Asda rolls out new platform to speed up in-store queries

Asda has signed a deal with digital workflow business ServiceNow to provide a new platform designed to help both employees on the shop floor and office-based colleagues with process queries, raising questions, and obtaining information.

The cloud-based Now Platform, available to the supermarket retailer’s 140,000 employees, will be applied to mobile devices on the shop floor and laptops in the office. The technology aims to speed up the resolution of request and enhance productivity.

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, 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.”

ServiceNow said that with the new platform, Asda will have a unified experience across all departments, with employees able to navigate complex processes to get information they need in their preferred channels.

The company added that IT workflows will help the supermarket chain align with ITIL standards to manage access and availability of services and fulfil service requests, while customer workflows will help Asda to expand capacity via automated self-service, organise resilient operations for unforeseen circumstances, and manage location-based work efficiently.

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