wipro.com Transforming the Traditional Retail Industry Landscape
Is your retail business keeping pace with today s digital transformation? Is it as agile as the e-commerce companies that promise instant delivery of products and services? Is every aspect of your customer journey geared to satisfy evolving customer demands? Businesses today need to be nimble enough to adapt to rapidly evolving markets and ever-growing customer demands. However, this involves reengineering and automating core processes to improve productivity, cycle times and quality. It s also crucial to have analytical intelligence and insights for strategic planning to drive better business outcomes and enhanced customer experiences. Some of the typical challenges that retailers face include: Complex and costly technology upgrades Dominance of app-based startups Diminishing brand loyalty and value Rising global competition Growing digitization is New-age app-based The Internet has Digitization has shrunk resulting in rapid start-ups are disrupting empowered customers the world into technological the market with their by offering a wide customers mobile disruption, leaving ability to reach a larger range of choices. screens. This means that many organizations audience faster, at Dissatisfied customers global boundaries are struggling to keep considerably lower can easily switch to crumbling and retailers pace. One of the investments. These another brand that are no longer limited to primary reasons for this companies also have offers better products one particular region. lag is the continued the ability to provide and services. New markets and new reliance on legacy superior customer business models are systems, which are not satisfaction by challenging traditional only cumbersome but innovatively catering to players to improve their also costly to upgrade. customers specific game. needs. As newer business models evolve to keep pace with the digitally empowered consumers, businesses are looking to drive IT and process transformation to create unparalleled customer experiences. Wipro s Enterprise Operations Transformation embraces every crucial aspect of your business s delivery model processes, analytics, automation, and customer experience to increase agility, reduce operational risks, and enhance business value. 1
Wipro Solution: Enterprise Operations Transformation Wipro s Enterprise Operations Transformation requirements, framework and ensures recommend that Transformation you remain a step ahead framework of your competition the best in fit the solution retail space. that combines Based on ensures your needs, that our you experts remain analyze a step your different processes, elements and suggest from our the offering suite - simplification, automa- best ahead possible of solution your competition from the following the suite. retail space. Our experts analyze tion, intelligence and immersive your business processes and experience Immersive Experience WiproCX Channel Optimization NGCE Simplification Lean & Six Sigma Shared Service Setup Digitization Automation RPA Smart Script & Utilities BPM Solutions Intelligence Data Visualization Cognitive RPA Predictive & Presciptive RPA Solution features Simplification: Traditional SOLUTION retailers FEATURES: who rely on complex processes underpinned by legacy systems find it extremely difficult to respond to rapid market changes. What retailers need is a way to untangle these complexities in order to become more responsive. Our domain experts analyze your processes and identify opportunities for process improvements, waste reduction and quality enhancement through process excellence methodologies such as Lean and Six Sigma. Automation: Robotic Process Automation (RPA) deploys software bots that are programmed to mimic tasks that are repetitive, and follow a rule-based approach. This helps replace manually-intensive tasks. Our experts analyze your processes to identify use cases for automation aimed at maximizing ROI. This enables your organization to be more agile, responsive, and flexible, and drive better business outcomes. Intelligence: Today, retailers have access to vast amounts of customer data that helps them not just understand buying patterns, but also respond to customer needs in real time. Wipro s proprietary solution engine Holmes combined with tools such as Cognitive RPA can help you draw insights from transactional data across touchpoints. These insights help predict consumer preferences and customize offerings according to your customers explicit as well as implicit needs. This, in turn, helps you upsell and cross-sell products and services. 2
Immersive Experience: Wipro leveraged its deep knowledge of contact center environments to create a solution that offers a 360-degree customer view to agents, enabling quicker and more accurate responses to customer queries. It allows businesses to leverage data generated through multiple touch-points to understand customer preferences, buying patterns, sentiment, feedback, and much more. The solution helps identify opportunities and bridge any gaps between the company s service delivery approach and customers growing expectations. Case study A leading semiconductor company facing challenges with journal processing 85% volumes come through during monthend period 16% manual data entry 84% data entry done through excel sheets Wipro s Enterprise Operations Transformation experts identified automation opportunities in areas such as automatic template selection, automated data entry into documents, as well as ERP suite and email automation. This resulted in: 60% time saving per trans action 100% accuracy in robotic transactions Increased month-end volume handling capabili ties, and fewer resource requirements (2 FTEs) Automated exception handling 3
About Wipro Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading information technology, consulting and business process services company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of Business through Technology. By combining digital strategy, customer centric design, advanced analytics and product engineering approach, Wipro helps its clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, Wipro has a dedicated workforce of over 170,000, serving clients across 6 continents. For more information, please visit wipro.com or write to us at info@wipro.com. DO BUSINESS BETTER CONSULTING SYSTEM INTEGRATION BUSINESS PROCESS SERVICES WIPRO LTD, DODDAKANNELLI, SARJAPUR ROAD, BANGALORE - 560 035, INDIA. TEL : +91 (80) 2844 0011, FAX : +91 (80) 2844 0256 Wipro LTD 2016 IND/DEESHA/AUG2016-SEP2017 No part of this booklet may be reproduced in any form by any electronic or mechanical means (including photocopying, recording and printing) without permission in writing from the publisher, except for reading and browsing via the world wide web. Users are not permitted to mount this booklet on any network server.