In today's globalized business environment infused with digital-savvy customers, retailers are realizing the need for digital transformation to manage and improve their operations and serve customers by delivering tailored experiences. ServiceNow, a pioneer in innovating service delivery, has simple and creative approaches to transform the retail industry.
Scalable Cloud Strategy
The ServiceNow Hybrid Cloud Management platform delivers advanced automation and workflow competencies in a single system of record to improve operation management. The platform guarantees continual delivery of business services and applications across any device or platform.
ServiceNow cloud solutions enhance cloud operations by identifying and mapping IT infrastructure and services, while also offering better governance. To extend business capabilities, ServiceNow allows easy 3rd party integrations. Retailers can then easily monitor overall cloud infrastructure, resources, operations, performance and utilization in a single dashboard.
Effective Data Management and Analytics
Without the ability to extract, organize, store and analyze data, retailers can't make the best decisions for their business. ServiceNow Data Management can assimilate data from various business systems. Using CMDB features, ServiceNow ensures data consistency and prevents data replication, ensuring data quality.
Extracting meaning out of enterprise data is critical, and data analytics are key for this process. The ServiceNow Performance Analytics (PA) brings the power of real-time analytics to deliver in-depth insights to improve and ensure decisions are in line with objectives and goals. The comprehensive analytics allows retailers to proactively plan, evaluate, estimate and streamline key performance indicators, and provides better visibility into overall business operations.
Improved Customer Engagement
Many retail experts assume deploying a CRM is a one-stop-solution for all customer issues, but a CRM cannot ensure real-time connectivity or engagement to generate improved customer experiences. In the age of consumerization, customer usage trends are driven by multiple channels of communication, so retailers cannot focus on just one channel.
Apart from having a ServiceNow portal or customer service to handle customer requests, a ServiceNow mobile app or integrated ServiceNow chatbot could be very effective. This allows the ability to engage with customers 24/7. Chatbots can also handle multiple customer requests at once, unlike with IVR (Interactive Voice Response), where customers are left waiting for a human agent who can only handle one problem at a time. These AI-powered chatbots study customer interactions and develop behavioral maps using predictive intelligence to deliver tailored experiences.
Additionally, ServiceNow CSM offers a central dashboard to manage and monitor all related metrics, improving issue resolution efficiency.
Simplified Governance, Risk and Compliance
As compliance and governance policies differ in each region, retailers may find it difficult keeping up with changing regulations. To eliminate the burden of managing Governance Risk and Compliance (GRC) activities, ServiceNow GRC provides retailers with an integrated process to manage all policies, standards and control procedures by obeying regulations and best practices. This module automates the process by keeping track of dependencies and strategically administering regulatory requirements.
ServiceNow GRC can also help:
- Assess the right assets
- Manage policies
- Identify risks
- Create controls
- Conduct audits
- Report back to leadership
Powered by AI capabilities, this ServiceNow platform constantly analyses business processes to proactively locate risks as well as probable solutions. The ServiceNow GRC dashboard allows retailers to monitor all governance, risk and compliance related tasks and assess operational efficiency.
Automated HR and Onboarding
73% of CEOs feel that HR have the foremost input
to the overall business strategy”.
HR teams spend a lot of time performing repetitive, manual tasks involving heavy paperwork, which increases issue resolution times. ServiceNow HR automation can solve these problems with a fully automated HR module that offers various solutions:
- HR portal for employees:
- Find employee data, raise and track requests, locate knowledgebase articles, get assistance with PTO etc.
- Accessible via mobile app
- Integrates with chatbots
- Knowledgebase articles:
- Readily available material can improve issue resolution time
- Supports of field agents
- Created access to information from anywhere (portal, app or chatbot)
- Performance analytics:
- Workforce analytics for HR
- Studies operation efficiency and trends
- Suggests changes and/or new processes to improve efficiency
- ServiceNow onboarding automation:
- Reduces process time significantly
- Tracks onboarding status in the HR portal
- Improves overall onboarding process
