Enabling 2x growth for a leading retail chain through enhanced omnichannel customer experience

Situation

A major U.S.-based retail chain specializing in home improvement, agriculture, lawn and garden maintenance, and animal care set out in early 2014 to become the preferred shopping destination for its diverse customer base. The company aimed to deliver a seamless experience across all channels as part of its strategy to double growth.

Infosys Consulting began its engagement with the client’s CIO and quickly expanded its partnership to include key business and IT stakeholders, including the VP of Omnichannel, Director of IT – eCommerce, and VP of Infrastructure. Infosys Consulting led the definition of a multi-year omnichannel strategy and supported its successful implementation and execution.

Solution

• Defined and executed a phased, multi-year blueprint for omnichannel transformation.
• Implemented core capabilities including a commerce platform with integrated content management and an order management system (OMS), along with a call center application.
• Established an agile delivery organization to drive continuous delivery.
• Enabled key omnichannel functionalities such as:
  • Buy online, pick up in store
  • In-store self-service kiosks
  • Buy in store, ship to home
• Provided strategic support in defining the client's omnichannel vision and roadmap.

Benefits

• Improved customer experience across digital and physical touchpoints.
• Higher conversion rates both online and in-store.
• Increased order volumes and overall sales.
• Reduced operational costs.