Retail Service Management delivers great customer experiences and improves service operations with GenAI.
Retail Service Management Connect your headquarters, stores and regional teams to deliver consistently great customer experiences through every channel. Improve service operations across departments with AI-powered workflows. Watch Demo (4:06) Get Data Sheet
Retail Service Management Overview 
One platform for enterprise automation Empower your teams with AI tools to increase efficiency and speed productivity. Automate essential processes and run them from the ServiceNow AI Platform, a single system of action for the enterprise.  Explore AI Platform Browse Platform Capabilities
Related product Find out how you can equip store managers and associates with the tools to manage day-to-day operations. Gain visibility into operations and remove silos between teams. Explore Retail Operations
Featured apps and capabilities for Retail Service Management Retail Service Management comprises key applications and capabilities that can scale with you as your needs change.  Generative AI Improve customer experience and boost agent productivity with the GenAI capabilities of Now Assist for Customer Service Management.  Self-Service Drive self-service from a portal integrated with knowledge, service catalogues, communities and chatbots.  Workforce Optimization Manage teams effectively with real-time visibility into agent scheduling and performance.  Process Mining Improve outcomes by optimising process flows to streamline work.  Virtual Agent Resolve issues fast with an intelligent chatbot that understands simple, human language.  Guided Decisions Help agents resolve cases with contextual next best action recommendations.  Predictive Intelligence Simplify and accelerate everyday work with built-in machine learning.  Performance Analytics Anticipate trends, prioritise resources and continuously improve with real-time analytics.  Omnichannel Support customers across phone, messaging, chat, web, in-person and social media.  Workspaces Improve agent efficiency with a single workspace built to facilitate resolutions.  Case Management Manage interactions and SLAs, model account relationships and support outsourced service.  Retail Data Model Use a single framework to model both corporate-owned and franchised retail sites.  Advanced Work Assignment Boost customer satisfaction by providing an efficient in-person service experience.  Knowledge Management Improve business efficiency with easy knowledge sharing and collaboration.  Task Intelligence Boost agent efficiency and customer satisfaction with intelligent service automation.  Business Location 360 Provide central agents and managers at-a-glance details for each retail site, including open cases and installed products.  Playbooks and Templates View, manage and request support for business locations. Access knowledge and communities.  Retail Case Types Tailor retail case types, such as customer complaints and store support, to your organisation's needs. Load More
Do more with Retail Service Management Combine Retail Service Management with other products and apps to create a powerhouse technology solution. Remove friction and reduce the cost to serve. 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
Explore further Dive into overview articles on a variety of topics related to Retail Service Management. 
 Learn About ServiceNow See All Articles What is a chatbot? What is omnichannel? What is self-service? What is automation?
Benefits
Benefits Elevate customer experiences and improve store support operations with Retail Service Management.  
Gain real-time insights Empower your agents with real-time insights and the tools they need to quickly handle requests. Manage issues impacting multiple customers and stores proactively while improving team productivity. 
Optimise self-service Offer fast, personalised customer service through convenient self-service portals. Provide smart, conversational support and speed issue resolution with GenAI.  Enhance Omnichannel Explore GenAI
Streamline operations Automate the flow of work within customer operations teams across departments. Improve efficiency and customer satisfaction through process optimisation powered by AI.   Learn About Process Mining
Platform
Built on the ServiceNow AI Platform Retail Service Management includes AI-powered platform capabilities so you can increase process efficiency and speed productivity. 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)
Actionable insights Give everyone in your organisation the info they need to make smarter decisions and improve business processes. Get work done faster with AI-powered experiences.  Explore GenAI Watch Video (1:35)
Workflow automation Build, monitor and optimise highly efficient no-code automated workflows. Streamline processes to identify and remove bottlenecks.  Learn How Get Infographic
Service catalogue Reduce the time and cost of delivering business services and products. Automate and route requests to the right teams.  Get Details
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 Service Management Add continuous value to the business no matter what role you fill. Find efficiencies and cost reductions across your organisation while you improve the customer experience. 
VP of service operations Discover new ways to enhance customer experience and reduce costs through self-service and automation. Streamline operations across departments with process optimisation and workflows powered by GenAI.  
Workforce Optimization Enable skill growth, smart scheduling and real-time and historical views of team performance all in a single location.  Process Mining Optimise store and headquarters processes. Uncover trends and patterns using in-platform process mining.  Omnichannel Offer customers consistent support and a seamless experience via their preferred channels and personalised portal. 
Customer service manager Empower agents and boost their productivity with real-time information. Enable them to address customer needs quickly, transparently and proactively to provide an effortless experience. 
Workforce Optimization Create high-performing service teams by optimising schedules, tasks, performance and career growth. Process Mining Manage case flows across teams by digitising and automating service processes.  Self-Service Guide customers with smart, conversational support and AI-driven issue resolution. 
Agent or service rep Serve your customers and store associates from a single, integrated workspace. Resolve issues faster, enabled by AI-driven guidance and visibility across the case lifecycle. 
Playbooks and Templates Get handy resources to assist in providing support, along with access to knowledge and communities.   Workspaces Process cases and tasks in a single location. View full context for a customer or site issue, including site details.  Business Location 360 Get details such as open cases and points of contact for each retail site, at a glance. 
Administrator Make case management and store support more efficient with out-of-the-box workflows. Involve citizen developers with low-code and no-code custom service apps. 
Performance Analytics Analyse trends with KPIs, metrics and dashboards for field service.  Predictive Intelligence Use machine learning to make recommendations and improve efficiency.  Virtual Agent Improve the customer self-service experience with conversational guidance using a chatbot. 
Plans and Packages
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What You Get Retail Service Management 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 Service Management Generative AI Improve customer experience and boost agent productivity with the GenAI capabilities of Now Assist for Customer Service Management.  Self-Service Drive self-service from a portal integrated with knowledge, service catalogues, communities and chatbots. 
 Workforce Optimization Manage teams effectively with real-time visibility into agent scheduling and performance. 
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.  
Talk to an expert Connect with us to put AI to work and start creating experiences that build loyalty and improve the bottom line.    Contact Us
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