1 Lead the Retail Revolution. The retail industry is at the center of a dramatic shift in the way consumers shop and interact with their retailers. After hundreds of years of customers going to the store, the store is now, more and more, coming to the customer. Customers, using digital tools and channels, have broken down the retail wall. Today, they demand that retailers be wherever they are: at home, at work, travelling, even just waiting in line. It s a whole New Game. New channels reach to web, device, store and beyond. New tools deliver highly personal experiences (online and off) to customers, and then instantly measure and improve those experiences. New devices in customers hands expand product presentation. It s a constantly changing game as well: customers will always demand even better experiences. The Rules of Retail have changed too. These New Rules bring new opportunities for the retail industry opportunities that might themselves become game changers. More and more, innovative retailers using brilliant strategies, advanced technologies, best practices, and operational excellence grow revenue by delivering satisfying buying experiences wherever their customers are and whenever they want to buy. Tata Consultancy Services has partnered with leading retailers worldwide on this journey. Our innovative business solutions, and comprehensive portfolio of offerings, help retailers use these rules to guide them.
2 We help retailers leverage robust IT to fully engage the customer, develop the agility to expand their business across channels, launch new store formats, reach out to new geographies, and unlock value with business process optimization. Facing The Digital Customer The online retail outlook for 2012 is encouraging fueled by the results of the 2011 holiday season. Despite economic uncertainty, 2011 holiday sales online exceeded $30 billion: up 15% from the year before. In this can clearly be seen the impact of today s new generation of digital shoppers, many of whom have never known life without online shopping. For TCS, this is also a clear sign of the shift in retailing s pressure point from back-end operations to customer-facing excellence. To adapt to that shift, retailers must establish a strong digital presence as their first step: but only the first. It also involves a new, far more intimate understanding of the customer. That knowledge impacts the entire operation, from altering the supply chain for order fulfillment, to using technology to strengthen in-store engagement with customers. Perhaps most challenging, this transformation must take place while the retailer continues to optimize business processes to continually drive greater profitability. The New Rules of Retail Based on our experience working with leading retailers worldwide, TCS has pinpointed these five New Rules of Retail that will guide retail success in 2012 and beyond. 01 Win in the digital world. Look to online, mobile devices, tablets, social and more to meet the demands of the new digital world. Use digital strategies to optimize the entire retail value chain, from supplier to customer. 02 Personalize and empower the store. Eliminate the competitive disadvantage with online retailers that comes from impersonal stores. Carefully executed, technology allows on-the-floor sales associates to engage and inform customers, individualize offers, instantly locate stock and delivery information, accurately guide them to the next offer, and more.
3 03 Embrace and reward the customer. Move beyond long term loyalty and traditional cross sell and upsell. Retailers need to create unique profiles for each customer, and use them to deliver targeted, relevant and immediate offers, across whichever channel the customer prefers. 05 Optimize, Optimize, Optimize. Use strategy and technology to streamline every element of the retail operation: price, promotion, markdowns, assortments and more. 04 Business agility. Growth means exploring new formats, new geographies, new channels, new customer segments and more. Ensure your business processes and IT have the integrated agility to support that growth. TCS offers a comprehensive suite of services and solutions to retailers, designed specifically to deliver the kind of end-to-end engagement that brings multi-channel, shopper-centric success. We deliver an unrivalled certainty of results with our collaborative approach, industry leading delivery framework, and proven track record around the world.
4 Retail Advisory Services The global TCS team of senior industry experts and 600 business analysts work closely with our customers businesses, proactively identify their challenges, and engage with them to provide business solutions. We help retailers align business strategy with business processes, and then select and implement the right technology for the requirements of today s digital consumers. Package Implementation Services and System Integration IT modernization is vital for retailers who want to sell internationally, expand into newer formats, and transform themselves into shopper-centric enterprises. For many, that means installing or upgrading software packages. TCS offers packaged implementation services for SAP, Oracle, JDA, IBM Web Commerce, Red Prairie, and others. We partner with retailers to implement these solutions for merchandising, stores, e-commerce, customer management and supply chain optimization. Whether we re helping retailers improve cash flow, implement shopper-centric merchandising and supply chain practices, or enable the digital enterprise, TCS is always fully engaged with our customers. We offer consulting services founded on deep technology expertise and rich retail industry experience. Our analytics-led advisory services leverage our proprietary tools and leading business process repository to make the retailer s business more shopper-centric, including optimizing inventory, setting price and promotion, planning the assortment, and much more. Technology Services TCS has deep experience delivering business and technology transformation. As a strategic partner, TCS has helped some of the world s leading retailers achieve business growth through complex technology transformation and agile, simple and efficient operating models. Application Development and Maintenance (ADM) Services The need for lean IT focuses retailers on technology consolidation and on establishing an optimized operating model for application development and maintenance. TCS delivers both across all segments of retail. We also offer managed services consolidating and off-shoring support services to drive high productivity and stability for leading retailers. This operating model enables retailers to maintain business as usual during peak events like holiday seasons and store openings. TCS ADM services include: Defining application architecture and developing business solutions Enabling the complete MDM adoption cycle Establishing a business intelligence competency center Setting up an independent assurance center
5 Business Process Services TCS has been providing Business Process Outsourcing (BPO) services for more than 18 years. We offer both horizontal BPO services, like Collections and HR, and industryspecific BPO services including Retail. We ve enhanced that offering specifically to help retailers optimize the business processes that ensure their success. We call these Value BPO services. They reach across these specific areas: Core Retail Functions. TCS will develop bestpractice efficiency in areas like master data management, price and promotion execution, order and replenishment administration, and vendor management. Digital Operations. Let us help build the digital infrastructure that delivers shopper-centric competitive advantage. Our services include content management, pricing, item management, factory shipment, search engine optimization and image editing. Customer Management and Marketing. TCS will implement targeted services for marketing and customer management efforts, including loyalty card management, post-sale customer service, coupon coding, and more. Analytics. Continuous improvement means continual analysis TCS can help here too. We ll establish a series of reporting and predictive analytics across the value chain. These reports provide ongoing statistical insight into merchandising, supply chain, social, multi-channel, customer, store operations and vendor management. Products and Solutions TCS offers a suite of products and solutions to help retailers win the New Game of Retail. Some key TCS solutions are: Rewards Management. Our comprehensive solution manages all types of rewards, delivering targeted and personalized rewards programs across all channels. Optumera TM Merchandise Optimization Solution. Our next-generation merchandising optimization solution helps retailers create shoppercentric, optimized assortments, enabling a boost in category sales and maximized gross margins. Store Power. Our in-store mobile solution, powered by the HY5 TM mobile application platform, increases store efficiency and empowers associates to engage with their customer. M-POS. Our highly flexible Mobile Point of Sale system ensures efficient customer service and allows for rapid implementation. TCS e-commerce Platform. Our e-commerce Platform supports end-to-end, shopper-centric retail e-commerce. TCS NOLYNE TM. Our platform-independent, crosschannel store suite consists of POS and Store Inventory Management. It s built on an open and flexible architecture, and improves store agility and flexibility. TCS Retail Industry Solutions Unit Fast Facts 21,000+ Associates 1,000+ Retail Domain Consultants 80+ Active Clients Globally Global Delivery India, Brazil, China, Uruguay, Hungary
6 Your Partner In The Retail Industry TCS is focused on the specific imperatives and requirements that the retail industry faces as it moves toward multi-channel, shopper-centric business and sales models. We deliver end to-end mission critical transformational programs for leading retailers: this is the foundation of our strategic partnerships. We help retailers transition to an agile, streamlined and efficient managed services operating model, which drives productivity and stability. We leverage the vast services resources of TCS, along with our Global Network Delivery Model TM (GNDM TM ) to deliver efficiency and effectiveness for global retailers. We build solutions that are aligned to industry demands. Leading retailers the world over turn to TCS for customer engagement, mobility, big data and store optimization. We tap our vast innovation network and leverage solutions based on leading technologies (like cloud, big data, and mobility, to name a few). TCS has strong experience and deep expertise and the references to support them across the service lines and solution areas critical to Retail. They include application development and maintenance, infrastructure services, package implementation (SAP, Oracle, JDA, IBM WCS and Red Prairie), BPO (including digital BPO), assurance services, and analytics. TCS has developed strong relationships with global retailers worldwide by providing the fullest set of services: information technology, infrastructure services and business process outsourcing. With the Retail expertise that comes from more than 20 years of experience delivering these services to retailers, TCS continues to add value to retailers across the globe. TCS has delivered mission critical programs for leading retailers worldwide: including the top eight US retailers, and five of the top ten UK retailers. We help retailers achieve productivity and stability by transitioning them to an agile, simplified and efficient managed services operating model. A comprehensive portfolio of TCS solutions and accelerators helps retailers build capabilities in emerging areas and achieve faster time-to-market. Our focus is on mobility, personalization, customer engagement, multi-channel, pointof-sale, digital marketing and shopper-centric merchandising.
7 Turn to TCS With TCS, retailers get predictable and reliable results on time and on budget. Our uncompromising devotion to rigorous, world-class processes and standards ensures that the solutions we develop minimize the time-to-value of the investment. Retailers experience more than that with TCS: they get the partnership and the leadership of a world-class consulting organization. And they experience something else as well: they experience what so many global enterprises already have the power of certainty with TCS.
8 About TCS Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery Model TM, recognized as the benchmark of excellence in software development. A part of the Tata Group, India s largest industrial conglomerate, TCS has a global footprint and is listed on the National Stock Exchange and Bombay Stock Exchange in India. TCS Retail Industry Solutions Unit TCS is a strategic partner to eight of the top 10 US and five of the top 10 UK Retailers, and helps retailers build deeper and stronger customer relationships, reduce cost and increase efficiency through its integrated IT, BPO and Infrastructure services and Retail Industry Solutions. To learn more, visit or us at For more information, visit us at Stay Tuned. Scan the QR code for the latest thought leadership, solution information and social commentary on the New Rules of Retail. Lead the Retail Revolution. Contact us today and learn how we can help you win at the New Game of Retail. All content/information present here is the exclusive property of Tata Consultancy Services Limited (TCS). The content/information contained here is correct at the time of publishing. No material from here may be copied, modified, reproduced, republished, uploaded, transmitted, posted or distributed in any form without prior written permission from TCS. Unauthorized use of the content/information appearing here may violate copyright, trademark and other applicable laws, and could result in criminal or civil penalties. Copyright 2012 Tata Consultancy Services Limited