Business Transformation Spotlight
ASDA and ServiceNow expand collaboration to enhance employee and customer experiences
ASDA, one of Britain’s leading retailers, has expanded its collaboration with ServiceNow, the AI platform for business transformation, to unite operations across its technology, customer, and employee partnership is designed to improve the employee experience for ASDA’s 150,000 colleagues and the customer experience for its 16 million weekly shoppers.
T
he Now Platform has become the engagement layer for ASDA’s workforce, delivering human resources and related services to all ASDA’s colleagues in a ‘one stop
shop.’ Tis enables ASDA’s colleagues to do everything from ordering a laptop to flagging HR issues in one place, freeing up valuable time to focus on delivering for their customers. Because of the extensibility of the Now Platform to integrate with other platforms and systems, ServiceNow will enable ASDA to adopt new service management tools purpose-built for its current market and needs, as well as integrate seamlessly with the company’s existing third-party tools, such as Workday and SAP. Te move will also enable ASDA to integrate new ServiceNow
workflows spanning Customer Service Management in ASDA’s finance and commercial service operations to IT Service Management (ITSM). Te two-year transformation, with support from ServiceNow’s Strategic Portfolio Management Team, positions ASDA for future growth, modernising its
56 | November/December 2024
change management practices and providing a technology platform ready to deliver new innovative services. Damian Stirrett, GVP and GM UK and Ireland at ServiceNow
said: “Trough its collaboration with ServiceNow, ASDA has achieved significant business transformation. By investing in the power of cutting-edge technology, ASDA has paved the way for higher productivity, resulting in greater employee and customer experiences, leading to long-term impactful business outcomes.” Adrian Berry, CTO of ASDA said: “Tis has been a huge
transformation for ASDA, and has delivered great tools that we previously didn’t have, across everything from the HR function to the IT function. Our HR module has gone live across all our business units, and it’s delivered a one-stop shop which is already boosting colleague satisfaction and feels like we are arriving at one central place to deal with everything from logging incidents to communicating with suppliers. ServiceNow has also delivered big excitement across the business of having the capability to do even more for our colleagues and for our customers.”
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