Digital Transformation Driven By Telecom

According to IDC, a global market intelligence firm, by Dec 2017, two-thirds of the CEOs of Global 2000 companies will have digital transformation at the center of their corporate strategy.  While everyone seems to be talking digital transformation, only 10% of the global top companies claim that they are fully digital.

Digital transformation in a true sense involves leveraging Cloud, Big Data, mobility and social media technologies to transform how companies do business. The Telecom sector plays an important role in driving digital transformation by providing Enterprises with the required network infrastructure underlying these technologies, facilitating system integration and data management. Let us consider an example of how technology is changing the face of our day-to-day grocery shopping experience.

Not many of us enjoy grocery shopping- many dread it for the sheer inconvenience and time wasted at checkout counters which are mostly handled by inefficient staff. However, with digital transformation retailers are changing the way they serve customers. Radical changes in the business landscape are demanding enterprises to relook at their business models while adding innovative capabilities and strategies. Surviving in today’s highly competitive marketplace needs more than just the ability to sell; calling for an evaluation of existing business processes for identifying bottlenecks, the creation of more robust frameworks for improving operational efficiency, and more importantly convergence of evolved technologies, processes and enterprise solutions in the system for delivering transformational customer experience.

With personalization becoming the key to enhancing customer experience, retailers are embracing digital solutions in order to make the shift from ‘customer interaction’ to ‘customer engagement’. Apps and kiosks are now replacing the elements of a traditional shopping experience. Moreover, with the boost in online shopping, retailers are now trying to cater to customers needs by redefining delivery models and enriching shopping experiences across all touch-points and channels.

So what can retailers do today to embrace Digital?

  • IoT to connect various devices -mobile, laptops, RFid scanners, etc.
  • Big data to analyze consumer data, buying patterns, market trends, festive seasons to devise better marketing strategies
  • Cloud infrastructure and services to ensure 24×7 customer service and availability
  • Using integrated marketing and communication strategies for marketing new products and services
  • Unified Communications platform for improving customer engagement

Let’s take a look at how Stop & Shop New York Metro – a renowned grocery store put this strategy to use to support our discussion further:

With their consumers increasingly relying on smartphones and public Wi-Fi while shopping, Stop & Shop upgraded its technology to offer strong and reliable networks for delivering the digitally rich in-store experience that is now an expectation.

The engineered solutions (with features listed below) helped them deliver on their ‘better place to shop’ mission as we were able to bring Wi-Fi to all 780 division stores while increasing network bandwidth that moves data quickly.”

  • Self-service checkouts by scanning products through mobile apps
  • Enabling guest Wi-Fi service so that customers can access apps and avail various offers
  • Order online and store pick-up facility
  • Loyalty points / customer rewards tracking
  • Point of sale (POS) or location based sales offers
  • Fleet tracking and management through apps for efficient home delivery
  • Food safety temperature tracking for maintaining quality
  • Server based queue and inventory management
  • In-store kiosks for helping customers locate products or place orders
Image Credits – Stop and Shop Grocery

With the above-listed technology implementations, the grocery store marked a sizable increase in its sales and more importantly a sharp increase in customer satisfaction.

Aimed at simplifying the user experience, increasing business efficiency, employee productivity, and responsiveness, the telecom industry has come a long way from simply connecting people to improving the quality of their lives.