Revolutionizing Retail Convenience with ServiceNow and Nuvolo

A major European retail company has revolutionized their way of working by integrating Servicenow and Nuvolo. Learn how we helped them to easily manage thousands of assets, collaborating with more than 2,000 vendors and handling an average of 79,000 work orders pr. Month -  mostly handled through self-service.

Increased complexity

Being a global company operating in 24 countries with more than 143.000 employees increased the complexity of the daily operation. The imperative was clear:  The company needed a unified platform that could bring together disparate operational processes into a coherent, manageable system and make it easy to manage a vast network of convenience stores across different geographies.  

The vision and goals of a unified platform

The Company had several goals for their transition and implementation of a unified platform. First, they wanted to increase transparency of their processes and the progress for all involved stakeholders – whether it being VP’s or  shift managers – people should have the same insight of a Work Order and its lifecycle. Second, they wanted to automate dispatching of Work Orders, so a technician would be informed directly without hands-on action by other teams. Third, they wanted to increase time for customer facing activities, by automating various work tasks/submissions for store personnel. Fourth, they wanted to improve insights into assets and operation costs, both at a local and at a global level, to control costs and make reporting easier. Lastly, they wanted to increase autonomy for employees to solve local challenges, while still having a global view of the business.

ServiceNow and Nuvolo as technological backbone

With support and advice from The Cloud People, the European retail company decided to implement and integrate ServiceNow and Nuvolo, to provide the technological backbone for the company’s operational overhaul. This integration was not just about improving efficiency; it was about setting a new standard in convenience retail.

Enhancing collaboration with more than 2,000 vendors

An important part in this transformation was enhancing collaboration with external partners. By successfully onboarding more than 2,000 vendors into the new vendor portal, the company has significantly streamlined its interactions with a wide network of suppliers and service providers. Today, The Vendor Portal serves as a centralized communication hub, making it easier for the company and its vendors to stay connected and informed. Through the Vendor Portal vendors have direct access to relevant information and can manage their transactions and interactions with the company more efficiently. This has resulted in quicker turnaround times, improved service delivery and better customer experiences. 

Operational efficiency and transparency

Besides the enhanced collaboration with vendors, the consolidation into one platform has provided the retail company with a remarkable level of operational efficiency and transparency.
Today, the new unified platform enables them to easily:

• Manage 330,000 assets with scannable QR codes, alongside 578,000 generic assets.
  
  
• Interact and collaborate with 2,000 vendors and 480 internal technicians.
   
• Handle 79,000 work orders per month - whereas 80% of the tickets are raised through self-service
  
  
• Dispatch 80% of the work orders automatically through the platform.
  
  

The achievements and benefits

With ServiceNow and Nuvolo, the retail company has streamlined its operations, from work order dispatching to asset management, ensuring that every process is now optimized for speed, efficiency, and clarity. The unified platform provides unprecedented visibility into the operational costs and asset performance leading to better decision making. Employees, vendors and customers no longer have to go through long manual processes, search endlessly for answers or wait long hours for support and assistance. Automating the dispatching of work orders and centralizing operations under one platform significantly reduced manual intervention. This shift not only improved operational workflows but also allowed store personnel to focus more on customer interactions, enhancing the overall service experience. In other words, the company has managed to reach their goals and vision and set a new standard in convenience retail.

Looking Ahead: A Blueprint for the Future

The success story is not only about the transformation achieved, but also about setting the stage for future innovations. With the foundational capabilities of ServiceNow and Nuvolo, the company is poised to leverage advanced technologies like machine learning and AI. These future enhancements promise to further enhance operational efficiency and customer service, keeping them at the forefront of the convenience retail industry.