{"id":25757,"date":"2026-04-24T11:20:00","date_gmt":"2026-04-24T09:20:00","guid":{"rendered":"https:\/\/retail-optimiser.de\/?p=25757"},"modified":"2026-04-24T11:46:23","modified_gmt":"2026-04-24T09:46:23","slug":"rossmann-baut-workflow-automation-mit-service-now-aus","status":"publish","type":"post","link":"https:\/\/retail-optimiser.de\/en\/rossmann-baut-workflow-automation-mit-service-now-aus\/","title":{"rendered":"Rossmann baut Workflow-Automation mit Service Now aus"},"content":{"rendered":"\t\t
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Rossmann baut den Einsatz der Workflow-Automation-Plattform von Service Now in weitere Bereiche aus, um seine Mitarbeiter durch einheitliche, transparente Service- und Supportprozesse effizienter zu unterst\u00fctzen. Der Drogeriemarkt-Betreiber m\u00f6chte damit die Digitalisierung zentraler Service- und Supportprozesse in den Bereichen IT und HR konsequent vorantreiben, interne Abl\u00e4ufe effizienter gestalten und den Einsatz KI-gest\u00fctzter Assistenzl\u00f6sungen gezielt ausbauen. \u00dcber die Einf\u00fchrung der Service Now-Plattform bei Rossmann hatte der Retail Optimiser <\/em>bereits berichtet.<\/a> Mit Managed Services-Dienstleistungen f\u00fcr dem Betrieb und das Monitoring seiner Filialtechnologien hat Rossmann wie berichtet Diebold Nixdorf beauftragt.<\/p>

Mit der Einf\u00fchrung der Service Now-Plattform will Rossmann die unterschiedlichen technischen L\u00f6sungen, die zu Medienbr\u00fcchen und unn\u00f6tig langen Bearbeitungszeiten von Serviceanfragen f\u00fchren, durch eine zentrale L\u00f6sung ersetzen sowie manuelle Schritte im Ticket-Management automatisieren. Rossmann startet den Umbau in den Filialen und hat sich das Ziel gesetzt, das Projekt konsequent aus der Perspektive der Mitarbeiter in den Vertriebsst\u00e4tten zu gestalten.<\/p>

Neben der Effizienzsteigerung m\u00f6chte Rossmann vor allem mehr Transparenz f\u00fcr alle Beteiligten in den Workflow bringen. Standardisierte, nachvollziehbare Workflows sorgen f\u00fcr klare Zust\u00e4ndigkeiten, Status-Transparenz und eine sp\u00fcrbar verbesserte Nutzererfahrung.<\/p>

Klare Definition of Done<\/h3>

Service- und Supportanfragen werden bei Rossmann zunehmend \u00fcber standardisierte digitale Prozesse erfasst und bearbeitet. Ma\u00dfstab des Erfolgs sind dabei interne L\u00f6sungszeiten von Serviceanfragen \u2013 und vor allem die R\u00fcckmeldung aus den Filialen: Ein Anliegen gilt erst dann als abgeschlossen, wenn die Mitarbeiter in den Filialen die L\u00f6sung des Anliegens best\u00e4tigen.<\/p>

\u201eDurch die Partnerschaft mit Service Now schaffen wir die Grundlage f\u00fcr eine zukunftsf\u00e4hige Plattformstrategie. Unser Ziel ist es, interne Serviceprozesse nachhaltig zu vereinfachen, effizienter zu gestalten und unsere Mitarbeiter im Arbeitsalltag bestm\u00f6glich zu unterst\u00fctzen,\u201c sagt Christian Metzner, Gesch\u00e4ftsf\u00fchrer IT und HR von Rossmann.<\/p>

Zentrale Plattform schafft Effizienz<\/p>

Durch den gezielten Einsatz von K\u00fcnstlicher Intelligenz w\u00fcrden langfristig alle internen Prozesse optimiert und eine sp\u00fcrbare Entlastung im Arbeitsalltag der Mitarbeiter geschaffen. Systeme und KI f\u00fcr interne Services sollen bei Rossmann nicht als isolierte Einzell\u00f6sungen eingesetzt, sondern als zentrale Enterprise-Service-Management-Plattform gebaut werden \u2013 als Systemarchitektur mit dem Einsatz des KI-gest\u00fctzten Mitarbeiter-Tools Service Now Assist als Frontend.<\/p>

\u00a0<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Rossmann baut den Einsatz der Workflow-Automation-Plattform von Service Now in weitere Bereiche aus, um seine Mitarbeiter durch einheitliche, transparente Service- und Supportprozesse effizienter zu unterst\u00fctzen.<\/p>\n","protected":false},"author":4,"featured_media":25761,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[24],"tags":[139,333,2084],"class_list":["post-25757","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-diebold-nixdorf-en","tag-rossmann-en","tag-service-now-en"],"yoast_head":"\nRossmann baut Workflow-Automation mit Service Now aus - Retail Optimiser<\/title>\n<meta name=\"description\" content=\"Rossmann baut den Einsatz der Workflow-Automation-Plattform von Service Now in weitere Bereiche aus, um seine Mitarbeiter durch einheitliche, transparente Service- und Supportprozesse effizienter zu unterst\u00fctzen\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/retail-optimiser.de\/en\/rossmann-baut-workflow-automation-mit-service-now-aus\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rossmann baut Workflow-Automation mit Service Now aus - 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