Retail

Omni-channel Enablement

Omni-channel experiences empower users to personalize their requirements – giving them on-demand control to access products, services and support options. Especially in today’s trust economy, omni-channel enables customers to manage the challenges of dealing with online, offline and physical channels while enriching their experience.

Our solutions span the areas of online merchandizing, digital marketing, rich-media (3D imaging, augmented reality, virtual reality), web analytics, fraud and risk monitoring, user-generated content moderation, partner onboarding and more. We build technology- and analytics-powered service delivery platforms that enhance agility, responsiveness and scale required in the e-commerce space.

Outcomes:

• 10-15 percent increase in online sales conversion
• 25 percent improvement in customer engagement scores
• 40 percent reduction in time-to-market for new product addition, merchandizing and launch
• 40-50 percent reduction in operating costs
• Enhanced brand trust and online safety

Customer Experience

Across touchpoints, we transform every consumer interaction into a lasting relationship. Our design-led experiences integrate context, content and channel to turn customer experiences into a strong competitive advantage. We achieve this through:

• Digitally-driven customer interaction services across customer acquisition and retention, relationship management and revenue collection. These services are powered by the combination of domain-led Center of Excellence (CoE) and digitally enabled technology transformation
• Innovative customer loyalty programs driven by intelligent analytics and rich campaign management experience

Outcomes:

• 20 percent+ lift in customer service scores
• 15 percent+ lift in loyalty program revenue, enrollment growth and member retention
• 30-40 percent cost reduction through increased digital adoption for service

Intelligent Digital Transformation

Our digital transformation solutions seamlessly combine the physical and digital worlds of business for improved decision-making. The core of our digital transformation is underpinned by:

• Robotic Process Automation (RPA) and intelligent automation: WNS RPA & Intelligent Automation TRACTM is our comprehensive suite of automation solutions comprising proprietary and platform augmentation solutions, RPA and bespoke intelligent automation solutions (Artificial Intelligence (AI), Machine Learning (ML) and cognitive technologies)
• Smart supply chains: Through data-driven intelligence and sharp Key Performance Indicators (KPIs), our supply chain solutions improve sourcing and procurement, demand forecasting and replenishment, store space planning and network design
• Analytics-led customer and market insights: Our rich suite of analytics offerings spans across loyalty management, market mix modeling, brand reputation, customer segmentation and profiling, trend analysis and competition research

Outcomes:

• 40-50 percent reduction in manual effort
• 95 percent+ straight throughput
• 10-15 percent improvement in forecasting accuracy
• Establishment of business growth strategies through identification of emerging trends, focus markets and categories

Digitally Re-imagined Global Business Services (GBS)

Our next-generation GBS capability leverages our domain and functional expertise, intelligent automation and data analytics. Through transformative operating model design, we drive digitalized services; consolidate, streamline and simplify processes, and establish enhanced performance benchmarks across the enterprise in the areas of:

• Finance and Accounting
• Procurement
• Human Resources
• Governance, Risk and Compliance
• Service Desk

Outcomes:

• ~95 percent increase in spend under management
• 10-12 percent increase in procurement savings
• Improved internal and external stakeholder alignment and satisfaction
• Enhanced controls and compliance
• Optimized cash conversion cycle
• 30-40 percent reduction in operating costs