TCS Retail Command Center

Overview

Retail and CPG companies lose out on a lot of cross functional information and suffer from delays in timely actions due to lack of real-time alerts. With tremendous growth in retail industry and increasing complexity of different functions, a lot of time information needs to be transferred to relevant teams on a regular basis. Manual interventions, information on multiple platforms and offline processes cause delays and lack of transparency within the organization. This creates a need to have a platform where the retailer can get a real-time view of all the information needed by a team in one place.

The challenge includes:

Lack of single view: Multiple alerts from various site monitoring tools and KPI dashboards for sales, order, and logistics.
Poor User Experience: Slow resolution time impacts customer experience
Missing Classification of Business Issues: Right classification and assignment of issues relating to business and IT
Email Dependency: Email tracking is burdensome, inefficient and has limited tracking mechanism
No workflow tracking: Low Visibility on Tasks with Multiple handshakes.

TCS provides a holistic solution that acts as a one stop solution for all the valuable information. The solution helps retailers with better observability, tracking-tracing incidents, gather insights, identify actionable incidents in real-time & fixing.

Key Features & Functionality

Retail Command Center is a TCS Crystallus Composable Business solution created on Appian's Low Code Platform. Embracing the new-age Composable Business philosophy. The solution is built with TCS' domain expertise, contextual knowledge, and industry next-practices leveraging intelligent technologies like Appian as an Enabler.

The solution includes:

Interactive Dashboards: Provides interactive dashboard for the alerts and tickets with SLA performance as well as KPI dashboard for sales, order, and logistics.
Real-time custom alerts: Collates, classifies, and resolves alerts from various tools based on site performance to streamline resolution via business / IT departments.
Integrations with multiple applications: Gather data from multiple tools and integration for taking actions on service desk applications.
AI Chatbot Service Requests: Enables chatbot operations to automate frequently asked questions, reports while raising tickets in 24x7 period.
Customer Engagement, attending to customer responses on multiple channels/platforms like instore, online, kiosk, mobile etc. responding to enable better customer experience by having contextual engagement.
For the dashboard aggregation the data is accessed from the existing data repositories from multiple systems in the current landscape and converted to provide insights for user decision making.

Benefits & Business Impact

Increased Conversion:

Enables retailer to have a holistic view on-site search & functionality to address issue management in real time, leading to an increase in conversion

Decreased Delivery Surprises:

Allows retailers to manage expectations for on-time deliveries with real-time insights on order management

Dynamic Content Management:

Provides the option to dynamically view the broken links, redirection, errors, and issues and allows the user to correct them

Increased CSAT:

Oversee customer journeys from beginning to end. Evaluate customer feedback to enhance the customer journey and experience, leading to an increase in NPS

Maximize Promotion Effectiveness:

Monitor and act on promotion setup and takedown based on intelligent insights from previous promotions, which makes event management easier

Contextual Engagement:

Enabling retailers to respond to customers in all the channels where the products are offered and keep a live and contextual engagement creating better user experience garnering loyalty