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Omni Channel Retailing – How HCL increased Multi-Channel sales for a Leading Retailer

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Are you looking at transforming into an omni-channel retailer? HCL partners with a leading retailer to deliver a best-in-class shopping experience for their consumers across all channels and reduce their overall fulfillment costs. Let’s see how…

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Omni Channel Retailing – How HCL increased Multi-Channel sales for a Leading Retailer

  1. 1. Copyright © 2014 HCL Technologies Limited | www.hcltech.com Increasing Multi-channel sales for a leading retailer TRANSFORMING THE CUSTOMER TO AN OMNI-CHANNEL RETAILER
  2. 2. 2 Copyright © 2014 HCL Technologies Limited | www.hcltech.com Key Customer Pain Points… Need for reduction in overall fulfilment costs while delivering a seamless Omni-channel experience to customers Unstable fulfillment platform with a limited capacity for exponential sales growth Rising costs in managing and fulfilling online orders Limited capabilities to meet the rising consumer expectations to drive sales
  3. 3. 3 Copyright © 2014 HCL Technologies Limited | www.hcltech.com Business Benefits Sales increase has been proven in stores where the next day delivery promise and endless aisle was implemented through order management A robust 24/7 technology platform that allowed online sales to grow 80% on a year on year basis A fast track iterative development methodology was set-up which succeeded in delivering ahead of the original target benefits Cost to deliver an online order fell by 50% enabling operational profitability Enter HCL… Features of the HCL Solution Next Day Delivery & Next Day Collect from Store Enabled Collect from Store (CFS) capability & Streamlined Refund and Return process Enabled Wedding Gift List registry capability & Endless Aisle capability Pay Pal Integration & Integration with Amazon Trading Hub HCL proposed a unique framework and a roadmap to improve the online customer experience to drive satisfaction and sales. HCL delivered integrated capabilities such as:
  4. 4. 4 Copyright © 2014 HCL Technologies Limited | www.hcltech.com In this Case Study you will find.. The customer partnered with HCL with a vision to deliver a best-in-class shopping experience for their consumers across all channels and reduce their overall fulfillment costs. HCL has undertaken several key initiatives to enhance the customer’s multi-channel capabilities and has provided them a platform to transform themselves to become an omni-channel retailer. HCL partnered with this customer on the Future Fulfillment program designed to reduce their overall costs with a focus on re-engineering critical store processes and implementation of the IT systems. How HCL continues to help the customer evolve its online offerings to further differentiate its consumer experience and improve conversion ? How HCL improved all customer satisfaction KPI's above expectations ? CLICK TO FIND DETAILS ON HCL SOLUTION

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