The value which you have provided to us is beyond doubt above and beyond the call of duty. The AR receivables management provided by HCL has been world class. Not only has the validation and collection process been effective, your agents’ professionalism to our customers is second to none, even when they have been unpleasant. The analysis provided confirms this. Needless to say, we consider the operational status of the HCL team an integral part of our daily modus operandi. Without HCL, the debtor management and DSO would be substantially out of control.
Retail & Consumer Packaged Goods (CPG) BPO
The retail and consumer packaged goods industry, one of the largest worldwide, is thriving with growing economies and the resultant increase in purchase power, rapid strides in e-commerce and a larger supplier base.
A confluence of market forces have created an extremely difficult climate for retailers and consumer packaged goods (CPG) manufacturers to grapple with, such as:
- Deflationary operating environments
- Heightened regulatory pressures
- Greater market complexity
- Shorter product life cycles
- Narrow profit margins
- Slower population growth
- More astute but less loyal consumers
- Increased alternative sales channels
- Brand erosion due to stock outs
- A global consumer market place
- Growing competitive pressures
Companies are thus tuning into retail outsourcing to edge out on operational efficiencies.
HCL offers “One Stop Retail Outsourcing Solution” - integrated business process outsourcing, information technology and infrastructure management solutions to facilitate operations for retailers and consumer packaged goods manufacturers across the globe.
Retail Service Offerings
Retailers are on a constant strive to review their operations, provide better retail customer support and implement change strategies to improve sales and profitability to remain competitive in the market place.
HCL BPO combines a deep domain understanding and offers retail customer support spanning various components and services.
|Distribution & Planning||Category Management||Communication & Advertising Support||Check Authorization & Processing||Multi-Channel Order Management||Category Profitability Analysis|
|Transportation Planning & Management||Promotional Planning Support||Online Catalog Creation & Data Management||Credit Card Authorization & Processing||Sales Support||Customer Spend Analysis|
|Fleet Management||Assortment Planning & Management||Loyalty Program Administration||Labor Scheduling||Collections||Customer Profiling & Segmentation|
|Material / Fleet Tracking||Master Data Management (SKU Set-Up)||Online Store / E-commerce Support (e-tailing)||Store Communication||
|Warehouse Management||Planograming & Space Management||POS Management||
|Inventory Management||Consumer Demand Management (Merchandise Forecasting)||Stock Audit (Inventory Counting)|
|Coupon Voucher Management|
|Vendor Management||Store Registry||Store Delivery Support (DSD)|
CPG Service Offering
Trends like softening sales, shortening product life cycle, rising raw materials cost, sluggish pricing power, increasing share of private label products are placing enormous profit pressures on Consumer Packaged Goods manufacturers. Retail outsourcing helps CPG companies combat the seismic shift in market dynamics.
SCM for Retail & CPG
Organised retailing is witnessing a fast-paced revamp. On the global Retail stage, over the last decade, little has remained the same. The global economy has changed, consumer demand has shifted & retailers' operating systems today are infused with far more technology than was the case six years ago.
However, this burgeoning industry is facing its own nemesis in the face of current economic melt down. In the battle for tightly held consumer dollars, sheer size is no longer enough; organisations have a pressing need to be innovative and reengineer the existing business process.
HCL works with general merchandisers, specialty retailers, discounters, food processors, beverages manufacturers, personal and household goods manufacturers. We work closely with customers to understand their strengths, challenges and strategic initiatives better. For customers, this translates into high quality, consistent, seamless and cost-effective outsourced services that give them a competitive edge over their competitors.
Our specific retail focused service offerings include:
|Sourcing||Logistics Support||Inventory Planning & Management||Order Management System||Warehouse Management||SCM Visibility & Tracking|
|Vendor Management||Transportation Planning & Management||Inventory Forecasting/Analytics||Order Fulfilment||Goods Receipt||Fulfilment Visibility and Tracking|
|Requirement Processing||Distribution Management||Replenishment Panning||Order Routing & Optimisation||Warehousing & Storage||Promotional Planning|
|Source Strategy||Freight Costing||Master Data Management||Order Substitution||Merchandise Distribution||Procurement Visibility & Tracking|
|Supply Order Collaboration||Freight Audit||Product Tiering/Mapping||Sales Order Processing||Outbound Processing||Transportation/Fleet Visibility & Tracking|
|Spend Analytics||Fleet Management||Product Coding (UNSPSC, EAN)||Pricing & Billing||Returns|
|E-Sourcing||Reverse Logistics||SKU Data Management||Returns Management||Virtual Warehousing|
|Direct/Indirect Procurement||Spend Analytics||Cross Docking|