Retail & Consumer · Platform Support and Agiro AI

Petbarn needed to change how its store, clinic and support teams use ServiceNow. We rebuilt the catalog and portal, added Now Assist, Virtual Agent, supported their Agentic AI build, and we now provide ongoing platform support. Services are now easier to find and access across desktop, mobile and chat.

The challenge
A catalog and portal that were hard to navigate on desktop and iPad. Approvals and fulfilment were manual. The support model needed to keep improving.

What we did

• Redesigned the Service Catalog’s categories, naming standards and navigation, in line with ServiceNow best practice.

• Upgraded the Service Portal across desktop, iPad, the mobile app and Virtual Agent.

• Chose Now Assist and agentic AI use cases based on user needs, platform readiness, expected value and delivery risk.

• Strengthened the knowledge, workflow and ownership the AI relies on.

• Automated approvals and fulfilment, with ongoing BAU support and advisory.

The outcome

• Higher self-service adoption

• Less manual effort for teams

• Self-service that extends beyond the portal and catalog

• A governed foundation for more Now Assist and agentic AI