Equip store managers and associates with the tools to manage day-to-day retail operations.
Retail Operations Overview Getting Started
product Retail Operations Turn each store into your best store. Help teams deliver better in-person shopping experiences with unified operations across all locations. Watch Demo Get Data Sheet
How does Retail Operations work? It connects HQ to your stores for end-to-end visibility. Store tasks are managed in one unified portal, while AI supports store teams with self-service for questions and requests—helping teams execute consistently across locations. Watch Video (2:07) Explore AI Agents
Benefits of Retail Operations Execute consistently at all locations Get clear visibility from headquarters to stores, and help teams run operations consistently across owned and franchise locations. Video CTA Make store teams your competitive advantage Assign and track work easily with full visibility. Clarify priorities and reduce busywork—so your team can focus on serving customers. Video CTA Stop problems before customers notice Empower store teams to get answers independently with instant AI-powered support. Resolve problems faster, minimizing customer impact. Video CTA Transform with a single platform The ServiceNow AI Platform unites AI agents, data, and workflows on one enterprise-grade platform built for scale, trust, and efficiency. Video CTA
Use cases for Retail Operations
Consistent Execution
Connect headquarters to stores Streamline how you assign tasks across stores and track their completion from a single unified portal. Deliver consistent execution of processes and brand standards at all locations. Get Data Sheet
Related links Retail Service Management Strategic Portfolio Management
Store Support
Give instant help to stores Give store teams the power to solve issues independently with AI-powered guidance. When they need help, fast support is ready—helping keep customer experiences seamless. Get Data Sheet
Related links Retail Service Management Field Service Management
Agent Productivity
Increase productivity with AI agents Improve store support agent satisfaction by removing manual, time-consuming work. Work with AI agents that can autonomously complete tasks. Watch Video (2:07) Read Report
Related links Retail Service Management AI Agents
Task Management
Manage tasks effectively Manage all store tasks in one single place. Help store associates get more done with mobile experience. Get Data Sheet
Related links Retail Service Management Strategic Portfolio Management
Performance Insights
Drive continuous improvement Give store operations leaders real-time visibility to spot bottlenecks early and prevent issues across stores. Get Data Sheet
Related links Retail Service Management Process Mining
End-to-End Visibility
Model complex retail organizations With our retail data model, model your entire retail organization including owned and franchise stores, with clear visibility and communication throughout the hierarchy. Get Data Sheet
Related links Retail Service Management Field Service Management
Industry leaders rely on ServiceNow to make work better Discover how Sunoco's retail transformation modernized and simplified workflows, leading to a 10% reduction in maintenance spend. Watch Webinar
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps, and data. See All Integrations
Use the ServiceNow ecosystem Explore our learning tools, community, and partner offerings to find the level of support you need. Training and certification Boost your career with a globally recognized ServiceNow certification. Partners Find a ServiceNow partner that has proven expertise to meet your business needs. Product documentation Learn how to use our products, find answers to your technical questions, and explore products by release. Community Join our community to learn, share, and connect with users about ServiceNow solutions.
Resources for you See All Resources EBOOK The Unified Retail Operating Model Discover how AI agents coordinate work across store operations, field service, and customer service to deliver seamless experiences in-store and beyond. Video CTA Read Ebook EBOOK Transforming retail with GenAI Video CTA Get Ebook BLOG ServiceNow Named a Leader in Gartner® Magic Quadrant ™ for CRM CEC 2025 Video CTA Read Blog
ServiceNow Impact® Get the support and expertise you need to realize value fast. Achieve success your way with a success plan tailored to you. Learn About Impact
Frequently asked questions Expand All Collapse All What is omnichannel?
Omnichannel refers to a seamless, integrated, and consistent customer experience across multiple channels, including online, in-store, and mobile. Omnichannel helps ensure a cohesive and personalized experience for customers, regardless of how or where they interact with a brand.
What is NPS (Net Promoter Score)?
Net Promoter Score measures how likely customers are to recommend your brand to others. By helping stores operate more smoothly, ServiceNow Retail Operations supports better in-store experiences that lead to higher NPS.
What are store operations?
Store operations cover the everyday work that keeps retail locations running smoothly—from staffing and inventory to merchandising and customer service. When these basics work well, stores run more consistently and deliver the experience customers expect.
What is an AI agent?
ServiceNow AI Agents help teams keep work moving twenty-four hours a day, seven days a week. Built into the ServiceNow AI Platform, they handle routine tasks like troubleshooting store equipment and support more complex work, such as managing product recalls. They also help store support agents work faster by summarizing chats and cases, drafting email replies and knowledge articles, and assisting with task completion.
What is a store support agent?
A store support agent works from a central team to support retail associates across owned and franchise stores. They help resolve issues with systems, equipment, inventory, and day-to-day tasks—so store teams can work more efficiently and deliver better customer service.
Talk to an expert Connect with our product experts to arrange a custom demo. See how Retail Operations can work in your environment. Schedule Demo
Home Retail Operations
Contact Demo