Put AI to work for retail Boost customer satisfaction and accelerate growth with a single AI platform. Elevate retail experiences, simplify operations, and reduce costs. Read Ebook
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Explore retail solutions Enhance customer experiences and boost productivity by empowering frontline staff. Streamline operations and modernize your technology with the power of AI. 
Streamline Retail Operations
Provide exceptional in-store customer experiences Automate store tasks, operations, and provide visibility to HQ on store performance, enabling frontline staff to serve customers better. 
Related products  Retail Operations Field Service Management
Deliver Great Omni-Channel Experiences
Offer consistent customer service across channels Empower agent productivity with smart self-service. Deliver omni-channel customer support and experiences through a unified platform at every store. 
Related products  Retail Service Management Retail Operations
Improve the Employee Experience
Boost productivity while enhancing health and safety Improve productivity when you make it easier for employees to find the help they need. Build a strong safety culture with automated health workflows and risk mitigation. 
Related products HR Service Delivery Health and Safety
Elevate retail operations with ServiceNow technologies Connect your entire retail ecosystem on a single platform. Simplify retail operations, enhance customer experiences, boost vendor collaboration, and drive productivity.  Retail Operations Empower retail managers and associates to enhance store operations and improve in-store customer experiences.  Explore How Retail Service Management Connect HQ, stores, and regional teams with AI-powered workflows for seamless customer experiences.  Explore How HR Service Delivery Enhance productivity with centralized support, giving retail employees easy access to self-service guidance.  Explore How Sourcing and Procurement Operations Streamline source-to-receipt for seamless purchasing and case management with a unified procurement layer.  Explore How IT Service Management Provide resilient IT services to enhance productivity, resolve issues quickly, and fuel innovation.  Explore How Strategic Portfolio Management Coordinate multiple workstreams and manage site openings easily. Consolidate tasks on a single AI-powered platform.  Explore How
Ambev promotes growth mindset among employees Discover how Ambev integrated key systems like SAP and Workday with ServiceNow, enabling seamless operations across the business. Read Customer Story 
Hartlauer elevates staff and customer service levels See how Hartlauer seamlessly switched to ServiceNow. Hartlauer improved support with a single portal that enabled quick help requests and integrated knowledge access. Find Out How
Lowe’s puts HR experience at the heart of operations Learn how Lowe's HR portal has handled over 4M cases in four years. See how Lowe's enabled data analysis for further optimization and offering associates a more efficient HR experience. Read Case Study
Selecta unifies users onto a single portal Understand how Selecta used ITSM to offer a single service desk for the whole company. No matter the business unit or location, all staff can easily submit tickets through a user-friendly portal. Find Out How
UCC kicks off user-centric digital transformation Learn how UCC transformed the employee experience by replacing a complex legacy portal with a more user-friendly, simpler interface. Read Story
Featured resources View Resources
EBOOK Transforming retail with GenAI Get Ebook
Industry Trends The Art of the Impossible Retail Mega Trends The Retail Value Chain Data Sheets Retail Operations Retail Service Management Demos Retail Operations (5:07) Retail Service Management (4:06)
ServiceNow helps the world work better Watch video See how ServiceNow can help you maximize store demand, reduce costs, and manage assets, staff, and tech―all in one retail platform. Discover trends Explore key retail trends shaping 2024 and beyond, from evolving workspaces to empowered consumers and climate impact. Join our community Connect with our community to share knowledge, collaborate, and network with global peers tackling similar retail opportunities.
Frequently asked questions Expand All Collapse All How are ServiceNow retail tools different from traditional point-of-sale (PoS) solutions?
Store associate tools are purpose-built software and capabilities that enhance, automate, and streamline in-store workflows and communication. They aim to improve retail operations and the customer experience. Unlike traditional POS systems, these tools support customer-focused functions (e.g., customer history, next best actions) and specialized back-end tasks (e.g., order fulfillment, inventory scanning).
What features should retailers look for in retail customer service management software?
A retail CMS should include omni-channel integration, real-time data, personalization, and seamless experiences both in-store and online. It should also feature automated workflows and robust analytics to enhance customer engagement.
What is omni-channel customer service?
Omni-channel customer service refers to a seamless, integrated approach to sales, support, and service across multiple channels, including online, in-store, and mobile. Omni-channel offers a cohesive and personalized experience for customers, regardless of how or where they interact with a brand. Read this blogpost to learn more about it.
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