Equip store managers and associates with the tools to manage day-to-day retail operations.
Retail Operations Equip retail store managers and associates with AI-powered tools to solve problems. Remove silos between teams and gain visibility into day-to-day operations. Watch Demo (5:07) Get Data Sheet
Retail Operations Overview 
One platform for enterprise automation Transform in-store operations for owned and franchised stores by streamlining tasks and using AI-powered self-service to solve problems fast. Automate essential processes and run them from the ServiceNow AI Platform, a single system of action for the enterprise.  Browse Capabilities Explore AI Platform 
Related product Find out how you can connect your headquarters, stores and regional teams to deliver great customer experiences through every channel.  Explore Retail Service Management
Featured apps and capabilities for Retail Operations Retail Operations groups key applications and capabilities together to scale with you as your needs change.  Virtual Agent Resolve issues fast with an intelligent chatbot that understands simple, human language.  Service Catalog Improve self-service by offering products and services through a modern, user-friendly storefront.  Predictive Intelligence Simplify and accelerate everyday work with built-in machine learning.  Retail Data Model Use a single framework to model both corporate-owned and franchised retail sites. Business Location 360 Provide central agents and managers at-a-glance details for each retail site, including open cases and installed products.  Self-Service Drive self-service from a portal integrated with knowledge, service catalogues, communities and chatbots.  Omnichannel Support customers across phone, messaging, chat, web, in-person and social media.  Case Management Manage interactions and SLAs, model account relationships and support outsourced service.  Retail Mobile Empower frontline teams with a retail-ready mobile experience to request help and complete tasks on the go. Retail Case Types Tailor retail case types, such as customer complaints and store support, to your organisation's needs.
Do more with Retail Operations Combine Retail Operations with other products and apps to solve the problems your business faces. Unite on a single platform to exceed expectations for speed and convenience. Discover Solution Watch Video (3:09)
Put AI to work for people Empower your people with business-ready AI from ServiceNow. From the front office to the back office and all in between, our intelligent platform harnesses AI to put smart answers at your employees' fingertips, letting you translate that intelligence into action.  Explore AI Watch AI in Retail
Explore further Dive into overview articles on a variety of topics related to Retail Operations. Learn About ServiceNow See All Articles What is self-service? What is a chatbot? What is customer service software? What is automation?
Benefits
Benefits Give frontline retail staff the tools they need to improve customer experience.
Connect stores and franchises to headquarters Map store hierarchies, employees and assets. Enable frontline workers to request support directly from central teams. Gain visibility into store issues, resolutions and metrics to identify trends and opportunities. Watch Video (1:22)
Streamline store tasks Boost frontline productivity with guided task management and tracking. Integrate workflows and work orders for easy resolution. Maintain clear communication between headquarters and stores, with clear audit trails for compliance. Start Automating
Automate with AI Accelerate store support and customer service productivity with native AI. Instantly access information, make informed decisions and complete tasks efficiently. Empower your team with predictive intelligence and automated solutions. Discover Virtual Agent See Predictive Intelligence
Platform
Built on the ServiceNow AI Platform Retail Operations includes AI-powered platform capabilities so you can empower retail staff and deliver exceptional customer experiences. Transform your business with a single, unifying platform for the enterprise.
One platform to make work flow ServiceNow AI Platform is the single cloud application platform all ServiceNow products run on. Automate, simplify and connect work across the enterprise to move your business forwards. Explore AI Platform Watch Video (1:28)
Knowledge Management Empower agents with centralised information. Increase self-service rates for customers and store associates. Boost agent productivity with contextual knowledge, powered by AI. Get Details
Service Portal Deflect issues with a single portal for services, information and applications. Empower store associates and customers with self-service. Explore Service Portal Read About Self-Service
Workflow automation Build, monitor and optimise highly efficient no-code automated workflows. Automate retail tasks to reduce costs, increase productivity and eliminate repetitive work. Learn How Get Infographic
Security lives at the centre of all we do Data security is critical to your business. The ServiceNow AI Platform arms you with the tools and processes you need to improve your security posture. We also help you adhere to regulatory compliance to keep sensitive data safe. Find Out How Get eBook
Users
Role-based apps for Retail Operations Add continuous value to the business, no matter what hat you wear. Help retail managers and staff deliver great customer experiences with Retail Operations.
Store associate Create, track and resolve store and customer issues effortlessly. Boost your productivity and reduce manual effort by digitising store tasks, automating common requests and centralising store content for easy accessibility.
Self-Service Find the information you need to confidently take action and resolve issues quickly. Omnichannel Contact support teams in the way that's most convenient for you. Virtual Agent Let an AI-powered conversational chatbot provide resolutions to common customer issues in seconds.
Store manager Streamline your store operations with automated workflows and align associates to store priorities. Support servicing for revenue-generating assets. Give your teams the power to boost efficiency and resolve incidents before they escalate.
Service Catalog Minimise the time store associates spend on seeking assistance. Retail Data Model Get visibility into every aspect of store operations to help associates spend more time serving customers. Virtual Agent Use an AI-powered chatbot to design conversations that help store associates resolve issues and get what they need when they need it.
Regional manager Get real-time visibility into performance with issue resolution, task management and dashboards at the individual store level. Analyse trends and support decision-making with comprehensive KPIs and metrics.
Predictive Intelligence Use machine learning to route issues, recommend solutions and identify trends. Case Management Make it easy for agents to collect only the information they need and keep resolutions moving forwards. Business Location 360 Empower frontline staff with visibility into key store information such as onsite issues and contacts.
Plans and Packages
Alt
What You Get Retail Operations simplifies work processes to help you solve business problems, and our experts can help you get the most value from your product. We offer services tailored to your needs and unrivalled support. Whatever workflow you need to simplify, we have a package and pricing plan that works for you. Contact Us for Custom Quote
Key features for Retail Operations Self-Service Drive self-service from a portal integrated with knowledge, service catalogues, communities and chatbots.  Retail Data Model Use a single framework to model both corporate-owned and franchised retail sites. Business Location 360 Provide central agents and managers at-a-glance details for each retail site, including open cases and installed products. 
Get results quickly ServiceNow Impact Speed innovation and increase platform performance. Boost your business value, powered by AI and human expertise. Support Find support wherever you are. Search our exhaustive knowledge database for solutions to common issues, best practices and more.   Expert services Get a team of experts to support your implementation, improve your instance health or anything in between.   Training and certification Turn knowledge into measurable outcomes when you train with us. Boost your career with a globally recognised ServiceNow certification.   Partners Add more value with the right ServiceNow partner who has expertise tailored to your business needs. Community Connect, share, learn and collaborate with over 600,000 like-minded individuals in the ServiceNow user community.   Product documentation Learn how to use our products, find answers to your technical questions and explore products by release.  
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