Rossmann is expanding the use of Service Now’s workflow automation platform to further fields to support its staff more efficiently through standardised, transparent service and support processes. The drugstore operator aims to consistently drive forward the digitalisation of key service and support processes in the IT and HR departments, streamline internal workflows and expand the use of AI-powered assistance solutions in a targeted manner. The Retail Optimiser had reported on the use of the Service Now platform at Rossmann. As reported, Rossmann has commissioned Diebold Nixdorf to provide managed services for the operation and monitoring of its store technologies.
By introducing the platform from Service Now, Rossmann aims to replace the various technical solutions – which lead to media breaks and unnecessarily long processing times for service requests – with a centralised platform, as well as to automate manual steps in ticket management. Rossmann is launching the transformation in its stores and has set itself the goal of designing the project consistently from the perspective of staff in the retail outlets.
In addition to improving efficiency, Rossmann’s primary aim is to bring greater transparency to the workflow for all involved. Standardised, traceable workflows ensure clear responsibilities, status transparency and a noticeably improved user experience.
Clear Definition of Done
Service and support requests at Rossmann are increasingly being recorded and processed via standardised digital processes. The benchmark for success here is the internal resolution time for service requests – and, above all, feedback from the stores: a request is only considered closed once staff in the stores confirm that it has been resolved.
“Through our partnership with Service Now, we are laying the foundations for a future-proof platform strategy. Our aim is to simplify internal service processes in a sustainable manner, make them more efficient and provide our staff with the best possible support in their day-to-day work,” says Christian Metzner, Managing Director of IT and HR at Rossmann.
Centralised platform drives efficiency
Through the targeted use of artificial intelligence, all internal processes would be optimised in the long term, creating a noticeable reduction in the workload of employees in their day-to-day work. At Rossmann, systems and AI for internal services are not to be used as isolated individual solutions but rather built as a central enterprise service management platform – as a system architecture utilising the AI-supported employee tool Service Now Assist as the front end.
