today for the sh of wealth we're going to run through uh retail operations and a new application that's being developed at Glide fast called Pro recall um so we'll have uh Kate and Brandon go ahead and run through a demo um towards the end here in the second half I'm going to run through the retail operation side so we'll go ahead and kick this off so as far as the team is concerned those you who don't know I'm Brett Carl VP of solutions and alliances um Josh brostoff is VP of customer industry workflows Kate is our architect and Brandon Chapman is our senior TC so just so you know who was involved in the either application or the uh retail side of things so for retail operations what we want to do is run through what retail is how we're able to lean in on the Glide fast side and work with uh our customer customers and even our partners and one thing that we're doing is a campaign um every single month that ties an industry uh vertical back to a partner and back to a uh product so for the month of April we're actually focused on retail or in this case retail operations with service now as well as CSM and then 3C logic we're not going to talk about 3C Logic for this but just so you're aware of what is going on out in LinkedIn for those that campaign push that we have there the biggest thing to consider around getting into an industry is awareness right so there might not necessarily be an application might not be something that you're going to install like a plugin uh it might just more be the idea around it so we're going to talk about why it matters um what is retail operations what it isn't uh and then go through some use cases then finally get to the the pro recall application that what we'll talk about so why does retail matter from the service now perspective there are over 600 retail industry customers 450 retailing Grocers 100 Restaurant Hospitality customers and then nine of the 10 largest retails globally are service now customers so this is definitely a um industry in a vertical that we want to capture and when we're dealing with any sort of an industry the question is always that's great that Glide fast does itsm and does itom and does CSM and and employee workflows of HR but do you know my industry do you know my business do you know why we're actually here today what problems and pain points are trying to solve if we walk in and try to um solve problems for a health care company the same way that we would help a bank we're going to have an improper balance of of a response we're going to have a customer saying they don't get me they don't understand my business but when you look at our numbers you can see that we have 30 customers in finance and we have 25 customers in retail or whatever the numbers are um we've definitely done the work and we have the people with the expertise whether it's a business process consultant whether it's a an architect a technical consultant or even engagement manager that knows the Cadence and and the slow uh moving of a industry or the nuances thereof for example when we're dealing with any sort of Department defense or federal agency that is a different Cadence a different speed rather than an Enterprise that's focused more on the consumer side or retail or manufacturing so it's important for us to actually um invest and lean into these different Industries to add Credence to the fact that we know their businesses and we know what to do um with these kind of pain points and problem areas so again what is retail operations inste of isn't again it's utilizing the platform to implement retail processes so Inventory management customer service sales tracking and it's also the set of ideas that go around proposing to a customer and leveraging that CSM core or customer industry workflow core um from that retail specific lexicon so just to cover a couple of use cases I'm going to go through some of the service now use cases that we use on the sales side in sales motion and then we'll go through some of the the uh Glide fast ones and then also open up to see if anybody has any any more to contribute stuff that that they've seen so from the service now side uh they give four main use cases empowering the employees and Frontline managers streamlining operations delivering a great customer experience and then getting real time visibility into performance so the actual use cases that service now present presents they present with what the actual uh use Cas is what the challenge is and then what we can combine to actually get there so these are these are their slides here so for employing empowering the employee and the Frontline managers with automated workflows so the challenge in this example was the associate is unable to capture and manage and transfer and resolve cases and questions resulting in a reduced productivity and and higher costs so the suggested approach is we're going to provide Frontline staff with the autonomy to identify and schedule and resolve on-site issues so this is more around that case management uh perspective right through the workflows um capture managing reporting issues that impact customers and Associates and then enabling the Streamline coordination across multiple teams with new store openings Acquisitions and Replacements so when a customer says my pain point is I can't manage uh my employees or having a difficulty doing that then this is a good use case to say well we can leverage the uh retail operations with the customer industry workflows and then again sell this to our to our customer base the next SL is for reto operations so when we talk about the restaurant or store operations uh we could take data or insights um from Vision or iot and create workflows that check and automatically fix items so the example they give is a refrigerator do is left open by a customer and this creates a task for a store associate to check and close the door once the the first person completes it the task disappears so in this using iot um you would be able to have if you have fridges that have that sort of Technology then we'd be able to link that to service now and get those automated notifications again not every single retail organization is going to have these things but these are the type of examples and the solutions that we're looking to to create and to actually um bring to our customers for to solve their pain points and their problems from the customer experience side this is where we're looking to you bring in a portal uh it's where we're able to again we're using some of that the self-service management with the case management uh an example here is you know from the customer standpoint service now can reduce the time it takes for customers calling in uh using the application or email to reach out to the call center for help um and they've seen that it's more of the 8020 rule where uh 20% of the calls take up 80% of the time and that's really where we want to get away from uh the manual approach and and streamline uh through any sort of a um you know approval system and follow up with customers so for this again they're looking to do more of that virtual agent more of that self-help more of that mitigation of uh customer issues and the last one that service now gives is the getting the realtime visibility into performance so this is where they add the layer of performance analytics on top to actually looking at in this example he average receipts and total sales top stores by Revenue right things that you know typically you think of performance analytics you think of it managing uh the side of things but this offers that Insight from the um executive perspective um with issue resolution and task management in that in that dashboard experience here so we'll get into some of the use cases that we have from Glide fast so just a couple that we've actually crowdsourced and and have focused on that even uh you know Wilbur provided to us or more around um store openings store closings uh Renovations store operations contracts and lease management and then more of a e-commerce uh approach to customers different areas that customers need service now right where they don't have a streamline operation they're using Excel they're using some sort of a manual process they're doing everything with email or pen and paper or they're even they're using disconnected tools and using third party things to manage it and not having that single source the truth or single source of record in workflow um that service now can offer uh so for these kind of use cases these are when we're dealing with the sales emotion or we're dealing with any sort of solutioning on the uh retail side more in a retail customer these are things that we can think about top of Mind of what we can solve for our customers and push in and get away from oh we're setting up itsm great but what are we solving what's the problem what's the pain point that we're looking to address here and this kind of kind of approach is is across all verticals it's not isolated just to retail it's just this is what we're going to focus on here for the the retail operations side So for anybody uh you I know we have 42 people on this call anybody think of any other use cases that they've run into on the retail customer yeah hey Brett Mike Edmonds um I've actually uh I guess before they put the the stamp on it RSO retail service operations sits in CSM and it leverages the business location data model which will give you internal and external business locations uh one example I've actually done this twice at uh Glide fast so one example they've got 20,000 stores their internal business locations they have store associates that uh will you know raise a ticket for the refrigerator not working or the POS system went down going through CSM it starts as a case it can turn into an incident following the it best practices um they also have the the B Toc model where customers can come in and say you know when an associate was rude to me or you know the the lights weren't on in the parking lot at night what what have you right bunch of use cases there additionally bargain grocer franchises out all of their locations and then Wholesales to their franchisees uh so those are all external business locations that they manage similarly uh there's a a table of service organization members and external staff that the the members the folks that work at the store and operate at the store who are employees of the franchise they belong on that table so we we do actually have a decent amount of of experience internally for for both of these use cases for managing uh company-owned stores and potentially franchise locations thanks Mike um hey um one one thing I I think across all the um but more in like the sort of customer service side for retail is they deal with a lot of turnover and so anything that helps sort of the transition of information you know the playbooks huge values like the generative AI stuff that like when you've got a a case that has been sort of bounced around between different customer service reps and and at the high turnover industry to sort of like quickly get up to speed and and and find Solutions when it's bouncing around between a lot of different people yeah and that's a good call out too so the X internal example that I gave there are roles such that you can give to like a store manager or a district manager to manage their employees to create those external staff and take that burden off of you know the the right The Entity running the instance which is really really nice similarly you can do that with the internal piece but a lot of times what we'll see is you know there's an HR System somewhere that's managing that and loading those users in yeah yeah exactly but generally the the the sort of user based for retail tends to have like you said Mike there's kind of this level of like store managers and stuff but then there's a really fluid kind of movement of of the sort of Frontline employees right so so all these Solutions you know kind of take that can need to sort of take that into account of there's a fluidity and and and seasonal and and all sorts of other things a lot of people join in around December time for the holidays or in the summer you're going to have certain you know you're going to have an influx of high school kids or whatever yep baked into that business location data model is is that functionality next we're getting into what can we do and so Mike touched on it briefly where we get into those business locations right uh we get into um learning CSM right there's certain things that we can actually do so the number one thing I'll start from the bottom is is understanding retail use cases to Dan's Point understanding those pain points and the customer issues and problems that they're trying to solve for and going in and actually putting on the hat of a retail worker or retail manager or executive or or whoever for what they're actually trying to do how they're trying to put customers first how they're trying to reduce um loss and shrinkage how they're trying to make it so that they can have costs come down um in order to have more customers in in the store right in order to have draw that foot traffic or retail online e-commerce traffic uh to their organization depending the the next thing is to to speak retail learn retail based kpis so I have a couple slides on inventory based kpis and Retail based kpis so that you know that you're not trying to solve for defect remediation you're not trying to solve for um patient wait times when we're dealing with retail being able to speak the proper language is going to be important for um dealing with these kind of organizations and in Industries and next on top of that so we have our base and our foundation of of use cases and kpis and speaking retail then it gets into the actual product itself that mindset shift of well now I understand your industry now now we can focus on the product and that's where we get into CSM virtual agent performance analytics and then setting up the business location data model would be the would be the last thing right you're not going to set up your business location data model and not understand CSM without learning retail without understanding the use cases so we want to build that pyramid in in the proper sense I'm not going to run through all of these kpis but you'll have access to this when this is published and put in a knowledge article so you can reference these um we actually have an entire list of of kpis this is just a subset of around like 15 of each um I didn't want to put the entire you know 200 or so that we actually have out here um but you can see that these are the kind of uh reporting metrics that we're trying to deliver for our customers from an inventory based perspective and then from a retail based perspective another type of you know metric that we can measure and so we always run into it with our customers as well where they say what should we be measuring which is a little ironic since they're coming to us to help them run their retail industry um but they don't know sometimes it's a new motion where they have been dealing with Excel or they're dealing with pen and paper for so long that they're unable to look past and see well I don't know what to track what can I track with service now so just offering these kind of kpis is an added benefit to Leading again Credence and credibility to we know the retail space we your trusted advisor we your trusted consultancy uh organization So Pro recall this was an application that was actually created for a large retail organization uh that Josh brostoff architected and then we had uh Kate and Brandon come in and actually create it um and this is actually a solution that is going to be on the service now store from a retail perspective um so it's a scoped application we'll go through the use case and then we'll have Kate do a do a walk through on everything so some of our marking materials that we have around Pro recall the use case for pro recall was around the organization was doing everything in Excel they were doing everything manually with emails going back and forth um for when products need to get recalled off the shelf uh from a company so when you if you ever notice that when you buy a product you buy a shelf from Ikea or you buy um a a crib uh for for a baby or a chair whatever um they always tell you on the box that if you're if you're missing pieces reach out to the manufacturer don't don't reach out to the store right so that becomes a b Toc motion or business to Consumer motion when the product is on the shelf and there's an issue there's an issue with um a defective product something's broken something's going to hurt someone um it's spoiled damage whatever and they're aware of it that's a B2B function that's the manufacturer is talking to the retailer and says hey hey don't sell that product send it back to us right so to date this organization that this was created for was doing everything manually it was with Excel it was with uh emails going back and forth it was write it down on paper they weren't tracking it properly so this was created to help reduce the manual effort and any sort of errors and just track everything some of our business problems that we're addressing um is is streamlining the recall process so again going from local Excel to cloudbased automation um second it's enhancing the Regulatory Compliance so making sure that um we are tracking everything we can report on it and we know exactly hey we were notified it's a recall either by the FDA um or um any other government agency that might want you to to pull that product or from the manufacturer themselves where it's like no we can't do this and so it's reducing that non-compliance risk uh the third benefit is the rapid response to safety issues so so um instead of again having that b Toc incident we're just dealing with B2B saying before we even sell this before we overload the manufacturing side uh we want retail to pull this so that we're not dealing with this down the road where we have a bigger issue at hand fourth would be improved communication coordination we're able to have again everything tracked and run through a workflow with approvals and tasks so now we're not doing the oh I already emailed Steve over at manufacturer a oh I never got the email can you resend it we have that paper trail and that record and that's what the solution helps solve for and then lastly more the advanced data management and analytics just to report on everything to say okay we know we've had this many recalls for this this product for this manufacturer we have everything one spot instead of 17 different Excel sheets having the manager on the store level have to deal with it we're able to have a centralized location the success metric side from the actual uh statistics recalls are increasing uh this was a statistic back from 2023 14.2% rise in preil Rec uh uh product recalls between Automotive consumer goods food and beverage medical devices so on so forth so there is a need 14% might sound small but if you look at a grand scale of 100 million products that's um 14 million getting recalled as an example because there's so much stuff out there so many retail and so many products and stores that are that are being sold and and and pushed we already talked about the key features one thing is that uh from a improved uh time response we're able to uh reduce the email and Excel time from about two hours to actually complete the recall process down to about 10 minutes with the approval workflow where we're able to just fill out the form it goes through the workflow process um get submitted and tracked and that's a 90% decrease uh for cost savings so that's kind of the added benefit for these retail organizations is It's Time Savings It's Time Savings it's compliance um and it's keeping everything in track and or on track rather so I'm going to hand it over to Kate Kate if you want to go ahead and and share your screen and and take it away all right perfect uh so what we did is we tried to set this up so that out of the box it's just basically Bare Bones because every company is going to be doing their product recalls a little bit differently so we have a couple of quick properties they can set up in order to get everything up and running to start with so if they want to have an approval before we actually announce this to any of the stores they can quickly put assis ID for the group that they need to have it approved right here and then if we're having uh new product recalls being entered in by Integrations or anything like that they can also set up the assignment group that these are going to go to First just so that they're notified as soon as that recall comes into the system for them so we did also set up a workspace for all of the managers of the pro recall application so that they can come in here and see what is going on with all of their recalls they can see how many are currently open what tasks are open what's assigned to them and just take a quick scan over everything as as well as create new product recalls on the fly so we'll just quickly put one in uh so we have a recall ID so if there is an ID that comes with this from the company they would have a spot to put this kind of like a correlation ID uh if there's a certain start date that they have and what date that they actually need to be recalled by we also have a spot here for that so we'll just put in some sample data here just so that we can get this submitted and then the assignment group if we don't fill it out it will take in that assignment group from our system property if we do put one in then it will not overwrite that uh the affected locations so these would be all of the different stores that they have that they know that product is going to be on the shelves at uh so they can just put the locations in here add in the campaign name uh so this would just be a quick little sample uh so you know computers are all overheating and then a bit more of a description as to what the recall is actually going to be uh so you know they could put something like the hard drives are overheating when being utilized in the sunsh sign what they need to do to actually dispose of these so we're just going to say return to manufacturer down here they can actually add in the product model so we're utilizing the product model table for this so that they can easily pull in all of that data uh so we'll just say that we have a d Alienware and it pulls in the short description and the model number as well as the description to give them as much information about that product without having to enter anything in themselves and then if they know how many are actually affected by this they can also just put a quick number in here for the quantity affected and then save this record now when a record is first started it comes in in an initiate phase so this will be uh if somebody puts it in manually or if they come in through any different integration or anything like that it'll come in this phase so that somebody can come in get somebody assigned to it so I'm just going to quickly reload this that we have our assignment group on it as well and I'm just going to assign myself to this here and then we can move to the analyze phase so when you go to the analyze phase whoever is assigned to here will be able to look over all of this information make sure that everything is correct see if there's any extra information that they need to put into it before announcing this to the stores and once everything is looking good they can go to the announce phase now if we have any approval needed for this this is the point where it's going to be approved before it actually gets sent out to any of the stores so we're just going to quickly approve this record here and then once approved it'll take all of those different locations and it'll open up a task for each one of those locations and assign it to the contact off of the location so that each of those managers knows that they have something to go and work on here uh they can go and I'm just going to quickly change one of these over to myself as the assigner so we can look at the portal here and see what their view is going to be as well uh so we have a basic portal here where it's going to show them any open product recalls any recall products over the last 30 days as well as any of their tasks that they have to work uh so they'll be able to come in here see their tasks they'll also get notified by email with a link directly to that task for them to go and fill in any of the needed information as well once they go into the task they can quickly see on the side here uh what the campaign is what the description is so that they know what exactly is happening with these products when they need to have these items taken care of as well as all of the information for the product here and then once they're in here they can also say you know I have 760 of these units on hand I was able to dispose of 755 all my units weren't disposed of and they can give us a reason as to why those were not disposed if they couldn't dispose all of them and then once they're completed uh they can just close out their task and give it a quick save and that's all the work that they need to do now once all of those tasks are completed you can come back in here and go to the report phase uh in the report phase whoever is assign to this ticket will be able to review all of those tasks make sure that they have all of the information that is required within those tasks uh report back to whoever needs to know all of that information and then close out the ticket which will then close out everything and our process is completed a [Music]