Exploring new retail technologies

Retail sales have fallen for 12 consecutive months in the UK, according to the CBI Distributive Trades Survey. With consumer confidence weak, retailers face a challenging environment.

At the same time, they’re stymied by siloed systems, staff turnover, and time-consuming inventory management. These issues are draining resources and detracting retailers from meeting customer needs.

New retail technologies are helping leaders in the sector address these challenges—and freeing employees to deliver optimal experiences.

Combining AI, data, and workflows on a single platform across the entire retail ecosystem is unlocking value, from streamlining operations to empowering employees to better serve customers in-store. Let’s explore how these technologies are making a difference for retailers.

Enabling new workflows

Supermarket chain ASDA, which operates 1,200 stores in the UK, wanted to unify its operations across HR, IT, and other areas.

The retailer spearheaded “Project Future,” a multiyear IT transformation to separate more than 2,500 systems from former owner Walmart. Supporting this wider initiative, the ServiceNow AI Platform acts as a one-stop shop for ASDA employees to do everything from ordering a laptop to flagging HR issues.

New workflows in Customer Service Management and IT Service Management support ASDA’s finance and commercial service operations. Uniting operations on one platform has opened opportunities for innovation.

Automating repair requests

France-based retailer Carrefour, which operates more than 12,000 stores in 30 countries, was facing delays between the discovery and remediation of maintenance repairs.

For example, recurring refrigeration failures resulted in food waste and reduced profitability. The lag time between assigning an engineer to diagnose an issue and receiving replacement parts left retailers frustrated and customers facing empty chiller cabinets.

Carrefour worked with ServiceNow to create a computerised maintenance management system called Click & Repair. Powered by ServiceNow Customer Service Management and Field Service Management, the app links critical information and technicians to automate repair requests and speed up fixes.

As soon as an issue is spotted, Carrefour employees can request maintenance services quickly and easily. With all technical and security assets across Carrefour stores and warehouses tagged with a QR code, employees can simply scan it with a mobile app to request support.

ServiceNow automatically identifies information about the broken piece, such as its serial number, before the details are routed to the appropriate technician based on intelligent automation and assignment rules.

The retailer reports the initiative is saving staff time while minimising the impact of maintenance issues on the store and its customers.

Unifying sales and services

By uniting sales and services on one AI-powered platform, retailers are cutting complexity and increasing value to customers. This is enabling retailers to stand out, build customer loyalty, and encourage return visits.

For example, using natural language processing, an AI chatbot can answer queries about warranties, accessories, and other areas, helping to deliver smoother customer experiences.

Retailers can share targeted content and create dynamic customer paths to add personalisation, whether online or in-store. AI-driven product recommendations and deals can further grow revenue—streamlining customer journeys with tailored interactions.

In-store employees can focus on providing exceptional service to customers—at a time when customer loyalty has never been more important.

Find out more about how ServiceNow can help you put AI to work in retail.