Today, more than ever before, retailers face razor-thin margins where every opportunity to optimize counts. Managing retail store operations and ensuring exceptional customer experiences can be both time-consuming and costly.
Retailers often struggle with disconnected systems and processes, making it hard to streamline store operations and support customers effectively. Separate systems for corporate-owned stores and franchises create data silos, and high turnover rates and seasonal staffing changes add to the complexity and cost of management.
ServiceNow’s new retail industry solutions, Retail Service Management (RSM) and Retail Operations (RO), elevate your retail experience by empowering store associates, delivering exceptional customer service, and providing end-to-end visibility from headquarters to the store level.
The new Retail Data Model and Retail Case capabilities now available in Retail Service Management and Retail Operations provide the foundation for store support and operational use cases. Get started with ServiceNow retail products by learning how to set up your retail store hierarchy and use the new retail case.
Retail Data Model:
Managing retail store operations requires detailed store information, emphasizing the importance of business location attributes. Teams, regardless of their technical experience, must quickly grasp how the data applies to their retail use cases. Additionally, future workflows may rely on this detailed information.
To tackle these challenges, the Xanadu release introduces the foundational retail organization data model. Built specifically for retail, it references Service Model Foundation tables and offers a tailored experience with additional attributes and future capabilities for retail and hospitality use cases. This Retail Data Model simplifies creating business locations with all the necessary retail attributes.
- Reduce time to value with retail-specific attributes within OOTB retail fields
- Improve admin experience by including important retail attributes during configuration
- Increase operational efficiency by providing foundational data required for retail cases and future automation
Model retail organizations with a dedicated data model
Retail Base Case
Store support is crucial for retail organizations. Simplifying these processes for quick issue resolution greatly benefits retail operations. Currently, retailers use a standard case to request help, including fields like "Requesting Service Organization" and install base items. However, generic labels and irrelevant fields can confuse users who need to resolve store issues quickly.
To address these challenges, the Xanadu release introduces a foundational Retail Case type tailored for store support. It removes unnecessary fields and streamlines the process, allowing store teams to quickly create and resolve cases in-store (e.g., a store manager creating a case for a broken lightbulb to be replaced by their own team).
- Reduce time to value with a retail case type for OOTB usage and to reduce customization needs
- Improve agent experience by displaying key retail content for store support use cases
- Improve store worker experience by tailoring default case submission forms to store use cases
Streamline retail cases to simplify support
Learn more:
For more information on Retail Industry, visit the Retail Operations and Retail Service Management
