Asda is continuing with its overhaul under new ownership by hiring digital workflow company ServiceNow to help improve its staff and customer experience.
Leveraging the Now Platform, it is claimed that ServiceNow systems will give Asda’s staff more time to provide better shopping experiences for its customers. The Platform will become the central place for Asda’s workforce, including store and office-based workers, to process queries, raise questions, and retrieve information. It is expected that the system will speed up the resolution of requests and enhance productivity.
Store staff will have the opportunity to use mobile devices to access the platform while administrative workers can use laptops in the office. The agreement is expected to help Asda continue its focus on innovation, to “drive better experiences for shoppers” across 633 stores.
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 at 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.”
Jordi Ferrer, Vice President and General Manager UK&I at ServiceNow, added: Asda is looking to evolve every part of its business to reinforce itself as a leading force in retail.
“Our platform will be an integral part of Asda’s journey, providing the tools to increase innovation and enhance the customer experience whilst increasing employee engagement and effectiveness. This is a great demonstration of how Asda believes in their employees and their ability by investing in tools to help them work better and more effectively.”
