TCS Retail Command Center

Retail and CPG companies lose out on a lot of cross functional information and suffer from delays in timely actions due to lack of real-time alerts. With tremendous growth in retail industry and increasing complexity of different functions, a lot of time information needs to be transferred to relevant teams on a regular basis. Manual interventions, information on multiple platforms and offline processes cause delays and lack of transparency within the organization. This creates a need to have a platform where the retailer can get a real-time view of all the information needed by a team in one place.

The challenge includes:

• Lack of single view: Multiple alerts from various site monitoring tools and KPI dashboards for sales, order, and logistics.
• Poor User Experience: Slow resolution time impacts customer experience
• Missing Classification of Business Issues: Right classification and assignment of issues relating to business and IT
• Email Dependency: Email tracking is burdensome, inefficient and has limited tracking mechanism
• No workflow tracking: Low Visibility on Tasks with Multiple handshakes.

Retail Command Center is a TCS Crystallus™ Composable Business solution created on Appian's Low Code Platform. Embracing the new-age Composable Business philosophy. The solution is built with TCS' domain expertise, contextual knowledge, and industry next-practices leveraging intelligent technologies like Appian as an Enabler.

TCS provides a holistic solution that acts as a one stop solution for all the valuable information. The solution helps retailers with better observability, tracking-tracing incidents, gather insights, identify actionable incidents in real-time & fixing.

The solution includes

• Interactive Dashboards: Provides interactive dashboard for the alerts and tickets with SLA performance as well as KPI dashboard for sales, order, and logistics.
• Real-time custom alerts: Collates, classifies, and resolves alerts from various tools based on site performance to streamline resolution via business / IT departments.
• Integrations with multiple applications: Gather data from multiple tools and integration for taking actions on service desk applications.
• AI Chatbot Service Requests: Enables chatbot operations to automate frequently asked questions, reports while raising tickets in 24x7 period
• Customer Engagement, attending to customer responses on multiple channels/platforms like instore, online, kiosk, mobile etc. responding to enable better customer experience by having contextual engagement
• For the dashboard aggregation the data is accessed from the existing data repositories from multiple systems in the current landscape and converted to provide insights for user decision making

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