Retail & Consumer Services
The pandemic has contributed to the massive adoption of new uses that will be retained by consumers: click & collect, contactless payment, express delivery, personal shopper, social selling, etc.
All brands are accelerating their digital transformation to provide a smooth, multi‑channel client experience. This digitalisation now extends to internal and back‑office processes.
The use of data is becoming essential for forecasting client demand, proposing personalised offers, making automated product selections, improving logistics flows and optimising prices.
Market Trends
The objective is to consolidate the various points of contact with the customer (e-commerce, store…) in order to optimize the relationship and offer a smooth and consistent shopping experience. Omnicanal breaks down the company’s silos by relying on a single digital platform that centralizes in real time data from marketing, logistics management, commerce (web, mobile and physical), customer relations and payment transactions.
81% of retail brands plan to converge to a unified commerce platform by 2020 (Boston Retail Partners study).
Challenges:
- Anticipate the client’s request (for example, availability of products in-store)
- Speed up physical stores’ “phygital” transformation
- Manage the explosion in the volume of digital data to be processed
Brands and distributors rely on data and IoTs to recreate a direct relationship with the customer by becoming a preferred service provider: voice assistance, product/offer recommendation, item personalisation, etc.
According to the BCG, the companies that best implement customer customisation programs could generate $800 billion in additional revenue in the next 5 years.
Challenges:
- Reduce the cost and time-to-market of personalised products
- Identify the potential customer ahead of his or her purchase journey
- Know their client’s purchasing habits and behaviour
New consumer behaviour (for example, Click & Collect, Endless Aisles, faster range renewal, etc.) requires distributors to review their organisation and logistics chains to respect their promise to customers and stay competitive.
By 2019, 65% of retail brands will offer delivery in under 24 hours compared to 16% in 2016 (BRP). Today, if a product is not available in-store, 54% of consumers prefer to buy it immediately from an online competitor.
Challenges:
- Track the customer’s order in the supply chain in real time
- Integrate suppliers into this collaborative and agile approach
- Implement predictive analysis to anticipate stocks
ALTEN Value Proposition
Functional sectors
covered by ALTEN
Electronic banking and cashing
Multi-channel E-commerce
Point of sale
Sales & Marketing
Customer Relationships
Our Success Stories
Drivers are increasingly likely to buy their vehicle online. To accompany this revolution, a European car manufacturer asked ALTEN to develop its e-commerce platform to sell vehicles and connected services.
LINCOLN (an ALTEN Group solution) has set up a Big Data delivery centre for one of the world’s largest communication groups. It measures and predicts the impact of each advertising campaign on the distributor’s sales from the department to the product level.
Analysing the user journey of more than 230,000 travel agents on their sales tool (a Front Office platform accessible via the cloud) has allowed ALTEN to implement an artificial intelligence solution to improve their business performance and user experience.
Connected speakers and smart voice assistants have become a must-have interface for IoT devices at home, opening up new perspectives in the voice business. ALTEN is helping to develop a virtual personal voice assistant at the core of an innovative project co-developed by two European telecommunications operators.
Producing more than 900 million product units every year, one of the largest sporting goods manufacturers in the world charges ALTEN to develop a test automation framework for its Group Marketing applications: Digital Asset Management, B2C product design & production planning, and B2B Customer relationship management.
OUR CLIENTS
Retail
Lowe’s Companies, ADEO Groupe, Decathlon SA, Kohls, eBay, Sisal Group…
Travel & Restauration
McDonald’s, Air France Groupe, AccorHotels Groupe, Amadeus Groupe…
Are you interested in the Retail & Consumer Services sector?
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