Dirk Rossmann GmbHGermany29 Jun 2026
Rossmann cuts store-support handling from 9 minutes to 5 seconds with ServiceNow agentic AI across 5,200 stores
Dirk Rossmann GmbH, the German drugstore chain operating 5,200 stores across Europe, deployed ServiceNow agentic AI on top of a ServiceNow Retail Operations mobile-app backbone that consolidated IT, HR and Store Operations requests. The first AI routing agent went from 56% to 94% accuracy in two weeks through knowledge-article tuning alone, and the full process now turns a single store issue from photo to prepared case in under five seconds, down from nine minutes of back-and-forth.