Retail & Hospitality
Transform Operations to Empower Frontline Teams and Delight Every Customer
Whether you’re running retail stores or hospitality properties, your brand promise depends on flawless execution across every location. TQStarling helps retailers, restaurants, hotels, and travel companies deploy ServiceNow to create unified, AI-powered operations platforms that eliminate friction, ensure brand consistency, and turn operational excellence into competitive advantage.
Frontline workers in retail and hospitality spend hours navigating disconnected systems. Time that should be spent creating exceptional customer experiences.
Success in retail and hospitality depends on consistent execution across dozens, hundreds, or thousands of locations. A broken HVAC system. Equipment repairs that take days instead of hours. IT issues that prevent transactions. Supply chain delays. Each operational hiccup directly impacts customer experience, employee satisfaction, and ultimately, revenue.
Yet most organizations manage these challenges with fragmented systems: store managers submit facility requests via email, hotel properties call IT support directly, regional teams lack visibility into operational metrics, and corporate headquarters struggles to ensure brand standards are consistently met. General managers and store leaders spend excessive time coordinating responses rather than focusing on customers and team development.
The competitive stakes are high. Customers notice when operations are seamless and they definitely notice when they’re not. In industries where experience is everything, online reviews reach thousands instantly, and margins remain tight, operational excellence isn’t optional. It’s the foundation of brand differentiation and the key to retaining both customers and frontline talent in tight labor markets.
The Core Challenges
Retail and hospitality operations leaders face interconnected pressures that multiply across locations.
Fragmented Operations Management
Store managers and property teams juggle dozens of operational needs daily—facility maintenance, equipment repairs, IT issues, supply requests, scheduling—across disconnected systems. There’s no unified way to submit, track, or resolve requests. Issues get lost. Resolution times stretch. Customers feel the impact.
Slow Issue Resolution
When something breaks, point-of-sale systems, kitchen equipment, HVAC, wifi, elevators the speed of resolution directly impacts sales and satisfaction. Traditional service request processes involve phone calls, emails, and manual coordination. What should take hours takes days. Lost revenue adds up. Reviews suffer. Competitors gain ground.
Disconnected Teams
Corporate headquarters sets brand standards and policies, but lacks real-time visibility into how locations are performing. Regional teams coordinate between corporate and the field but don’t have tools for effective oversight. Location teams feel unsupported. The result is inconsistent execution and brand standards that exist on paper but not in practice.
Frontline Staff Productivity and Retention
Retail and hospitality turnover is notoriously high, and operational complexity makes it worse. When frontline workers spend excessive time navigating broken processes to accomplish basic tasks, productivity suffers and burnout accelerates. Your best employees leave for brands that make their jobs easier.
Our Point of View
The answer isn’t more point solutions. It’s an intelligent automation platform that connects every location, every department, and every operational need into a unified system.
Most retail and hospitality brands have accumulated technology over time, one system for facility management, another for IT support, a third for supply chain, separate platforms for customer service. Each made sense individually, but together they create friction rather than eliminating it. Location teams still need to know which system to use for which issue, and coordination requires phone calls and manual effort.
This is where ServiceNow for Retail and Hospitality transforms operations. Instead of multiple disconnected platforms, you create a single intelligent interface where location teams submit any operational request, facility, IT, supply chain, guest services, HR, and AI-powered workflows automatically route, orchestrate, and track resolution. Instead of regional teams operating blind, they have real-time dashboards showing operational health across all locations. Instead of headquarters hoping standards are met, they have workflows that ensure consistent execution.
The shift from “fragmented by function” to “unified by workflow” enables the operational excellence that great retail and hospitality experiences require. And it starts with the right ServiceNow implementation strategy, whether you’re deploying Customer Service Management, Field Service Management, Retail Service Management, or integrated operations platforms.
We believe retail and hospitality operations should work like this.
Location Teams
Access a single, intelligent self-service interface for any operational need, with AI handling routing and orchestration behind the scenes.
Frontline Staff
Get issues resolved quickly without navigating complex processes, so they can focus on creating memorable customer experiences.
Regional and Support Teams
Work from unified desktops that surface relevant information regardless of which backend system holds it.
Corporate Headquarters
Has real-time visibility into operational metrics and brand standard compliance, with automated workflows ensuring consistency across all locations.
Franchise Partners
Operate on the same platform as corporate locations, with appropriate access controls and per-location pricing models that make adoption economically viable.
How ServiceNow Applies
TQStarling specializes in implementing and modernizing ServiceNow for Retail and Hospitality, with deep expertise in multi-location operations, customer service management,
and field service management.
ServiceNow Retail & Hospitality Operations
Connect headquarters, regions, and locations to deliver consistently exceptional experiences.
Unified Operations Interface
Single point of access for location teams to submit any request (facilities, IT, supply chain, guest services, HR)
AI-Powered Workflow Orchestration
Intelligent routing and automation across departments and locations
Real-Time Operations Visibility
Dashboards showing resolution times, issue volumes, and operational health across the portfolio
Omnichannel Customer Service
Deliver seamless experiences across in-person, online, mobile, and hybrid channels
Field Service Management
Manage facility maintenance, equipment repairs, and operational issues with speed and intelligence.
Intelligent Dispatch
Reduce customization bloat and future-proof your platform
Mobile Field Service
Use ServiceNow’s native AI capabilities to handle routine requests autonomously
Preventive Maintenance
Compressed timelines using proven frameworks and templatized solutions
Multi-Location Coordination
Manage field service operations across corporate and franchise locations
Operations Portfolio
ServiceNow’s portfolio helps retailers and hospitality brands solve interconnected challenges.
Capability Area
Business Impact
Customer Experience
Deliver exceptional omnichannel experiences with seamless operational support
Store/Property Operations
Manage all location requests via unified, intelligent, self-service interface
Location Planning
Enable seamless coordination for openings, closings, and renovations
Fuel Employee Productivity
Deliver exceptional worker experiences that reduce turnover
Procure, Logistics & Supply Chain
Improve procurement and supply chain operations across locations
Drive Enterprise Efficiency
Modernize technology and streamline IT services
How It Connects
Each challenge maps to a solution.
Challenge
ServiceNow Solution
Fragmented operations management
Unified operations interface with intelligent routing
Slow issue resolution
AI-powered workflows with automated escalation and tracking
Disconnected corporate/regional/location teams
Integrated platform with real-time visibility across all levels
Poor employee experience and retention
Self-service tools that eliminate operational friction
Inconsistent brand experiences
Automated workflows enforcing brand standards across all locations
Operations Portfolio
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
How It Connects
Callenge:
ServiceNow Solutions:
Callenge:
ServiceNow Solutions:
Callenge:
ServiceNow Solutions:
Callenge:
ServiceNow Solutions:
Callenge:
ServiceNow Solutions:
Proof Points
Leading Brands Trust ServiceNow
TQStarling partners with retail and hospitality industry leaders operating ServiceNow at scale.
Quick Service & Restaurants
McDonald’s — Using CSM + FSM to solve restaurant operations issues at scale
Carrefour — Early adopter of integrated service management
Wendy’s — ServiceNow customer
In-N-Out — ServiceNow customer
Hotels & Hospitality
Marriott – ServiceNow customer managing operations across global portfolio
Hilton – ServiceNow customer coordinating brand standards across properties
Hyatt– ServiceNow customer delivering consistent guest experiences
Early Adopters
Meijer – Early adopter recognizing need for retail-specific operations platform
Sunoco – Early adopter
Best Buy – Early adopter
Big Box & Department Stores
Walmart – ServiceNow customer
Target – ServiceNow customer
Costco – ServiceNow customer
Home Improvement & Specialty
Home Depot – ServiceNow customer
Lowe’s – ServiceNow customer
Kroger – ServiceNow customer
Travel & Transportation
Delta – ServiceNow customer managing complex operations and customer service
The ServiceNow Advantage
Unique retail data model combined with FSM Basic for tailored solutions
Per-location pricing models that work economically for both corporate and franchise operations
40-60% reduction in mean-time-to-resolution for location operational requests
Improved customer satisfaction through faster issue resolution
Better employee retention by eliminating daily operational friction
Brand consistency through automated workflows ensuring standards are met
Real-time visibility enabling proactive management rather than reactive firefighting
Let's talk about transforming your
retail or hospitality operations platform.
Whether you’re looking to deploy ServiceNow for multi-location operations for the first time, modernize an existing platform to support retail or hospitality use cases, or create unified workflows across corporate and franchise locations, TQStarling brings the industry expertise to make it happen.
WHAT TO EXPECT
30-minute discovery conversation to understand your operating model, locations, and current challenges
Assessment of your technology landscape and integration requirements
Clear perspective on deployment options, pricing models, and realistic timelines
No pressure, no generic sales pitch—just practical guidance from practitioners who understand retail and hospitality operations