Asda continues its retail tech transformation for customers using ServiceNow


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ServiceNow, the digital workflow company that makes work, work better for people, has agreed to a deal with Asda to improve its colleague and customer experience, and to drive business value and innovation. Leveraging the Now Platform, ServiceNow will help give Asda’s colleagues more time to provide better shopping experiences for its customers.

The ServiceNow Now Platform will become the central place for Asda’s 140,000-strong workforce, including store and office-based colleagues, to process queries, raise questions, and retrieve information. Colleagues can speed up the resolution of requests and enhance their productivity.

Colleagues Store colleagues will have the opportunity to use mobile devices while administrative colleagues can use laptops in the office. The agreement will help Asda continue its focus on innovation, to drive better experiences for its 18 million weekly shoppers across 633 stores.

The deal forms part of the Asda Future programme, which involves the company’s separation from Walmart following the acquisition of the business by the Issa Brothers and TDR Capital in October 2020. 

“The UK’s retail sector has been faced with a number of challenges in recent years not least keeping deliveries moving and shelves stocked during the pandemic, and we needed to innovate to keep a competitive edge in a fast-changing world,” said Carl Dawson, Chief Information Officer at Asda. “We chose ServiceNow to help us rise to this challenge. The Now Platform will enable us to pioneer new ideas and invest in digital transformation across the entire business. This will accelerate innovation in stores, and improve customer experiences by saving shoppers money, using the latest and best technologies.” 

As part of the support, ServiceNow will be implementing three core workflows: 

  • Employee Workflows: Provides Asda with a unified experience across departments, and makes it easy for colleagues to navigate complex processes to get the information they need in their preferred channels.
  • IT Workflows: Helps Asda align with ITIL standards to streamline and manage access and availability of services and fulfil service requests.
  • Customer Workflows: Helps Asda to expand capacity via automated self-service, organise resilient operations for unforeseen circumstances, and manage location-based work efficiently and safely so they can better support their customers.

“Asda is looking to evolve every part of its business to reinforce itself as a leading force in retail,” said Jordi Ferrer, Vice President and General Manager UK&I at ServiceNow. “Our platform will be an integral part of Asda’s journey, providing the tools to increase innovation and enhance the customer experience whilst increasing employee engagement and effectiveness.  This is a great demonstration of how Asda believes in their employees and their ability by investing in tools to help them work better and more effectively.” 

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