New Rules. New Game. Lead the Retail Revolution.

Transcription

1 New Rules. New Game. Lead the Retail Revolution.

2 Digital Changes Retail 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.

3 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 2012 holiday season sales results demonstrated strong growth in online sales and in customer interest in alternative retail formats. Today's customers are highly tech-savvy, armed with internet-friendly devices and eager for engagement on all fronts social, local, and mobile. To meet this change in buying habits, retailers must invest in a multi-channel strategy that embraces smart use of technology to understand and engage with customers. For TCS, this is also a clear sign of the shift in retailing s pressure point from back-end operations to customerfacing 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 instore engagement with customers. Perhaps most challenging, this transformation must take place while the retailer continues to optimize business processes to continually drive greater profitability.

4 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. Rule No. 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. Rule No. 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. Rule No. 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. Rule No. 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. Rule No. 05 Optimize, Optimize, Optimize. Use strategy and technology to streamline every element of the retail operation: price, promotion, markdowns, assortments and more.

5 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. Retail Advisory Services The global TCS team of 26,000 plus associates senior industry experts and 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. 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 shoppercentric, including optimizing inventory, setting price and promotion, planning the assortment, and much more.

6 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. 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. 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 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.

7 Business Process Services TCS has been providing Business Process Outsourcing (BPO) services for more than 19 years. We offer both horizontal BPO services, like Collections and HR, and industry-specific 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 best practice 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.

8 Products and Solutions of Retail. Some key TCS solutions are: TCS Rewardz TM. Our comprehensive solution manages all types of rewards, delivering targeted and personalized rewards programs to customers across all channels. TM Optumera Merchandise Optimization Solution. Our next-generation merchandising optimization solution helps retailers create shopper-centric, optimized assortments, enabling a boost in category sales and maximized gross margins. Store Power. Our in-store mobile solution, powered TM by the HY5 mobile application platform, increases M-POS for rapid implementation. TCS e-commerce Platform. Our e-commerce Platform supports end-to-end, shopper-centric retail e-commerce. TM TCS NOLYNE. Our platform-independent, crosschannel store suite consists of POS and Store Inventory Management. It s built on an open and with their customer. TCS Retail Industry Solutions Unit Fast Facts 26,000+ Associates 1,000+ Retail Domain Consultants 85+ Active Clients Globally Global Network Delivery Model U.S., Brazil, Mexico, Uruguay, U.K., Australia, India, China, Hungary

9 Your Partner In The Retail Industry 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 which drives productivity and stability. We leverage the vast services resources of TCS, along TM TM with our Global Network Delivery Model (GNDM ) 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 U.S. retailers,.k. retailers. We help retailers achieve productivity and stability by managed services operating model.

10 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, multichannel, point-of-sale, digital marketing and shopper-centric merchandising. 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.

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12 TCS Retail Industry Solutions Unit TCS is a strategic partner to eight of the top 10 U.S. and five of the top 10 U.K. 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. New Rules. New Game. Contact To learn more, visit or us at retail.solutions@tcs.com About Tata Consultancy Services Ltd (TCS) Tata Consultancy Services is an IT services, consulting and business solutions organization that services. This is delivered through its unique Global Network Delivery Model, recognized as the benchmark of excellence in software development. A part of the Tata group, India s largest industrial conglomerate, TCS has over 254,000 of the world s best-trained consultants in 44 countries. The company generated consolidated revenues of U.S. $10.17 billion for year ended March 31, 2012 and is listed on the National Stock Exchange and Bombay Stock Exchange in India. For more information, visit us at IT Services Business Solutions Outsourcing 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 2013 Tata Consultancy Services Limited TCS Design Services I P I 03 I 12