SERVICENOW FOR RETAIL

Keep Retail Teams Connected Beyond the Store

Retail work crosses stores, digital channels, customer service, fulfillment, corporate teams, facilities, and technology. When those parts of the business lose the same view of what is happening, small exceptions quickly become extra work for employees and a poorer experience for customers.

Beyond20 helps retailers use ServiceNow across the work that keeps the business moving, from store and customer workflows to technology, assets, security, strategic initiatives, and AI. We design the platform around how retail operates across locations so teams can act with better context and leaders can see where attention will make the biggest difference.

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Where Retail Operations Break Down

The strongest retail organizations make the experience feel connected even when the work behind it spans many teams, systems, and locations. These are some of the pressure points we see most often.

Omnichannel Gaps

BOPIS, ship-from-store, returns, and customer service become harder when stores, digital, fulfillment, and support teams are not working from the same status and context.

Inventory and Asset Reliability

Store technology, devices, infrastructure, and inventory data all shape the customer experience. When ownership or condition is unclear, teams spend more time reconciling problems after they surface.

Margin and Capacity Pressure

Retail teams are being asked to deliver more with tight labor and little patience for extra administrative work. Manual coordination steals time from customers and from the work that improves the business.

Shrink, Safety, and Cyber Risk

Loss prevention, safety, security, payments, customer data, and third-party risk cross organizational boundaries. Consistent reporting and coordinated action matter when the issue can affect customers, employees, and the brand.

How Beyond20 Supports Retail Organizations

ServiceNow can connect far more than store support. We help retailers design workflows and platform foundations that make it easier for teams to coordinate across channels, locations, and functions while giving leaders a clearer picture of what is happening across the business.

Connect store, digital, fulfillment, customer service, and corporate workflows so teams can work from shared context when an order, return, service issue, or exception crosses channels

Improve visibility into store technology and assets, including ownership, lifecycle, service history, and the infrastructure that supports critical retail experiences

Coordinate safety, loss prevention, security, and risk workflows with consistent ownership, escalation, and records that support follow-through across locations

Use AI, automation, self-service, and knowledge to remove repeatable work from store and support teams so more time can stay focused on customers and higher-value work

Give leaders better visibility into strategic retail technology initiatives, resources, dependencies, and progress as digital, store, security, and AI priorities compete for investment

What This Looks Like in Practice

A well-designed ServiceNow platform can support very different moments across retail. These examples show how the same foundation can connect day-to-day execution with the priorities leaders are managing across the business.

An omnichannel promise starts to break

A BOPIS or ship-from-store issue spans order status, inventory, store operations, fulfillment, and customer service. ServiceNow can coordinate the exception around the customer and order context, giving each team clear ownership without forcing store employees to broker the handoffs themselves.

Store technology keeps failing in the same places

Devices, network components, point-of-sale systems, and other store technology generate a pattern that is hard to see location by location. ServiceNow can connect incidents, assets, infrastructure, and service data so teams can understand recurring risk and focus investment where it will reduce the most disruption.

A safety or security issue crosses teams

A store incident may involve loss prevention, facilities, security, HR, legal, and local leadership. ServiceNow can capture the issue, coordinate actions, protect sensitive information, and maintain the record of what happened. Beyond20 designs the workflow around the people who need to act and the controls the organization needs to maintain.

AI takes routine work off the floor

Common employee questions, simple service requests, repeatable troubleshooting, and known exceptions do not always need a person to coordinate every step. ServiceNow can use AI, knowledge, and automation to resolve or advance appropriate work while keeping governed handoffs for situations that need human judgment.

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A Few of Our Retail Clients

Having worked with Beyond20 across three different companies, I have consistently had exceptional experiences with their services. Their commitment to quality, timeliness, and professionalism has been evident in every interaction. When I say they're my favorite implementation partner, I really do mean it. Beyond20 has significantly contributed to the success of our IT support initiatives. I am confident in their ability to continue delivering outstanding results!

IT Support Services Manager @ Global Apparel Retailer

Support That Feels Invisible

ServiceNow helps retail teams keep support organized and easy to follow, with clear ownership and steady communication across locations. We'll help you put that experience in place and keep it working as your needs evolve.

If you’re ready to improve how support shows up in the store and beyond, we’ll help you map the most practical path forward.