Visionworks builds new digital DNA to improve customer experience
7
MINS READ
INDUSTRY
- Retail
Omnichannel Experience & Intelligent – The Future of Retail
Highlights
- Visionworks needed robust point-of-sale and electronic medical record systems to offer great customer experience to retail associates, doctors, and retail customers.
- The enterprise wanted to modernize store systems to improve the experience, but retail and operational initiatives affected by COVID-19 made the project challenging.
- TCS devised a cloud strategy for Visionworks to enable an integrated environment by connecting various systems, helping the retailer to scale up operations.
In this article
Overview: Enhancing customer experience
Visionworks wanted its point-of-sale and electronic medical record systems to be robust to make the most of its business model and operations that are customer-centric.
Both point-of-sale and medical record systems had a bearing on customer experience. Visionworks wanted advanced solutions to enhance it.
The challenge: Modernizing legacy systems
The legacy point-of-sale and electronic medical record systems posed a challenge to the ability of Visionworks’ retail associates and doctors to offer engaging customer experience.
As a result, the client was looking to modernize their store systems and deliver an improved experience for associates, doctors, patients, and retail customers. Various retail and operational initiatives affected by the COVID-19 pandemic made the modernization process challenging.
The solution: Connected systems
TCS partnered with Visionworks to devise a cloud strategy for an integrated environment that would allow various Visionworks systems to be connected and synchronous.
The TCS team also designed a scalable and robust solution to strengthen the cloud platform and ensured business continuity through a secure Visionworks remote environment by implementing TCS’ Secure Borderless Workspaces™ (SBWS™) model. TCS also formalized multiple standard operating procedures to enhance efficiency, and ensure quality output and performance uniformity while maintaining compliance. TCS created a ‘one-team’ experience so that all teams can together provide flawless vision. Additionally, TCS acted as the lead in executing the annual disaster recovery exercise.
The benefits: Robust IT operations
Visionworks partners with TCS to develop their cloud strategy and reduce the on-premises footprint.
This helps the US-based eye-care retailer to scale operations and define future technology road map. TCS also standardized Visionworks’ IT services and operations to deliver a flawless customer experience across the enterprise and new channels.
We appreciate the agility and support of TCS as we worked to transition our workforce from on-premise to remote, and to safely reopen our stores amid the looming crisis of COVID 19
What Made it happen
TCS’ omnichannel retail commerce platform revolutionizes the way customers shop & helps retailers ensure frictionless & customer-centric experiences. Know more.
Read how TCS’ AI-powered retail solution enables enterprise personalization and helps deliver delightful experiences for better customer lifetime value and loyalty.
With TCS Optumera™ Self-learning Supply Chain, retailers can adapt their supply chains to changing conditions in a sustainable and resilient way. Learn more.
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