INDUSTRY
Retail
Omnichannel CX and Intelligent Innovation – 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.
On this page
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. 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 and helps retailers ensure frictionless and customer-centric experiences.
TCS Optumera™, an AI-powered retail-connected strategic intelligence platform, helps drive strategic and data-driven decisions across the retail value chain.