EUROSHOPSERVICENOW FOR RETAIL

SERVICENOW FOR CHALLENGING USE CASES IN RETAIL EXPLAINED IN 60 SECONDS

Platform for the digitalization and automation of company-wide service processes One platform for all functional areas and

any business use cases One service portal for all functional

areas Seamless multi-channel interaction

reducing email volume, paperwork and phone calls

Offers ready-to-use modules that are easy to configure for fast business results

Integrates existing systems

Description

• Modern and attracting user interface • Automated workflows• Shortening operating processes• Increased safety in operational

processes

Advantages

Fields of application

• Quick implementation • Scalable• High innovation rate

ServiceNow for Retail – EuroShop 2020 2February 2020

Store serviceswith IoT

HR services withSuccessfactors

Managing robots(RPA) in ePayment

Return of goods in Omnichannel

Operations in the stores and branches are business critical• Repair of cash register systems, cooling and air-conditioning

systems, access control, goods listing and hygienic regulations must be implemented quickly and safely to avoid risks

• Speed and transparency in the repair, maintenance and replacement process with spare parts and resource planning is mandatory

STORE SERVICES WITH SERVICENOWEXPLAINED IN 60 SECONDS

Challenge

• Simple event generation via IoT devices or manually via MDE• Automated processes across different organizations• Steering of resources and integrating service providers• Real-time status tracking• KPI's and SLA’s for process optimization• A modern, intuitive user interface for all

Advantages Fields of application

Cash desk service with the involvement of service providers

Predictive maintenance for building elements, shelf maintenance, cooling elements

HR resource planning via MDE and Smartphone

3February 2020ServiceNow for Retail – EuroShop 2020

Every company runs SAP for HR management. However, the processes for employee recruitment, retention and processing of job termination are time-critical and full of variety• Skills shortage drives importance applicants engagement and

staff retention in order to deal with cost-intensive employee turnover

• Seamless, secure while automated interaction

HR ONBOARDING AND HR MANAGEMENTEXPLAINED IN 60 SECONDS

Challenge

• Seamless onboarding of new hires • Integration of SAP HR, Successfactors, job portals• Fast workforce enablement• High data protection for sensitive personnel data (GDPR)• Early engagement of applicants in the hiring processes• High employee loyalty from the very beginning

Advantages Fields of application

HR onboarding, HR offboarding, Employee re-location

HR Services for any questions within the employee lifecycle

Orchestration of full variety of employee terminations

4February 2020ServiceNow for Retail – EuroShop 2020

To comply with complex and everchanging return process is essential• Easy online return of goods for customers in the mobile customer

service portal with intuitive guidance and Chatbots• Automated workflows up to the safe completion of cases• Integration of manufacturers, distributors and warehouse mgmt.• Proactive customer notification about processing status

GOODS RETURN IN OMNICHANNELEXPLAINED IN 60 SECONDS

Challenge

• Easy posting of customer requests in the portal instead of email• Faster customer case processing• Fast and reliable customer service• Relieving employees from emails and telephone call traffic• Increasing customer satisfaction (NPS), customer loyalty and

additional sales revenue

Advantages Fields of application

Omnichannel: Order in the online shop and return of goods in the store, vice versa

Compliant and feedback management

Inquiries about product applications, specifications, quotes

5February 2020ServiceNow for Retail – EuroShop 2020

Regular, static processes for high-volume transactions across multiple systems are costly, inefficient and error-prone. E.g. epayment matching• Software robot takes data from scanned non-cash receipts,

checks incoming payments and archives data• The "robot" reports own operational status and epayment

discrepancies in ServiceNow for further handling

AUTOMATED NONCASH RECEIPT HANDLING – „UNBARTÜTEN“EXPLAINED IN 60 SECONDS

Challange

• Significant Cost reduction, by less manual effort• 24/7 operations• Process quality & speed• Transparency• Low invest, low risk & fast ROI

Advantages Fields of application

Automation of 70% of any routine processes Deterministic

processes B2B & B2C

Each Retail Branch Finance/

Controlling Logistics

Services …

Management of many robots from different suppliers (e.g. Blue Prism) with ServiceNow

6February 2020ServiceNow for Retail – EuroShop 2020

SERVICENOW FOR AUTOMATION IN RETAILWHAT CAN WE DO FOR YOU?

Our offer to you:

• Elite Partner of ServiceNow• Solution presentations, customized demos• Scoping workshops to analyze business requirements and design processes• Proof-of-concepts for IT and non-IT use cases• Managed Service Provider (MSP provider) for ServiceNow• Implementation services based on the agile ServiceNow-SIM methodology• ServiceNow training with ServiceNow certified trainers• Application and operation management• Integration of any customer ticketing systems (e.g. ServiceNow ITSM into T-Systems/

Telekom IT landscape delivery processes) leveraging the T-Systems "Scoped App" app from the ServiceNow AppStore

• Management of robots (RPA) from different vendor technologies with only one T-Systems Bot Management Platform based on ServiceNow ITSM

Please contact us:

Contact forName Thomas WüstPhone +49-(0)-151-1762-7976Mail servicenow@t-systems.com

For more information, see Web Link www.t-systems.de/servicenow

7February 2020ServiceNow for Retail – EuroShop 2020

THANK YOU!