What’s new in the Zurich release for Retail

[ShannonKlaus]

In today’s environment, retailers are navigating unprecedented challenges, from rapidly shifting consumer demands to ineffective communication between stores and HQ. Retailers want to meet their customers' demands while maximizing productivity and operational efficiency.  

The latest Retail enhancements in the Zurich release introduce features designed to increase operational efficiency, improve store productivity, and simplify in-store processes.  

Here are the major features we will discuss:  

1. Retail mobile 
2. Retail case types  

• Retail customer complaint case type 

• Store inquiry case type 

• HQ communications case type 

• In-store operations case type 

 

Retail mobile 

Associates and managers aren’t spending all day at a desk—they are moving around the store, serving customers, and keeping the location up and running. In the Zurich release, the Retail mobile app provides a tailored mobile experience for associates and managers to request help from HQ and see information about their store while maintaining the flexibility to move around the store and serve customers.  

This feature increases store productivity by enabling access to quick links, knowledge base articles, and catalogs on iOS and Android devices, improves store team experience with retail-specific views to focus on key information, and reduces time to value with a configurable OOTB mobile experience.  

Retail case types 

Managing retail operations is inherently complex, requiring seamless coordination between in-store tasks, customer complaint resolution, HQ inquiries, and broader HQ operations. Without unified visibility into these processes, it becomes challenging to streamline workflows, address customer concerns efficiently, and ensure consistent execution across all levels of the organization. In the Zurich release, retail case types provide out of the box fields and workflows to improve complaint processes, facilitate store to HQ correspondence, manage HQ communications, and streamline in-store operations. These four new foundational case types can support many different use cases in the retail space. 

The retail customer complaint case type helps manage customer complaints regarding retail locations. This feature increases operational efficiency with a specific case type to capture store-related complaints from guests and improves customer experience by orchestrating responses to complaints. 

 The store inquiry case type facilitates requests from store teams to HQ service and support. 

This feature improves store team experience with a streamlined case type for contacting HQ, increases operational efficiency with a defined workflow for resolution, and can serve as a starting point for varying store-to-HQ use cases. 

In addition to the retail customer complaint and store inquiry case types, the Q3 store release introduces two other foundational case type tables: 

The HQ communications case type manages work that requires coordination among HQ teams. This feature increases operational efficiency with a dedicated HQ case type for initiating and coordinating large scale actions across stores, reduces coordination effort by using HQ communications cases as a parent case for in-store operations, and reduces time to value with a case type that can be applied to other HQ use cases.  

The in-store operations case type is used for reporting issues and assigning tasks at retail locations. This feature improves operational efficiency by standardizing how in-store issues are reported, tracked, and resolved, decreases time to resolution for in-store issues with structured task assignments and tracking, and reduces time to value with a case type that can be used for varying in-store use cases.  

These are a few highlights of the Zurich Store release features for Retail. From simplifying frontline access with a dedicated mobile experience to providing out of the box case types and workflows to automate various retail tasks, these innovations will increase operational efficiency and store productivity by improving the in-store experience and standardizing operations.  

ServiceNow's Retail Operations and Retail Service Management solutions work together to optimize in-store operations and boost employee efficiency. In addition to feature enhancements for Retail, customers who adopt these solutions will also gain access to Zurich enhancements of the ServiceNow Customer Service Management solution. You can explore these updates here. Check out our Retail Industry page to discover how Retail works with ServiceNow.  

To learn more, schedule a meeting and demo with your account team or contact us here.