Evora.group > Portfolio > Industries Overview > Retail

Retail

Consistent retail service across every location, at scale.

Retail runs on execution across thousands of sites, where store managers, home-office dispatchers, third-party contractors and vendors all have to move as one. Evora connects customer and field service on ServiceNow, wired into SAP, so maintenance requests, dispatch and cost control run the same in every location. Evora Now is our specialist team for it.

Plant + Field execution

Service & Field operations

Workflows & Coordination

Integration + Data

Cloud ERP

Plant + Field execution

Service & Field operations

Workflows & Coordination

Integration + Data

Cloud ERP

The challenge in retail

Why does retail service break down across thousands of sites?

Retail service does not fail in strategy, it fails in coordination at scale. Requests come in site by site, by phone and email. Store managers, dispatchers, third-party contractors and vendors work off separate tools, so there is no single entry point and no shared status.

Service levels drift from one location to the next, and because field work is disconnected from SAP, cost, parts and invoicing are hard to control.

The result: inconsistent execution, slower response, weak transparency, and higher operating cost across the network.

Ready to define your fastest path to measurable outcomes?

The ideal state

From scattered site requests to one governed service experience across every location.

The target is one model that runs the same in every store: a single entry point for maintenance requests, coordinated dispatch across staff, contractors and vendors, and field work connected to SAP so the money side stays under control.

Consistent execution at scale, with the transparency to prove it.

Trusted by

Evora’s expertise in field service management and SAP integration was crucial to the success of this project. We’re excited to see Sunoco leverage ServiceNow to fuel efficiency, increase transparency, and reduce operational costs.

Noah Ryan

Evora Group, Sr ServiceNow Solutions Exec

What we deliver

Our Capabilities developed to
solve your day-to-day challenges.

Core Capabilities

Enterprise Operating Models

Build the operating model that runs your enterprise.

Asset & Maintenance Excellence

Make maintenance reliable, auditable, and measurable.

Service & Field Excellence

Field service that resolves the first time.

Core Enterprise Platforms (ERP)

Modernize the core your operations depend on.

Workflow & Customer Operations

Coordinate work across teams without the friction.

Enabling Capabilities

Architecture & Integration

Connect fragmented landscapes into end-to-end processes.

Data, AI & Automation Enablement

Put data, AI, and automation to work in operations.

Custom Development

Development tailored to your individual needs.

Managed Operations

Run and improve, with one accountable team.

Speak with an expert

Every inquiry reaches the right specialist.

Sales APAC

Sales EMEA

Sales Americas

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

FAQs

Everything You Need to Know

How does Evora improve retail service execution?

We put customer and field service on one governed ServiceNow model: a Customer Service Management portal as the single entry point for requests, Field Service Management for dispatch, and SAP integration for cost and parts. Sunoco runs this across 7,400+ sites in 40+ states

Can it coordinate third-party contractors and vendors?

Yes. Field Service Management connects store managers, home-office dispatchers, contractors and vendors in one workflow with shared status, so work does not stall between parties.

How does it connect to SAP?

ServiceNow is wired into the SAP backbone, so financial records, invoicing, hours and parts stay controlled on the ERP rather than tracked separately.

Does it scale across many locations?

It is built for consistent execution at scale, one standard across every site, which is exactly the model Sunoco needed for thousands of locations.

Which platforms are used?

ServiceNow (Customer Service Management and Field Service Management), SAP, and Microsoft. The platform is the enabler; we start from the service model and the outcome.

Consistent retail service across every location, at scale.

Why does retail service break down across thousands of sites?

Ready to define your fastest path to measurable outcomes?

From scattered site requests to one governed service experience across every location.

Trusted by

Evora’s expertise in field service management and SAP integration was crucial to the success of this project. We’re excited to see Sunoco leverage ServiceNow to fuel efficiency, increase transparency, and reduce operational costs.

Noah Ryan

Evora Group, Sr ServiceNow Solutions Exec

Our Capabilities developed to solve your day-to-day challenges.

Core Capabilities

Enterprise Operating Models

Asset & Maintenance Excellence

Service & Field Excellence

Core Enterprise Platforms (ERP)

Workflow & Customer Operations

Enabling Capabilities

Architecture & Integration

Data, AI & Automation Enablement

Custom Development

Managed Operations

Every inquiry reaches the right specialist.

Sales APAC

Sales EMEA

Sales Americas

Request a meeting

GDPR compliant. Data never shared.

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

Everything You Need to Know

Our Capabilities developed to
solve your day-to-day challenges.