effort, improve transparency, and enhance user experience for Sellers and Analysts

Solution

Implement an AI-driven commission inquiry and dispute experience in ServiceNow integrated with the customer’s commission management platform via MCP, enabling commission data retrieval, dispute creation, and AI-based status tracking in a seamless user experience.

Key capabilities include:

• AI-powered commission inquiries via Now Assist for instant, accurate answers within ServiceNow
• MCP-based integration with the commission management platform for real-time commission data retrieval
• AI-driven dispute creation and automated status tracking through Agentic Workflows — no manual follow-up required
• End-to-end ServiceNow workflow coverage delivering full transparency for Sellers and Compensation Analysts

Business Impact & Value

Operational Impact

• Reduced manual effort and improved data consistency through AI-driven workflows and MCP-based integration between ServiceNow and the commission management platform
• Greater process standardization across commission inquiry and dispute resolution, replacing fragmented, ad-hoc approaches

End-User Impact

• Faster, self-service access to commission data without navigating external systems
• Quick, intuitive dispute creation and on-demand status tracking — all within the ServiceNow environment sellers already use daily

Summary

The project delivers an AI-powered commission dispute solution in ServiceNow integrated with the customer’s commission management platform via MCP, enabling users to query commission data, raise and track disputes through Now Assist and Agentic Workflows, reduce manual effort, improve transparency, and provide a ServiceNow Store application.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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