Ongoing transformation
Transformation doesn’t end. It’s a complex and continuing journey, with changing customer tastes, global events and technology advances continually creating new challenges and opportunities at every step of the way.
Indeed, the retail sector itself is becoming increasingly fragmented and blurred, as retailers exploit technology advances to spread their activities into other traditional industry sectors, and vice versa. In this environment, the introduction of emerging technologies, such as augmented reality, automation, analytics and intelligent AI, will continue to redefine the art of the possible.
All interactions should be seamless, intuitive and easy, whether they are on-line or in a physical store
Driving omni-channel efficiency
The drive to omni-channel operations, with closer coordination between online and physical operations, introduces the risk of inefficiencies, inefficiencies that can cost several margin points if not properly managed. These margin improvements can be the difference between success and failure, in particular in the current difficult economic environment. New cross-channel models include the introduction of Buy Online Purchase In-Store (BOPIS) and Buy Online Return In-Store (BORIS) models, as well as straightforward Click and Collect (same day pick-up). Fujitsu is already helping major retailers to optimize these new models, driving typical margin improvements of between 4 and 7%.
The ability to operate a consistently high level of customer service across multiple channels is key to success. In such a fiercely competitive environment, customers are unlikely to forgive a wasted trip to collect a product that isn’t there, or a site that keeps crashing on checkout. As far as customers are concerned, all interactions should be seamless, intuitive and easy, whether they are on-line or in a physical store. Modern digital solutions open up new possibilities to achieve high levels of service excellence and consistency across multiple customer touchpoints.
Fujitsu can help retailers create more dynamic operations, with the ability to adapt and scale at speed to changing requirements
Agility and scalability
COVID-19 has highlighted that in times of uncertainty and unexpected change, the ability of retailers to flex and adapt at pace and at scale is key to their survival and success. Indeed, many retailers are having to rethink their fundamental business processes and underlying IT architectures in order to adapt and thrive. As a leader in the provision of flexible multi-cloud solutions, Fujitsu can help retailers create more dynamic operations, with the ability to adapt and scale at speed to changing requirements.
The scalability of supporting digital technology solutions is also a key consideration, as it may be critical to exploiting expansion opportunities in new markets. Fujitsu is able to draw upon a global delivery and support capability, underpinned by a network of global service centers and partnerships with the world’s leading solutions providers. This powerful combination provides our 500+ major retail customers around the world with the confidence that we can help them scale their operations in the future as required, whatever that may entail.
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