Co-creating Relationship in Every Customer Interaction

In today’s digital economy, Customer Experience (CX) has undoubtedly turned out to be the biggest driver of retail success. As enterprises operate in a highly competitive and dynamic environment, they must put themselves in a position to constantly gauge what really matters to their customers. But to acquire that ability, companies need to adopt customer experience as the underpinning for their business and digital transformation strategies.

At WNS, we enable retail businesses to re-imagine integration of people, data and processes to create competitive advantage in a digital-first world. Working collaboratively with our retail clients, we co-create powerful CX-oriented business and technology strategies.

We bring the right fundamentals to blend channels, eliminate friction, and provide the ‘wow’ factor in retail; while driving operational efficiencies and control. We help enterprises:

  • Augment omni-channel adoption and enhance customer loyalty, delivering a 15-20 percent lift in customer share of wallet
  • Streamline operations and reduce costs by 30-40 percent, while simultaneously creating additional business value
  • Drive down procurement spend by 10-12 percent across categories
  • Generate incremental free cash flow through Days Payable Outstanding (DPO) optimization by 2-4 days

Case:
WNS’ proprietary analytics platform enabled real-time decision-making to power targeted marketing campaigns
Related To: Analytics
Case:
WNS’ analytics framework enabled accurate customer segmentation leading to improved outreach efforts
Case:
WNS’ automation-led content management solution improved productivity by 40% and created exceptional CX

WNS Solutions

Our solutions – underpinned by domain, technology and analytics – drive powerful outcomes across the retail value chain. These outcomes are aligned to the business imperatives that companies have in a digitized economy.

 
Omni channel Enablement

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

"WNS has a unique blend of F&A expertise and solid retail experience that clearly differentiates it from other BPO providers. They consolidated the entire F&A function for us and built a center of excellence model to better manage our business more effectively and efficiently."

Louis J. Profumo, CFO & EVP,
Church's Chicken

  • NelsonHall’s A ‘Leader’ in Business Process Transformation, Digital Customer Experience 2018

  • Everest Group ‘Star Performer’ in Finance & Accounting Outsourcing – 2019

  • HfS ‘Execution Powerhouse’ for Retail Customer Engagement 2018

The WNS Advantage

 
Domain Expertise

Domain Expertise

Over two decades of experience in servicing leading global retail brands by harnessing the synergies of domain, process, technology and analytics.

Global Delivery Network

Global Delivery Network

WNS operates from 60 delivery centers spread across 12 countries, providing clients with the right blend of offshore, nearshore and onshore delivery to optimize service and price mix.

Guided by Co-creation

Guided by Co-creation

WNS works side by side with clients to co-create strategic operational solutions that help them outperform and stand out in a crowded marketplace.

Comprehensive Repository of Next-gen Solutions

Comprehensive Repository of Next-gen Solutions

We leverage technology-led transformation to deliver market-leading outcomes. Our analytics solutions help our clients create the right digital reach, awareness, engagement, association and loyalty

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