ServiceNow
Workflow platform for service management and enterprise operations
ProPay integrates with ServiceNow, a policy, risk, or CRM platform. ServiceNow is an enterprise workflow platform originally built for IT service management, now used broadly for case management and cross-department workflow orchestration, including claims escalation at some operators. ProPay authorizes claims against the context it holds and writes decisions back.
ServiceNow is an enterprise workflow platform originally built for IT service management, now used broadly for case management and cross-department workflow orchestration, including claims escalation at some operators. ProPay reads the context ServiceNow already holds and authorizes the claim against it, writing the decision, and everything that led to it, back as the record of what happened.
What ProPay does with ServiceNow
ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates it against the coverage ServiceNow holds, case records and workflow tickets, before authorizing repair versus replace, or approving inside your configured thresholds.
The context that reaches ServiceNow isn’t a call transcript, it’s a structured SMS conversation. ProPay triages the homeowner over text, with 80 to 83 percent responding, and that exchange is what populates the fields ServiceNow needs to authorize the claim correctly the first time.
From there, ProPay sources parts across suppliers, tracks the order, and validates the resulting invoice against the authorization record before payment releases, with every decision written back to ServiceNow alongside the confidence level it was made at.
How the ServiceNow connection works
ServiceNow’s REST API is well documented for case and ticket data, which is where ProPay reads and writes.
Where ServiceNow doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking ServiceNow to change. Authorization, parts, and payment can go live against ServiceNow independently of each other.
What stays in ServiceNow
Cross-department workflow orchestration outside the claim itself stays inside ServiceNow.
What changes is how much of the authorization decision a person has to make by hand. ProPay applies your business rules against the context in ServiceNow and routes only the exceptions to a reviewer.
Data handling and security
The connection to ServiceNow runs on a company-specific ProPay instance, one carrier’s policy and claim data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every authorization decision carries a confidence level and the inputs it drew from ServiceNow, and is logged. Decisions above your configured value or confidence thresholds route to a person before anything executes.
Deploying the integration
A dedicated Forward Deployed Engineer works with your team to build and maintain the ServiceNow connection, mapping the specific fields and authorization rules your program already runs on.
Frequently asked questions about ProPay and ServiceNow
Does ProPay replace ServiceNow?
No. ServiceNow remains the system of record for the underlying policy and case data; ProPay executes the authorization decision and the work that follows it.
How does ProPay connect to ServiceNow?
ServiceNow’s REST API is well documented for case and ticket data, which is where ProPay reads and writes. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Are authorization decisions against ServiceNow auditable?
Yes. Every decision carries a confidence level and the specific inputs from ServiceNow it was based on, and is logged for review.
