SERVICENOW FOR RETAIL

Keep Retail Teams Connected Beyond the Store

When work spans stores, corporate teams, and distribution, small breakdowns don't stay that way for long. A pricing issue, an inventory exception, or a fulfillment miss shows up as extra work for store teams and a poorer experience for customers.

Beyond20 helps retailers design how work moves across teams in ServiceNow, so ownership is clear, updates are easy to follow, and operations stay consistent across locations.

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Where Retail Operations Break Down

Across retail organizations, the same challenges tend to show up again and again. They don’t always look the same from store to store, but the patterns are familiar. Here are some of the most common places we see retail operations break down.

Omnichannel Gaps

BOPIS, ship-from-store, and returns break down when stores, digital, and customer service are not working from the same order and fulfillment status.

Inventory Reliability

When inventory accuracy lags reality, teams spend time reconciling counts, handling substitutions, and explaining misses to customers.

Margin Pressure

With tighter labor and higher expectations, teams end up doing more manual coordination just to keep daily operations on track.

Shrink & Safety

Loss prevention, incidents, and safety processes often rely on ad hoc reporting and follow-up, which creates inconsistency across stores.

How Beyond20 Supports Retail Organizations

Retail success comes down to consistent execution. Beyond20 helps you use ServiceNow to make that execution easier to sustain across locations, without turning store teams into the go-between.

You get clearer ways to request help, track progress, and learn what’s really happening across stores. Leaders gain the visibility to focus improvement where it will be felt, and store teams get more time back for customers.

Create clear, repeatable ways to handle everyday store work, while still supporting location-specific needs

Give leaders visibility into what is happening across stores, where work slows down, and what keeps recurring

Replace emails and spreadsheets with simple request flows for store support, facilities, and operations

Route store issues to the right teams quickly, so problems get addressed before they disrupt the day

What This Looks Like in Practice

A better way of working feels lighter. Store teams know where to go, support teams know what to do next, and leaders can see what’s improving across locations. That’s what happens when ServiceNow is designed around retail execution.

Here’s what that looks like in practice.

A consistent starting point

A facilities issue gets flagged. A device goes down mid-shift. A recurring problem shows up in three stores in the same week. Work enters the system the same way each time, so teams do not have to reinvent the process based on who is asking or where they are located.

That consistency keeps things moving. The right details come through up front, support teams can act with context, and stores are not stuck re-explaining the situation as the work changes hands.

Right team, right away

Retail work crosses boundaries. A single incident might touch facilities, IT, store ops, supply chain, or loss prevention, depending on what’s happening on the floor and what needs to happen next.

Routing sets clear ownership from the start, with escalation that matches your operating model. Work stops bouncing between inboxes, and store teams do not have to rely on tribal knowledge of “who to call” to get traction.

Shared status

Shared updates keep everyone on the same page without a trail of messages. Store teams can see progress, support teams have a consistent way to communicate, and leaders can trust the status they’re hearing is current.

Over time, the follow-ups drop off and the handoffs get cleaner, even across shift changes and busy periods. Work feels steadier because the system carries the update, not the individual.

Patterns across stores

Once work is captured consistently, you can see what keeps recurring, which locations are getting hit hardest, and where delays tend to stack up. That clarity makes it easier to spot the “why,” not just the symptom.

It also makes improvement more practical. Teams can prioritize the fixes that reduce repeat work, steady execution across stores, and protect the customer experience.

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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

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RUSSEL THORNTON

UX Designer

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MILTON LOPEZ

Back-End Developer