ServiceNow Series E204: ’Transforming Retail Workflow Management’ with Inspira Systems’ Matthew Farahmand

Today's guest is Matthew Farahmand, Co-Founder at Inspira Systems. Founded in 2025,Founded in 2025, Inspira Systems helps businesses evolve by building intelligent, scalable solutions on ServiceNow. From streamlining customer service to optimizing retail operations, they design and deliver workflows that drive efficiency, automation and results. With a customer-first approach, Inspira Systems partners with your team to create and continuously improve tailored ServiceNow solutions that solve real business challenges.

Matt brings over 20 years of IT and digital transformation experience, with expertise in application development, systems architecture, enterprise service management and customer experience transformation. He has led initiatives across Customer Service Management (CSM), Strategic Portfolio Management (SPM), Public Sector Digital Services (PSDS) and Retail Service and Operations Management (RSOM). Matt has a proven track record of building scalable solutions that reduce friction, accelerate outcomes and empower people.

In the episode, Matthew discusses:

0:00 How Inspira helps retailers optimise operations with RSOM

3:49 Why Retail needs unified platforms, not siloed task tools

5:14 How RSOM cuts downtime, saves margins and boosts retail efficiency

8:09 Streamlining retail tasks and reporting with an Omni-channel RSOM

10:32 How delaying unified retail solutions drains profit and morale

13:09 RSOM enables fast, consistent recall responses across retail