ServiceNow, the leading digital workflow company that makes work, work better for people, announced today that it has agreed to a deal with Asda to improve its colleague and customer experience, and to encourage value and change in business. With the Now Platform, ServiceNow can help give Asda colleagues more time to provide a better shopping experience for its customers.
The ServiceNow Now Platform will be the central place for Asda’s 140,000-strong workers, including store and office colleagues, to process queries, ask 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 in 633 stores.
The deal is part of Asda Future’s program, which includes the company’s separation from Walmart following the acquisition of the Issa Brothers and TDR Capital business in October 2020.
“The UK retail sector has faced many challenges in recent years, at least keeping deliveries moving and stocked on shelves during the pandemic, and we need to change to maintain a good competition in a the world is rapidly changing, ”said Carl Dawson, Chief Information Officer at Asda. “We chose ServiceNow to help us meet this challenge. The Now Platform will allow us to pioneer new ideas and invest in digital innovation across the business. It will accelerate change in stores, and improve customer experiences by saving consumers money, using the latest and greatest technologies. “
As part of support, ServiceNow will implement three main workflows:
- Employee Work Flows: Provides Asda with a unified experience across departments, and makes it easy for colleagues to navigate complex processes to get the information they need to their preferred channels.
- IT Workflows: Helps Asda conform to ITIL standards to streamline and manage access and availability of services and fulfill service requests.
- Customer Workflows: Helps Asda expand capacity through automated self-service, arrange resilient operations for unforeseen circumstances, and manage location-based work efficiently and securely so they can better support their customers.
“Asda seeks to transform every part of its business to strengthen itself as a leading retail force,” Jordi Ferrer, Vice President and General Manager UK&I told ServiceNow. “Our platform will be an integral part of Asda’s journey, providing tools to increase innovation and enhance the customer experience while increasing employee engagement and effectiveness. This is a great demonstration of how Asda believes in their employees and in their ability by investing in tools to help them work better and more effectively.