Retail moves fast.
Your systems should too.
Omnichannel order management, real-time inventory, and customer service that knows who your customers are — all on ServiceNow.
Everything retail needs. One platform.
Unified commerce engine
Connect online store, POS, marketplaces, and mobile into a single order management workflow. Inventory updates everywhere in real time — no batch syncs, no "our system says it's in stock but it isn't."
Order management for the hard cases
Split shipments, partial cancellations, pre-orders, backorders — we configure ServiceNow Order Management for every edge case your ops team actually encounters, not just the happy path.
Customer service with full context
CSM connects your commerce platform, loyalty system, and marketing tools. Agents see every purchase, return, interaction, and preference before they say "hello."
Last mile, first priority
FSM integration with logistics providers for real-time tracking, reliable delivery windows, and instant rebooking. Ops team gets a live delivery map — not a spreadsheet.
Inventory intelligence
Predictive analytics forecast demand, flag at-risk SKUs 14+ days before stockout, and auto-generate transfer orders between locations. Seasonal demand forecasting with ML.
Multi-brand, one platform
Shared commerce backbone with local configurations for payment methods, tax rules, and return policies. New brand launches go from months to weeks on App Engine.
Retail transformations we've delivered.
A fast-growing D2C brand
Went from $20M to $200M in three years. Orders from website, two marketplaces, and wholesale landed in separate systems. CS checked three tabs for "where's my order?" Returns: 12 days.
Unified order management ingesting orders from Shopify, Amazon, and wholesale ERP into one view. Returns auto-generate warehouse tasks and refund triggers. CS got single-screen customer view.
“Our CS team went from 34 agents handling 8,000 tickets to 22 agents handling 11,000 — and satisfaction went up.”— VP Customer Experience
A national retailer with 200+ stores
Stores and online operated as separate businesses. BOPIS failed 30% of the time — inventory was 4 hours stale. Online customers couldn't return in store.
Connected POS, ecommerce, and WMS into single inventory pool updated every 60 seconds. BOPIS with real-time checks, 2-hour SLAs, and automated notifications.
“Store managers went from hating the online business to seeing it as a traffic driver.”— SVP Retail Operations
Your customers expect seamless. Let's build it.
Tell us about your commerce stack. We'll map out what ServiceNow can do — in your first call.
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