ServiceNow ITAM Cuts Asset Mismanagement by 30%
30% Less Asset Mismanagement | 20% Lower POS Downtime | Real-Time Asset Visibility Across Stores
At a Glance
| Industry | Retail |
|---|---|
| Operations | Global · Multi-Store Retail Chain |
| Services | ITAM Implementation, Asset Lifecycle Management, RFID Integration, POS Incident Automation, CSM Modernization, Omni-Channel Support |
| Challenge | Poor asset visibility, increasing POS downtime, and lengthy customer support escalations made it difficult to manage technology and service operations consistently across stores. |
| Solution | Implemented asset lifecycle tracking, integrated RFID for asset movement visibility, automated POS incident workflows, and modernized CSM with omni-channel support. |
| Key Results | 30% reduction in asset mismanagement, 20% lower POS downtime, and greater operational visibility across retail locations. |
About the Client
The client is a global retail chain running a distributed technology environment across numerous store locations.
Every store depends on POS terminals and other IT assets just to open and serve customers. As the chain added more locations, tracking those assets and coordinating support across all of them got harder to manage.
What the organization needed was one ServiceNow environment that gave IT real visibility into its assets, resolved POS issues faster, and kept the customer experience consistent no matter which store someone walked into.
The Challenge
Disconnected asset records and support processes limited visibility across the client's retail operations.
- Poor Asset Visibility: Teams had no reliable way to know where an asset actually was, who had it, or what stage of its lifecycle it was in.
- Manual Tracking Risk: Tracking equipment by hand meant things got misplaced, assigned to the wrong person, or simply fell out of view.
- Increasing POS Downtime: A POS incident could stop a store cold, and manual support processes only slowed down how fast anyone diagnosed and fixed it.
- Slow Escalations: A support case often passed through several teams before it landed with the specialist who could actually solve it.
- Fragmented Support Channels: Customers moved across different channels, but nothing tied those interactions together into one service journey.
- Limited Store-Level Transparency: Central teams lacked consistent visibility into assets, incidents, and service activity across locations.
The retailer needed to connect asset management and customer support through a more automated ServiceNow environment.
The Solution
Our ServiceNow developers implemented ServiceNow ITAM and CSM to centralize asset information, automate POS support, and modernize customer service operations.
End-to-End Asset Lifecycle Tracking
As part of the ServiceNow implementation, ServiceNow ITAM was configured to manage assets throughout their lifecycle, from acquisition and deployment through maintenance, reassignment, and retirement.
Centralized records gave teams clearer visibility into asset ownership, location, status, and lifecycle stage across retail stores.
This provided a more reliable foundation for managing distributed technology and reduced dependence on spreadsheets and disconnected asset records.
RFID-Based Asset Visibility
RFID technology was integrated into asset management processes to improve visibility into physical asset movements.
Asset movement data could be associated with centralized ServiceNow records, helping operational teams understand where equipment was located and when assets moved between relevant locations.
The combination of lifecycle tracking and RFID visibility contributed to a 30% reduction in asset mismanagement.
Automated POS Incident Management
POS incident workflows were automated through ServiceNow to reduce delays when store-critical technology failed.
Incidents could be captured, categorized, assigned, escalated, and tracked through structured workflows instead of depending heavily on manual coordination. Connecting incident processes with asset information also gave support teams greater context around affected equipment, helping them investigate issues more efficiently.
The improved process contributed to a 20% reduction in POS downtime.
CSM Modernization
ServiceNow Customer Service Management was implemented to create a more structured environment for handling customer cases.
Support workflows were standardized so cases could be routed and escalated according to defined requirements while agents gained better visibility into case status and ownership.
Omni-Channel Customer Support
Customer interactions across supported channels were brought into a more unified CSM workflow.
Agents could manage service requests with better continuity rather than treating interactions as isolated conversations, creating a more consistent support experience across channels.
The Results
The ServiceNow transformation gave the retailer greater control over distributed assets while improving the workflows used to manage POS incidents and customer support.
30% Reduction in Asset Mismanagement
Centralized lifecycle tracking and RFID-enabled visibility helped teams better understand asset location, ownership, movement, and status.
This reduced asset management gaps and resulted in 30% less asset mismanagement.
20% Lower POS Downtime
Automated incident workflows helped store technology issues reach appropriate support teams faster.
Better asset context and structured escalation contributed to a 20% reduction in POS downtime, helping stores restore critical systems sooner.
Greater Asset Visibility Across Stores
IT and operational teams gained a centralized view of technology assets distributed throughout the retail network, making it easier to track lifecycle status and movement.
Faster, More Structured Support Escalations
Automated routing and escalation reduced dependence on manual handoffs. Cases and incidents could move through predefined workflows with clearer ownership and status visibility.
More Consistent Customer Support
ServiceNow CSM provided a common environment for managing customer interactions across supported channels, helping agents maintain greater continuity throughout the service journey.
Improved Operational Transparency
Bringing asset records, POS incidents, and customer service workflows into ServiceNow gave central teams a clearer view of technology and support activity across stores.
Technology Stack
- ServiceNow IT Asset Management (ITAM)
- ServiceNow Customer Service Management (CSM)
- ServiceNow Incident Management
- ServiceNow Workflow Automation
- RFID Asset Tracking
- POS System Integration
- Omni-Channel Customer Support
- ServiceNow Integration Capabilities
Transform Retail Operations With ServiceNow ITAM and CSM
Aegis Softtech’s ServiceNow services help retailers centralize asset management, automate POS support, modernize customer service, and connect workflows across distributed store networks.
Through our ServiceNow consulting services, we help businesses assess existing processes, define the right ServiceNow architecture, and plan ITAM, CSM, automation, and integration initiatives around their operational requirements.
Organizations moving from legacy service management environments can use our ServiceNow migration services to transition relevant data, workflows, and processes to ServiceNow.
For businesses that need continued platform support and optimization after deployment, our ServiceNow managed services help maintain and evolve ServiceNow environments as business requirements change.
Talk to Our ServiceNow Developers
*Client identity is confidential. Project details are presented without identifying information.*