SlideShare uma empresa Scribd logo
1 de 5
Baixar para ler offline
Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Increasing Multi-channel sales for
a leading retailer
TRANSFORMING THE CUSTOMER TO AN OMNI-CHANNEL
RETAILER
2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Key Customer Pain Points…
Need for reduction in overall fulfilment costs while
delivering a seamless Omni-channel experience to customers
Unstable fulfillment platform with a limited capacity for exponential sales growth
Rising costs in managing and fulfilling online orders
Limited capabilities to meet the rising consumer expectations to drive sales
3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
Business Benefits
Sales increase has been proven in stores where the
next day delivery promise and endless aisle was
implemented through order management
A robust 24/7 technology platform that allowed
online sales to grow 80% on a year on year basis
A fast track iterative development methodology was
set-up which succeeded in delivering ahead of the
original target benefits
Cost to deliver an online order fell by 50% enabling
operational profitability
Enter HCL…
Features of the HCL Solution
Next Day Delivery & Next Day Collect from Store
Enabled Collect from Store (CFS) capability &
Streamlined Refund and Return process
Enabled Wedding Gift List registry capability &
Endless Aisle capability
Pay Pal Integration & Integration with Amazon Trading
Hub
HCL proposed a unique framework and a roadmap to
improve the online customer experience to drive
satisfaction and sales.
HCL delivered integrated capabilities such as:
4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com
In this Case Study you will find..
The customer partnered with HCL with a vision to deliver a best-in-class shopping experience for their consumers
across all channels and reduce their overall fulfillment costs. HCL has undertaken several key initiatives to enhance
the customer’s multi-channel capabilities and has provided them a platform to transform themselves to become an
omni-channel retailer.
HCL partnered with this customer on the Future Fulfillment program designed to reduce their overall costs with a
focus on re-engineering critical store processes and implementation of the IT systems.
How HCL continues to help the customer evolve its online offerings to further differentiate its consumer experience and improve conversion ?
How HCL improved all customer satisfaction KPI's above expectations ?
CLICK TO FIND DETAILS ON HCL SOLUTION
Omni Channel Retailing – How HCL increased Multi-Channel sales for a Leading Retailer

Mais conteúdo relacionado

Mais de HCL Technologies

HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...
HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...
HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...HCL Technologies
 
Noise Control of Vacuum Cleaners
Noise Control of Vacuum CleanersNoise Control of Vacuum Cleaners
Noise Control of Vacuum CleanersHCL Technologies
 
Cost-effective Video Analytics in Smart Cities
Cost-effective Video Analytics in Smart CitiesCost-effective Video Analytics in Smart Cities
Cost-effective Video Analytics in Smart CitiesHCL Technologies
 
A novel approach towards a Smarter DSLR Camera
A novel approach towards a Smarter DSLR CameraA novel approach towards a Smarter DSLR Camera
A novel approach towards a Smarter DSLR CameraHCL Technologies
 
Security framework for connected devices
Security framework for connected devicesSecurity framework for connected devices
Security framework for connected devicesHCL Technologies
 
Connected Cars - Use Cases for Indian Scenario
Connected Cars - Use Cases for Indian ScenarioConnected Cars - Use Cases for Indian Scenario
Connected Cars - Use Cases for Indian ScenarioHCL Technologies
 
A Sigh of Relief for Patients with Chronic Diseases
A Sigh of Relief for Patients with Chronic DiseasesA Sigh of Relief for Patients with Chronic Diseases
A Sigh of Relief for Patients with Chronic DiseasesHCL Technologies
 
Painting a Social & Mobile Picture in Real Time
Painting a Social & Mobile Picture in Real TimePainting a Social & Mobile Picture in Real Time
Painting a Social & Mobile Picture in Real TimeHCL Technologies
 
A Novel Design Approach for Electronic Equipment - FEA Based Methodology
A Novel Design Approach for Electronic Equipment - FEA Based MethodologyA Novel Design Approach for Electronic Equipment - FEA Based Methodology
A Novel Design Approach for Electronic Equipment - FEA Based MethodologyHCL Technologies
 
Intrusion Detection System (IDS)
Intrusion Detection System (IDS)Intrusion Detection System (IDS)
Intrusion Detection System (IDS)HCL Technologies
 
Manufacturing Automation and Digitization
Manufacturing Automation and DigitizationManufacturing Automation and Digitization
Manufacturing Automation and DigitizationHCL Technologies
 
Managing Customer Care in Digital
Managing Customer Care in DigitalManaging Customer Care in Digital
Managing Customer Care in DigitalHCL Technologies
 
Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...
Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...
Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...HCL Technologies
 
The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...
The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...
The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...HCL Technologies
 
Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...
Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...
Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...HCL Technologies
 
Transform and Modernize -UK's leading specialists in Pension and Employee Ben...
Transform and Modernize -UK's leading specialists in Pension and Employee Ben...Transform and Modernize -UK's leading specialists in Pension and Employee Ben...
Transform and Modernize -UK's leading specialists in Pension and Employee Ben...HCL Technologies
 
"Cost Savings Enabled for European Financial Services company "
"Cost Savings Enabled for European Financial Services company ""Cost Savings Enabled for European Financial Services company "
"Cost Savings Enabled for European Financial Services company "HCL Technologies
 
Transforming the Product Portfolio
Transforming the Product PortfolioTransforming the Product Portfolio
Transforming the Product PortfolioHCL Technologies
 
Improved Underwriting Capabilities for Life Insurance Provider
Improved Underwriting Capabilities for Life Insurance ProviderImproved Underwriting Capabilities for Life Insurance Provider
Improved Underwriting Capabilities for Life Insurance ProviderHCL Technologies
 

Mais de HCL Technologies (20)

HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...
HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...
HCL HELPS A LEADING US TELECOM PROTECT ITS MARKET SHARE AND MAINTAIN HIGH LEV...
 
Noise Control of Vacuum Cleaners
Noise Control of Vacuum CleanersNoise Control of Vacuum Cleaners
Noise Control of Vacuum Cleaners
 
Comply
Comply Comply
Comply
 
Cost-effective Video Analytics in Smart Cities
Cost-effective Video Analytics in Smart CitiesCost-effective Video Analytics in Smart Cities
Cost-effective Video Analytics in Smart Cities
 
A novel approach towards a Smarter DSLR Camera
A novel approach towards a Smarter DSLR CameraA novel approach towards a Smarter DSLR Camera
A novel approach towards a Smarter DSLR Camera
 
Security framework for connected devices
Security framework for connected devicesSecurity framework for connected devices
Security framework for connected devices
 
Connected Cars - Use Cases for Indian Scenario
Connected Cars - Use Cases for Indian ScenarioConnected Cars - Use Cases for Indian Scenario
Connected Cars - Use Cases for Indian Scenario
 
A Sigh of Relief for Patients with Chronic Diseases
A Sigh of Relief for Patients with Chronic DiseasesA Sigh of Relief for Patients with Chronic Diseases
A Sigh of Relief for Patients with Chronic Diseases
 
Painting a Social & Mobile Picture in Real Time
Painting a Social & Mobile Picture in Real TimePainting a Social & Mobile Picture in Real Time
Painting a Social & Mobile Picture in Real Time
 
A Novel Design Approach for Electronic Equipment - FEA Based Methodology
A Novel Design Approach for Electronic Equipment - FEA Based MethodologyA Novel Design Approach for Electronic Equipment - FEA Based Methodology
A Novel Design Approach for Electronic Equipment - FEA Based Methodology
 
Intrusion Detection System (IDS)
Intrusion Detection System (IDS)Intrusion Detection System (IDS)
Intrusion Detection System (IDS)
 
Manufacturing Automation and Digitization
Manufacturing Automation and DigitizationManufacturing Automation and Digitization
Manufacturing Automation and Digitization
 
Managing Customer Care in Digital
Managing Customer Care in DigitalManaging Customer Care in Digital
Managing Customer Care in Digital
 
Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...
Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...
Digital Customer Care Solutions, Smart Customer Care Solutions, Next Gen Cust...
 
The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...
The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...
The Internet of Things. Wharton Guest Lecture by Sandeep Kishore – Corporate ...
 
Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...
Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...
Be Digital or Be Extinct. Wharton Guest Lecture by Sandeep Kishore – Corporat...
 
Transform and Modernize -UK's leading specialists in Pension and Employee Ben...
Transform and Modernize -UK's leading specialists in Pension and Employee Ben...Transform and Modernize -UK's leading specialists in Pension and Employee Ben...
Transform and Modernize -UK's leading specialists in Pension and Employee Ben...
 
"Cost Savings Enabled for European Financial Services company "
"Cost Savings Enabled for European Financial Services company ""Cost Savings Enabled for European Financial Services company "
"Cost Savings Enabled for European Financial Services company "
 
Transforming the Product Portfolio
Transforming the Product PortfolioTransforming the Product Portfolio
Transforming the Product Portfolio
 
Improved Underwriting Capabilities for Life Insurance Provider
Improved Underwriting Capabilities for Life Insurance ProviderImproved Underwriting Capabilities for Life Insurance Provider
Improved Underwriting Capabilities for Life Insurance Provider
 

Último

How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?IES VE
 
Valere | Digital Solutions & AI Transformation Portfolio | 2024
Valere | Digital Solutions & AI Transformation Portfolio | 2024Valere | Digital Solutions & AI Transformation Portfolio | 2024
Valere | Digital Solutions & AI Transformation Portfolio | 2024Alexander Turgeon
 
IEEE Computer Society’s Strategic Activities and Products including SWEBOK Guide
IEEE Computer Society’s Strategic Activities and Products including SWEBOK GuideIEEE Computer Society’s Strategic Activities and Products including SWEBOK Guide
IEEE Computer Society’s Strategic Activities and Products including SWEBOK GuideHironori Washizaki
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesMd Hossain Ali
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...Aggregage
 
UiPath Studio Web workshop series - Day 5
UiPath Studio Web workshop series - Day 5UiPath Studio Web workshop series - Day 5
UiPath Studio Web workshop series - Day 5DianaGray10
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-pyJamie (Taka) Wang
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfJamie (Taka) Wang
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureEric D. Schabell
 
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Will Schroeder
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1DianaGray10
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdfPedro Manuel
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding TeamAdam Moalla
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAshyamraj55
 
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDEADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDELiveplex
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1DianaGray10
 
UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6DianaGray10
 
Governance in SharePoint Premium:What's in the box?
Governance in SharePoint Premium:What's in the box?Governance in SharePoint Premium:What's in the box?
Governance in SharePoint Premium:What's in the box?Juan Carlos Gonzalez
 
Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)Commit University
 

Último (20)

How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?How Accurate are Carbon Emissions Projections?
How Accurate are Carbon Emissions Projections?
 
Valere | Digital Solutions & AI Transformation Portfolio | 2024
Valere | Digital Solutions & AI Transformation Portfolio | 2024Valere | Digital Solutions & AI Transformation Portfolio | 2024
Valere | Digital Solutions & AI Transformation Portfolio | 2024
 
IEEE Computer Society’s Strategic Activities and Products including SWEBOK Guide
IEEE Computer Society’s Strategic Activities and Products including SWEBOK GuideIEEE Computer Society’s Strategic Activities and Products including SWEBOK Guide
IEEE Computer Society’s Strategic Activities and Products including SWEBOK Guide
 
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just MinutesAI Fame Rush Review – Virtual Influencer Creation In Just Minutes
AI Fame Rush Review – Virtual Influencer Creation In Just Minutes
 
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
The Data Metaverse: Unpacking the Roles, Use Cases, and Tech Trends in Data a...
 
UiPath Studio Web workshop series - Day 5
UiPath Studio Web workshop series - Day 5UiPath Studio Web workshop series - Day 5
UiPath Studio Web workshop series - Day 5
 
20230202 - Introduction to tis-py
20230202 - Introduction to tis-py20230202 - Introduction to tis-py
20230202 - Introduction to tis-py
 
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
activity_diagram_combine_v4_20190827.pdfactivity_diagram_combine_v4_20190827.pdf
 
OpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability AdventureOpenShift Commons Paris - Choose Your Own Observability Adventure
OpenShift Commons Paris - Choose Your Own Observability Adventure
 
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
Apres-Cyber - The Data Dilemma: Bridging Offensive Operations and Machine Lea...
 
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1UiPath Platform: The Backend Engine Powering Your Automation - Session 1
UiPath Platform: The Backend Engine Powering Your Automation - Session 1
 
Nanopower In Semiconductor Industry.pdf
Nanopower  In Semiconductor Industry.pdfNanopower  In Semiconductor Industry.pdf
Nanopower In Semiconductor Industry.pdf
 
9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team9 Steps For Building Winning Founding Team
9 Steps For Building Winning Founding Team
 
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPAAnypoint Code Builder , Google Pub sub connector and MuleSoft RPA
Anypoint Code Builder , Google Pub sub connector and MuleSoft RPA
 
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDEADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
ADOPTING WEB 3 FOR YOUR BUSINESS: A STEP-BY-STEP GUIDE
 
Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1Secure your environment with UiPath and CyberArk technologies - Session 1
Secure your environment with UiPath and CyberArk technologies - Session 1
 
UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6UiPath Studio Web workshop series - Day 6
UiPath Studio Web workshop series - Day 6
 
Governance in SharePoint Premium:What's in the box?
Governance in SharePoint Premium:What's in the box?Governance in SharePoint Premium:What's in the box?
Governance in SharePoint Premium:What's in the box?
 
Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)Crea il tuo assistente AI con lo Stregatto (open source python framework)
Crea il tuo assistente AI con lo Stregatto (open source python framework)
 
20230104 - machine vision
20230104 - machine vision20230104 - machine vision
20230104 - machine vision
 

Omni Channel Retailing – How HCL increased Multi-Channel sales for a Leading Retailer

  • 1. Copyright © 2014 HCL Technologies Limited | www.hcltech.com Increasing Multi-channel sales for a leading retailer TRANSFORMING THE CUSTOMER TO AN OMNI-CHANNEL RETAILER
  • 2. 2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com Key Customer Pain Points… Need for reduction in overall fulfilment costs while delivering a seamless Omni-channel experience to customers Unstable fulfillment platform with a limited capacity for exponential sales growth Rising costs in managing and fulfilling online orders Limited capabilities to meet the rising consumer expectations to drive sales
  • 3. 3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com Business Benefits Sales increase has been proven in stores where the next day delivery promise and endless aisle was implemented through order management A robust 24/7 technology platform that allowed online sales to grow 80% on a year on year basis A fast track iterative development methodology was set-up which succeeded in delivering ahead of the original target benefits Cost to deliver an online order fell by 50% enabling operational profitability Enter HCL… Features of the HCL Solution Next Day Delivery & Next Day Collect from Store Enabled Collect from Store (CFS) capability & Streamlined Refund and Return process Enabled Wedding Gift List registry capability & Endless Aisle capability Pay Pal Integration & Integration with Amazon Trading Hub HCL proposed a unique framework and a roadmap to improve the online customer experience to drive satisfaction and sales. HCL delivered integrated capabilities such as:
  • 4. 4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com In this Case Study you will find.. The customer partnered with HCL with a vision to deliver a best-in-class shopping experience for their consumers across all channels and reduce their overall fulfillment costs. HCL has undertaken several key initiatives to enhance the customer’s multi-channel capabilities and has provided them a platform to transform themselves to become an omni-channel retailer. HCL partnered with this customer on the Future Fulfillment program designed to reduce their overall costs with a focus on re-engineering critical store processes and implementation of the IT systems. How HCL continues to help the customer evolve its online offerings to further differentiate its consumer experience and improve conversion ? How HCL improved all customer satisfaction KPI's above expectations ? CLICK TO FIND DETAILS ON HCL SOLUTION