Retail is changing fast. Online shopping is huge. Customers want easy, seamless experiences, whether they're in a store or on their phone.
At Fujitsu, we understand it's a lot for retailers to handle to enhance operational efficiency while delivering exceptional customer service. That's why we've partnered with ServiceNow to offer innovative solutions that drive this transformation.
Strategic Alignment and Workforce Transformation
Keeping Up with the Changing Retail World
E-commerce has flipped the retail world upside down. Customers are calling the shots now. Research shows that the industry is becoming increasingly demand-driven, with products designed for under-represented consumer groups like ethnic minorities, seniors, and people with disabilities. Coming up with smart strategies to keep up with these changes is tough. That's where Fujitsu comes in – we bridge the gap by linking business strategies with workforce transformation.
Crafting Smart Business Strategies
Our team at Fujitsu guides retailers in identifying desired outcomes and value propositions, whether it's boosting growth, driving innovation, or defending market share. We help determine workforce requirements to achieve these goals, closely linking workforce transformation with digital transformation.
Success with Cloud-Based Service Management
One of our clients, a large supermarket chain, saw impressive results after replacing manual processes with ServiceNow's cloud-based system. They achieved improved visibility, cost savings, and productivity through automation. The scalable solution enabled significant productivity improvements – Studies revealed a $1.4 million productivity boost due to automation and self-service.
Streamlining Store Operations and Increasing Efficiency
Automating Tasks to Save Time and Money
When you connect store processes with automated workflows, it's like a well-oiled machine. Everyone knows what they need to do, and managers can fix issues on the spot to keep costs down. Field service gets smarter too, so resources are used better.
Efficiency Across Teams
Picture this: a single platform that links up frontline workers with HQ. It automates complicated processes so everything's clear and efficient. People get step-by-step guides to knock out tasks fast. All of this helps cut costs and keeps things running smoothly.
Proactive Issue Resolution
Retailers are getting proactive about solving problems. They keep an eye on equipment, spot trends across locations, and get automatic alerts for big issues. Leading retailers use IoT tech to stay ahead of the game and it’s helping them cut downtime by 30% and boost maintenance efficiency by 20%.
Enhancing Workforce Productivity and Delivering Great Customer Experiences
Integrated Cross-Functional Case Management
With Fujitsu, retailers can deliver great customer experiences through personalised self-service options and automated common requests. We integrate web, phone, chat, text, email, and social media to create a seamless omnichannel support experience. Helpdesk cases are intelligently routed, and store workers are supported with AI-driven Virtual Agents and knowledge management. This integrated approach can improve customer satisfaction scores by up to 50%.
Real-Time Visibility
Our solutions provide context about store locations and submitted requests, maintaining visibility from start to finish for all store members. Executives gain visibility into top issues and emerging trends, ensuring consistent practices for better customer experiences across all locations. ServiceNow Retail Ops delivers real-time insights into store performance, facilitating data-driven decisions to optimise operations.
AI-Based Solutions
Fujitsu harnesses AI to drive retail transformation. We successfully deployed AI-based solutions for AEON RETAIL to optimise store operations, using video analysis to monitor in-store congestion, estimate customer ages, identify assistance needs, and plan optimal layouts. The solution was rolled out to 76 AEON and AEON STYLE stores across Japan, with plans to integrate pedestrian-flow simulation technology to further enhance the shopping experience. These AI-driven optimisations led to a 20% increase in operational efficiency and a 15% improvement in customer service.
Growing Your Business with Fujitsu and ServiceNow
Sustainable Business Outcomes
At Fujitsu, we're committed to helping businesses achieve sustainable growth through consumer insights and technology innovation. Our focus is on delivering great consumer experiences, driving business growth, and making a positive social impact. By leveraging ServiceNow's Retail Operations platform, we enable retailers to streamline store operations, enhance efficiency, and elevate customer service, ultimately reducing operational costs by 25% and increasing customer satisfaction by 20%.
Using Data to Make Every Move Count
Our solutions empower retailers to make data-driven decisions and enable efficient operations through automation. ServiceNow Retail Ops provides real-time visibility into store performance, while standardising task lists and compliance processes. We also leverage IoT and field service management to monitor and proactively address equipment issues. Retailers utilising our data-driven approach have seen a 35% improvement in decision-making efficiency and a 30% reduction in response times to operational issues.
Real Stores, Real Results with Fujitsu
We helped United Super Markets Holdings Inc. revolutionise their consumer experience with an end-to-end integrated platform, cutting checkout times by 50% and enabling rapid service enhancements. Additionally, we improved supply chain transparency for the fashion industry platform Tex.Tracer, enabling consumers and fashion brands to make well-informed decisions based on environmental and ethical considerations.
Take the Next Step
At Fujitsu, we're at the forefront of transforming retail efficiency and customer experience in partnership with ServiceNow. Our innovative solutions empower retailers to streamline operations, automate processes, leverage data-driven insights, and deliver exceptional customer service. By working with us, retailers can drive sustainable growth and success in the evolving retail landscape.
Contact us today to learn more about how Fujitsu and ServiceNow can help you achieve your goals. Let's work together to shape the future of retail.
