Retail and CPG
The Situation Today
Disruptions in digital technology have changed the game so much for Retail and Consumer Packaged Goods (CPG) companies that growing and differentiating their business through IT-enabled innovation have become the top priority. There are enormous changes happening on the customer, supply chain, and data fronts, and by adopting the right approach in these areas, they can differentiate themselves.
Customer engagement: The Web as a sales channel is becoming quite a challenge especially when it comes to monitoring changes in consumer buying behavior and improving customer centricity, which can be enabled by creating a single view of the customer. The rampant popularity of social media platforms and multiple customer touch points is driving companies to look at an integrated approach to customer engagement.
Supply chain management: An expanding global footprint necessitates effective inventory management and a need for better customer engagement throughout the product lifecycle - from planning, testing, and marketing to after-sales service.
Data: As the volume of data from point of sale, in-store engagement, mobile platforms, and social media channels keeps increasing, organizations must begin to realize value from such data by using technology in ways that benefit more than just increasing operational efficiency.
Digital technology can help these companies create an unparalleled and personalized customer experience, which will give them an unmatched competitive advantage. Most CPG companies are now leveraging sophisticated tools to engage with their consumers on social channels and provide clever customer-facing web and mobile-based apps.
Big Data and Predictive Analytics can help companies identify the right customer segments and deliver highly effective supply chain management solutions. Disruptive forces like Internet of Things (IoT), using the Internet and Cloud, are being implemented to build an infrastructure that enables people-to-people (P2P), machine-to-people (M2P), and machine-to-machine (M2M) communication, and to deploy advanced analytics tools to derive meaningful insights from this integrated ecosystem.
What We Offer
HCL’s Digital Systems Integration (DSI™) solution provides a holistic approach to digitalization which the current industry standard - SMAC (Social computing, Mobile technologies, Analytics and Cloud computing) has not been able to address due to legacy system challenges and its bolt-on approach. IT teams now have to rise up as strategic enablers and differentiators and this will involve transforming the IT organization to bring in new skills, new operating models, and new ways of engaging with the business.
Given that retailers and CPG companies face huge challenges in application modernization, the journey ahead will involve a holistic, integrated approach to technology transformation and digitalization. HCL’s DSI solution helps companies effectively transform themselves from being traditional, legacy driven organizations in to digitalized organizations, and so compete against “born digital” competitors through a strategy called reborn digital™, which analyzes and connects the organization’s legacy systems, assesses its readiness for the digital age, and addresses the challenges through solutions that create a complete digital enterprise ready to delight customers with unique customer experiences and multi-channel customer engagement.
What We’ve Done For Others
HCL’s propriety UniScreen Mobile Application Platform helps a large European consumer electronics retailer increase the productivity of its field force
The customer wanted to increase the productivity of its field force, drive innovation in its customer related services, and enhance its operational performance by streamlining its processes.
HCL developed a system which provided secure, seamless real time remote access to critical business systems by using GPS to track vehicles, assets and employee locations. This solution also helped to manage inventory with barcode reading along with assigning, recording and tracking tasks (digital authorization / sign off from customers). The system was deployed on the Extended Order and Route Management backend system and was also made available on Windows mobile.
HCL’s solution helped enhance the quality of the client’s services to its customers, and provided real time management of operations in route execution. The system was integrated seamlessly with the organization’s back-end systems and its first mover advantage in mobile technology lead to an increase in business by 15%.