Retail Service Management delivers great customer experiences and improves service operations with GenAI.
Retail Service Management Overview Getting Started
Retail Service Management Build lasting brand loyalty with unified customer service across channels. Get fast, seamless resolution with AI that can act and resolve. Watch Demo (4:06) Get Data Sheet
How does Retail Service Management work? It orchestrates workflows across HQ and stores on a single data model. Real-time customer and operational data come together in one view, with AI supporting coordination and faster issue resolution. Explore AI Platform Explore AI Agents
Benefits of Retail Service Management Support omnichannel retail Connect your store locations and deliver end-to-end customer service across channels, helping complex retail organizations see measurable results faster. Video CTA Let AI agents handle routine work Use AI agents to triage cases, execute playbooks, and automate approvals so human agents can focus on serving customers. Video CTA Streamline issue resolution Orchestrate tasks across departments such as e-commerce, inventory, and fulfillment to speed resolution and strengthen customer satisfaction and loyalty. 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 Service Management Omnichannel Support
Unify support on any channel Let customers reach support on their preferred channel—online, phone, or in store. Give service teams comprehensive customer context, no matter how customers reach out. Get Data Sheet Watch Demo
Related links Retail Operations Field Service Management
Self-Service
Reduce caseloads with self-service Enable AI-powered self-service so customers resolve issues faster, freeing service teams to focus on cases that need a human touch. Get Data Sheet Get Details
Related links Now Assist Service Portal
Agent Productivity
Boost agent productivity and satisfaction Reduce repetitive work with AI agents that can complete tasks autonomously. Out-of-the-box retail case types streamline common retail scenarios. Explore AI
Related links AI Agents Responsible AI
Automated Workflows
Orchestrate cross-department workflows Reduce manual handoffs and support faster case resolution by automating multi-step workflows across systems and departments in parallel. Get Data Sheet Get Details
Related links Retail Operations Field Service Management
Continuous Improvement
Gain visibility into service operations Get real-time, actionable insights. Identify process bottlenecks and drive continuous improvements with Process Mining and Predictive Intelligence. Get Data Sheet
Related links Process Mining Task Intelligence
Store Support
Give instant help to stores Together with ServiceNow Retail Operations, give stores fast support from HQ when issues arise. Help deliver seamless in-store customer experiences. Get Data Sheet
Related links Retail Operations Field Service Management
“We immediately recognized the importance of the platform approach. The ease at which we can integrate new features will really accelerate our transformation.” Guillaume Porquier Director of Information Systems, St Maclou Read Story
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
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 BLOG ServiceNow Named a Leader in the Forrester Wave™: Customer Service Solutions Video CTA Read Blog BLOG ServiceNow Named a Leader in Gartner® Magic Quadrant™ for CRM CEC 2025 Video CTA Read Blog EBOOK Transforming retail with GenAI Video CTA Read Ebook
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Frequently asked questions Expand All Collapse All What is customer retention?
Customer retention is the process of maintaining customer loyalty by implementing strategies and initiatives to encourage repeat purchases and long-term relationships with a business. Customer retention often reflects how well a brand meets customer expectations and provides value to customers. Customer retention strategies can increase customer lifetime value and support sustainable business growth.
What are customer service metrics?
Customer service metrics help retail and hospitality organizations track and improve their customer support performance. They track speed, quality, and resolution of service interactions. By monitoring these metrics, brands can gain insights into customer interactions that allow them to optimize service operations, improve experiences, and strengthen customer loyalty.
What is self-service?
Self-service is an approach where retail customers are able to access resources to find quickly solutions on their own. Modern self-service systems are intelligent and autonomous, providing personalized guidance and support without requiring assistance from a human service representative. Self-service reduces wait times, empowers customers with instant help, and frees human customer service representatives to focus on high-value, empathetic service.
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. Retail Service Management delivers great omnichannel service experiences, empowering customers to contact support on their preferred channel and be automatically routed to the right department with their full customer context.
What is an AI agent?
ServiceNow AI Agents are designed to operate 24/7, autonomously gathering data, making decisions, and executing tasks to achieve predefined goals. Integrated into the ServiceNow AI Platform, these AI agents can handle routine tasks such as depositing loyalty points, as well as more complex tasks like resolving problems with a customer order. Additionally, they enhance the productivity of human agents by summarizing chats and cases, generating email replies and knowledge articles, and helping them complete tasks more efficiently.
Talk to an expert Connect with our product experts to arrange a custom demo. See how Retail Service Management can work in your environment. Schedule Demo
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