European retailer transforms CX with TCS OmniStore™ commerce
See how Evelyn got the kitchen of her dreams
Industry
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Retail
Omnichannel Experience & Intelligent – The Future of Retail
Solution
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TCS OmniStore™
TCS OmniStore™: A Unified Commerce Platform for Frictionless CX
Highlights
- Kingfisher Plc, a European home improvement company, wanted to create a seamless omnichannel customer experience across geographies and its multiple banners like B&Q, Castorama, Brico Dépôt, Screwfix, TradePoint and Koçtaş in Europe.
- TCS OmniStore™, AI-powered unified commerce platform, steered the transformation using business acumen and technological expertise.
- The Kingfisher group now experiences improved associate productivity, revenue, faster checkouts, and broader sales opportunities owing to the advanced data insights.
On this page
Evelyn needs a new kitchen
Exploring seamless customer journeys
From dreams to seamless reality
'A better world starts with better homes'. This vision of the European Home Improvement Group Kingfisher was fuelled to action by its strategic partner, TCS OmniStore™, an AI-powered unified commerce platform. Today, customers want to move quickly between the physical and digital worlds for a seamless omnichannel shopping experience. Evelyn needs a new kitchen, but buying one with a busy work and home life needs to be quick and easy. This story captures the essence of how the Kingfisher group, powered by TCS OmniStore™, brought the vision of customers like Evelyn to life.
Envisioning unified commerce
Cohesive, collaborative, connected
In today’s interconnected world, retail customers expect seamless, cohesive, and personalised experiences across all platforms—online, mobile apps, and physical stores. Embracing this trend, Kingfisher Plc, the European international home improvement company, selected the AI-powered TCS OmniStore™ platform to transform its unified commerce journey.
With over 1,900 stores and 82,000 colleagues, Kingfisher operates in eight European countries. Its retail banners include B&Q, Castorama, Brico Dépôt, Screwfix, TradePoint and Koçtaş, as well as e-commerce channels.
The company wanted to enhance its checkout capabilities to align with the new payment service providers and future-proof its entire system capabilities. The business required a multilingual product for use across all its European banners, capable of handling any legal, fiscal, and operational differences.
With over 1,900 stores and 82,000 colleagues, Kingfisher operates in 8 countries.
Transforming customer experience
Capabilites par excellence
The Kingfisher group selected TCS as its transformation partner because of its experience in the retail sector, and the TCS OmniStore™ platform for its domain expertise enabling rapid innovation and adaptability to market trends. The omnichannel platform’s simple and intuitive, single-face colleague interface requires minimal user training, helping sales associates move seamlessly from one touchpoint to another.
With features such as click-and-collect services, scan-and-go alternatives, mobile apps, save-the-cart and self-checkout facilities, dynamic promotion capabilities and clienteling, TCS OmniStore™ has made it possible for Kingfisher to provide the ultimate modern commerce experience.
Our self-checkout systems have allowed us to be more efficient on the front end. It's simple and our customers love it… I'm really excited about what TCS OmniStore™ can bring with our current systems stack.
Emerging as the commerce platform of choice
Intuitive, adaptable, and dynamic
Kingfisher has so far implemented TCS OmniStore™ across two of its banners (B&Q in the UK and Ireland; and Castorama in France), with a third planned for later this year. It is already seeing increased productivity and revenue, faster checkout times, broader sales opportunities, and executing ever more tailored promotions thanks to new data insights.
TCS OmniStore™ is part of the TCS Algo Retail™ suite, which enables retailers to seamlessly integrate and orchestrate data across the retail value chain, harnessing the power of analytics, AI, and machine learning to unlock exponential business value.
“We are delighted to be the strategic partner to Kingfisher in its transformation journey to reimagine the end customer experience and offer a unified experience across its brands in Europe. The platform is enabling seamless omnichannel shopping experiences, enhancing their competitive differentiation and driving growth,” - Shekar Krishnan, Head of Retail & CPG, UK and Europe, TCS.
“TCS OmniStore™ commerce was the platform of choice because of our shared belief in defining a unified commerce platform. The vision and belief have now taken life in these seamless payment journeys.” – Srjana Balraj, Product Head, TCS OmniStore™
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