Story
ServiceNow
KrogerHow Kroger Runs Back-office Automation on Customer Service Management
Kroger, a consumer staples organization in the United States, uses Customer Service Management from ServiceNow to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Customer Service Management is the governed place operations analysts use for back-office automation |
| Capability | New joiners can see how back-office automation actually runs |
Story
Consumer Staples work at Kroger spans more than one site, even when headquarters sits in the United States. Repetitive desktop work was splitting across regional habits. Operations analysts asked for a shared way to run back-office automation without freezing local judgment.
ServiceNow (Customer Service Management) is what they standardized on. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. Kroger uses it as the system of record for repetitive desktop work, with operations analysts as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
