Capgemini has worked with 26 of the world’s top 30 retailers over the last three years.  Our global team of over 500 retail specialists is supported by over 10,000 technology specialists in retail ERP, Business Intelligence, website design and build, contact centres, IVR and loyalty schemes. These mainstream capabilities are combined with leading-edge retail-specific technology skills in near-field communication, electronic shelf edge labels and mobile technologies.

Our alliance with IMRG (Interactive Media In Retail Group), the industry body for global e-retail, gives us insights into on-line shopping behaviour to inform our multi-channel health checks and web conversion offers.

Capgemini has developed a suite of services and solutions to help retailers respond to today’s changes, particularly those associated with a multi-channel environment.

• Online sales have continued to grow at 15% even during the downturn, while in-store sales have been shrinking. It’s not enough to capture a larger share of online sales: customers must experience the various channels - and businesses operating them – as a seamless whole. Capgemini’s Integrated Multi-Channel Retail solution helps you identify your most profitable customer journeys and then make those journeys as efficient and attractive as possible.
• A prerequisite of success, and of excellent customer service, in a multi-channel environment is a single view of the customer across all channels. People who shop in multiple channels are typically a retailer’s best customers. Getting the information to support them in a seamless way used to require a substantial upfront investment, but now there are tools and techniques to make a Multi-Channel Customer View affordable.
• Retailing today is characterised by a distributed model, with large numbers of people making independent decisions. Unsurprisingly, organisations often see unexplained variance in performance between product ranges or stores. Our Business Performance Management solution achieves the right balance of control and distributed decision-making by allowing performance to be measured and managed in a consistent way across the distributed estate.

When it comes to stock management, inefficiencies have always arisen from the limited collaboration between functions such as buying, merchandising, supply chain, logistics and stores. Multi-channel retailing compounds the problem, for example by introducing extended stock ranges and the spectre of separate stock pools for each channel. Integrated Planning & Execution joins up the functions from end to end, allowing stock movements to be planned strategically.

Our Retail capabilities include:

• Business Performance Management
• Integrated Digital Services
• Integrated Multi-Channel Retail
• Integrated Planning & Execution
• Multi-Channel Customer Service