ITSM Solutions for Retail and E-commerce
From store floors to digital storefronts, retail operations depend on speed, coordination, and uptime. Xurrent unifies ITSM, service operations, and enterprise workflows into a single platform. Help teams resolve issues faster, reduce risk, and deliver consistent customer experiences.
Too Many Systems. Not Enough Visibility.
Retail environments are built on a growing web of disconnected systems. From POS and ecommerce platforms to supply chain and support tools, teams are expected to manage it all while maintaining security, visibility, and uptime. The result is slower resolution, limited insight, and a constant struggle to keep operations aligned.
Retail IT, Unified and In Control
Xurrent’s ITxM Platform connects retail IT, service operations, and business teams in a single system. Bring together stores, ecommerce, supply chain, and support functions with shared workflows, real-time visibility, and embedded AI that keeps operations running smoothly.
Bridge the gaps created by siloed systems across stores, ecommerce, warehouses, suppliers, and IT. With Enterprise Service Management, every team operates in one system with shared workflows, consistent processes, and full visibility into requests, incidents, and changes.
Stay aligned with ITIL best practices while supporting GDPR and other regulatory requirements. Xurrent provides built-in audit trails, standardized workflows, and controlled change processes so retail organizations can move quickly without introducing risk.
In retail, every second of downtime affects sales and customer experience. Xurrent helps teams detect issues earlier, streamline incident response, and maintain uptime across stores and digital channels with a system designed for high-volume, fast-paced environments.
Move beyond reactive tiMove from reactive processes to proactive operations. Xurrent’s AI fabric connects data across services, assets, and workflows to reduce friction, improve response times, and keep retail operations running smoothly.cket queues. Xurrent’s embedded AI continuously analyzes patterns across incidents, assets, and systems to reduce noise, surface root causes faster, and prevent recurring disruptions.
Enabling Digital Transformation for Retail and Ecommerce
Retail environments are fast-moving, distributed, and increasingly complex. Xurrent’s ITxM Platform unifies ITSM, Enterprise Service Management, IT Asset Management, Change Management, and more in a single system. Gain real-time visibility, reduce downtime, and scale operations across every store, channel, and region.
Enable Customer-Centric Incident Management
Deliver faster, more consistent support across stores and digital channels. Xurrent uses embedded AI to prioritize issues, automate workflows, and reduce resolution times while improving customer and employee satisfaction.
Unify Fragmented Departments with ESM headline
Bridge the gaps between IT, operations, HR, finance, and customer support. With Enterprise Service Management, every department works within the same system, enabling standardized processes, better coordination, and consistent service delivery across the organization.
Manage IT Assets with Complete Visibility
Track IT assets, manage your CMDB, and maintain accurate configuration data across stores, warehouses, and distribution centers. Xurrent provides a single source of truth for asset data, helping teams reduce errors, improve planning, and support operational continuity.
Deliver a Self-Service, Mobile-First Experience
Empower employees and store teams with a self-service portal, mobile access, and AI-driven knowledge management. Reduce incoming requests, improve response times, and give users the tools they need to resolve issues quickly without IT intervention.
Leverage AI Automations and Workflows
Automate repetitive service requests and operational workflows without relying on development resources. Xurrent enables teams to streamline processes, reduce manual effort, and scale operations efficiently across the business.
Unify Retail Operations in One Platform
Xurrent’s ITxM Platform brings together ITSM, Enterprise Service Management, IT Asset Management, and Change Management in a single, AI-powered system. Instead of managing disconnected tools across stores, ecommerce, and supply chain operations, retail organizations gain real-time visibility into incidents, assets, and workflows across every location and channel. Resolve issues faster, reduce operational risk, and scale without increasing complexity.
Resolve issues faster, reduce operational risk, and scale without increasing complexity.
Built to Connect with Retail Systems
Retail environments depend on tightly integrated systems across stores, ecommerce, supply chain, and support. Xurrent connects seamlessly with monitoring tools, collaboration platforms, and cloud services. Its API-first architecture makes it easy to integrate with the systems that keep retail operations running.
Retail operations generate constant signals across infrastructure, applications, POS systems, and ecommerce platforms. Xurrent integrates with leading monitoring tools to automatically convert alerts into structured incidents, helping teams respond faster and reduce noise.
Retail teams operate across locations, regions, and time zones. Xurrent integrates with collaboration platforms to keep communication structured, ensuring approvals, escalations, and updates stay connected to the work being done.
Whether connecting to ERP platforms, ecommerce engines, POS systems, or custom retail applications, Xurrent ensures incident workflows, change management, and asset data stay synchronized with core business systems.
Trusted by Global Retail Organizations
“The overall positive impact Xurrent has made is enormous; our team members around the world now have a unified experience. It makes the business easier to manage, leadership has greater visibility of system and service performance, and employees are happier. Nearly every week, we get requests from other departments and teams asking to use Xurrent, which we can easily accommodate, as it is very simple to extend across the organization.”
Unified service experience across global teams
Greater visibility into system and service performance
Improved employee satisfaction and adoption
Easy expansion across departments and use cases
Simplified management of services and operations
Retail operations span stores, warehouses, ecommerce platforms, and corporate systems. Without a unified approach, teams struggle to maintain visibility and consistency across locations.
Xurrent brings these environments together into a single platform, giving leadership clearer insight into performance while making it easier for teams to collaborate and scale service delivery across the organization.
Trusted by Leaders, Built to Make Life Easier
Retail organizations rely on Xurrent to simplify service operations, improve visibility, and scale across stores, regions, and digital channels. Explore how teams are using Xurrent to modernize IT and service management without added complexity.
Frequently Asked Questions
Retail IT teams manage distributed store networks, high request volumes, and zero tolerance for downtime. Xurrent delivers ITSM and ESM on a single platform, giving retail organizations unified visibility across stores, warehouses, and back-office functions. Retail customers report going from zero SLA tracking to 97%+ achievement for critical services, handling 34,000+ requests per month with 70 IT specialists serving 8,000 employees, and reaching 93% end-user satisfaction post-rollout. One retailer deployed across 5,000 storefronts and 50,000 employees in just 3 months.
Retail digital channels depend on fast, structured support. Xurrent's self-service portal and AI-assisted routing reduce inbound ticket volume and accelerate resolution. One retail customer reached 40%+ self-service adoption, more than double the industry average. Another handles 5,000+ requests per month that previously went unmanaged, with a drastic improvement to MTTR. SLA achievement jumped from 0% to 97%+ for critical services after deploying Xurrent ITSM. Automated workflows and knowledge-base integration mean agents resolve issues faster, with consistent outcomes across every customer touchpoint.
Xurrent supports the IT infrastructure that inventory systems depend on. Through its CMDB and asset management capabilities, retailers maintain a live record of every device and service tied to inventory operations. When a POS system or warehouse scanner fails, Xurrent routes the incident automatically to the right team. Xurrent also automates workflows adjacent to inventory operations. One retail customer automated 25% of onboarding workflows. For inventory system integration, Xurrent's open API supports data exchange with ERP and logistics platforms via REST, GraphQL, or middleware such as Workato.
Retail scale makes manual ITSM unsustainable. Xurrent's embedded AI, Sera, automates ticket classification, routing, knowledge surfacing, and resolution workflows without requiring scripting expertise. One retail customer automated 100+ workflows. Another deployed across 751 stores in 8 languages across 13 countries. A third resolved nearly half of all requests without manual touch, while a fourth eliminated a drastic volume of manual hours through workflow automation. These AI and automation capabilities are embedded in the platform natively, not purchased as a separate layer.
Xurrent holds ISO/IEC 27001, ISO/IEC 27018, SOC 2 Type 2, and BSI C5 certifications, and complies with GDPR, UK GDPR, CCPA, and Swiss FADP. All data is encrypted at rest and in transit using TLS v1.3. Customers can supply their own encryption keys via BYOK. Data sovereignty belongs to the customer. Xurrent acts only as data processor. Retailers operating across multiple regions can select data residency within EU, UK, US, or Swiss AWS regions. Role-based access controls, multi-tenant data segregation, and full audit trails are standard. Details at trustcenter.xurrent.com.