Asda expands partnership with ServiceNow

Asda has announced the expansion of its partnership with ServiceNow to integrate operations across its technology, customer, and employee workflows.

The supermarket chain first signed a deal with the digital workflow business in 2022 to deliver a new platform, applied to both mobile devices and laptops, which is designed to help both employees on the shop floor and office-based colleagues with process queries, raising questions, and obtaining information.

The platform has been used to facilitate HR operations and related services to Asda’s 150,000 employees, enabling them to do handle processes such as ordering a laptop or flagging HR issues in a “one stop shop” format.

Following a two-year transformation, the platform can also be integrated with areas such as customer service management in Asda’s finance and commercial service operations to its IT service management.

Additionally, the platform aims to support Asda in adopting new purpose-built service management tools which can be integrated with the company’s existing third-party tools, like Workday and SAP.

Asda chief technology officer Adrian Berry said the platform had facilitated a “huge transformation” and delivered tools which the retailer previously didn’t have across everything from HR to IT.

“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,” continued Berry.