Industry
Retail
Omnichannel CX and Intelligent Innovation – The Future of Retail
HIGHLIGHTS
- Nationwide rollout in under one year: TCS OmnistoreTM deployed across all Leroy Merlin stores in France, with no operational disruption
- A unified commerce platform: A single solution to manage all cashing in-store journeys, fully integrated with the existing ecosystem.
- Measurable impact for teams and customers: An over 10-point increase in adoption of self-service journeys, and cashier training time was reduced from three weeks to less than three days.
- Built for scale and the future: A reliable, resilient platform with a composable architecture, enabling future scalability and evolving retailer needs.
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A Foundation for the retail of tomorrow
Leroy Merlin in France is far more than a Do-It-Yourself (DIY) retailer: a leader in home improvement and a major brand within the ADEO Group, the company operates more than 140 stores across the country and serves millions of customers every year. To support its core ambition of customer satisfaction, the brand needed to evolve a strategic element of its operating model: its checkout systems.
Historically robust, these systems were nevertheless showing their limits in the face of omnichannel retail expectations: limited scalability, a proliferation of tools, complexity for in-store teams, and difficulty in rapidly evolving customer journeys. This fragmentation weighed on both the customer experience and operational efficiency.
In this context of accelerated retail transformation, the challenge for Leroy Merlin France was clear: to equip itself with a unified, modern, cloud-native foundation capable of orchestrating all journeys, self-service, semi-assisted and assisted while integrating a wide range of payment methods, while remaining compliant with regulatory requirements.
Recognised for its customer experience culture and business expertise, Leroy Merlin France nevertheless had to tackle a strategic challenge: modernising an aging point-of-sale (POS) system that had become a barrier to innovation and agility.
“At Leroy Merlin, checkout is at the heart of the customer relationship and experience. Our legacy solutions were stable, but not very scalable and, above all, siloed by journey. We had one solution for self-service journeys and another for assisted checkouts, with a wide variety of payment methods, which made the experience more complex for both our customers and our employees.” Saad Barhoun, Director of Customer Service Relationship, Payments and Checkout, Leroy Merlin.
This situation limited Leroy Merlin’s ability to:
- Rapidly deploy new customer journeys (self-checkout, hybrid journeys, etc.)
- Simplify the day-to-day work of in-store teams faced with a multiplication of tools and interfaces
- Ensure on-time adaptation to the changing regulatory and fiscal requirements.
Beyond technological modernisation, Leroy Merlin needed a unified, flexible and scalable commerce platform capable of sustainably supporting the transformation of its operating model.
Leroy Merlin France reinvents checkout with TCS Omnistore™
Reinventing the in-store experience
To drive this transformation, Leroy Merlin chose to partner with Tata Consultancy Services (TCS) to co-build and deploy TCS OmnistoreTM, a next-generation proprietary unified commerce platform, designed to orchestrate all in-store and omnichannel sales journeys.
Designed to integrate with existing systems, TCS OmnistoreTM unifies all checkout and service scenarios: assisted, semi-assisted, and self-service checkouts; accelerated checkout; order pickup; and returns. The platform is built on a modern Application Programming Interface (API) and a composable architecture that facilitates integration with Leroy Merlin’s existing ecosystem and enables the rapid introduction of new functionalities.
A particular focus was placed on:
- Integration with the retailer's ecosystem: A platform that aligns seamlessly with the retailer’s ecosystem, ensuring consistent and real-time data flow across the enterprise.
- High Performing and Resilient: Providing a high level of performance, resiliency and flexibility, while securely supporting millions of transactions every day.
- Store Efficiency: Designing intuitive journeys, ensuring autonomy of operations and being hardware agnostic, allowing the usage of multiple peripheral models.
This program was not just a technological deployment, but a true strategic partnership between the Leroy Merlin and TCS teams in France, Europe and India, combining retail expertise, technological excellence and large-scale delivery capabilities.
Tangible and measurable benefits
Today, 100% of Leroy Merlin stores in France are equipped with the TCS OmnistoreTM solution, which has become the digital backbone of the brand’s new operating model.
The benefits are tangible and measurable:
- Measurable improvement in customer experience: An over 10-point increase in adoption score for self-service and semi-assisted journeys, with a smoother and simpler experience for customers.
- Transformation of the checkout role: Onboarding of a new employee reduced from three weeks to less than three days, with solution mastery in under one day.
- Rapid large-scale deployment: Successful rollout across all Leroy Merlin France stores in less than one year, with no operational disruption
With TCS OmnistoreTM, Leroy Merlin is evolving its legacy systems toward greater agility, performance and simplicity, built around a unified experience.
Building the future, together
Beyond immediate benefits, this partnership lays out the foundation for a new chapter for the ADEO Group brand and TCS. The TCS OmnistoreTM platform provides a scalable foundation to support Leroy Merlin in the next stages of its digital modernisation:
- Deployment of newer customer journeys enabled through mobile devices.
- Integration of advanced AI-based functionalities: fraud prevention, product recognition, etc.
What sets this project apart is TCS’s ability to combine deep industry expertise, composable technology and an end-to-end partnership approach by co-building solutions rooted in real-world operations rather than theoretical models.
Shekar Krishnan
Vice President & Head of Retail & CPG, Tata Consultancy Services.
At TCS, we are convinced that true transformations are born when technology and business vision move forward together. With Leroy Merlin, we did not simply deploy a platform. We co-built a roadmap in the service of a smoother, more consistent and future-oriented shopping experience.”
Saad Barhoun
Director of Customer Service Relationship, Payments and Checkout, Leroy Merlin
This project goes far beyond a technological modernisation. It profoundly transforms the way we design the in-store journey. With TCS, we worked in a co-construction approach, with a real understanding of our business challenges and great agility in execution. Together, we have built a unified and scalable foundation, capable of orchestrating all journeys and adapting to the evolution of commerce, while simplifying the day-to-day work of our employees and our customers.”
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