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CASE STUDY

Multi-State Retailer: CSM for 1,200-Store Operations Support

A retailer rolled out CSM for store-operations support — store managers raise tickets via mobile, district managers oversee resolution. Resolution time down 51%.

May 9, 2026 · 2 min read · By admin
At a glance
51% CHANGE
Industry
Retail
Topics
CSM · Servicenow
Published
May 2026
Headline outcome
51% Store-issue resolution: down 51%

Measured outcomes

What this programme actually delivered.

51%

Store-issue resolution: down 51%

14

Pattern-issue detection: 14 systemic issues identified Y1

+32

Store manager NPS on operations support: +32 points

The challenge

A 1,200-store retailer’s store managers escalated operational issues (POS, inventory, facilities) via email. Issues sat in inboxes; district managers had no visibility into store-level problem patterns.

What we built

CSM with mobile-first store-manager UX. District-manager dashboards show real-time store health. Routing rules ensure tickets reach the right specialist. Pattern detection flags systemic issues across multiple stores.

Outcomes

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