Transforming the customer experience

Tectura is a global IT solutions provider for the retail sector and is playing an important role in the expansion of modern trade in the country. In a conversation, Chetan Pathak, Corporate Operations Director, Tectura, highlighted their solutions for the retail industry.

Kindly throw light on your services for retail chains and how does it enable them to quickly grow their operations?

We provide IT and consulting services for various organisation, and retail is one of the segments in our portfolio. And, we have partnered with Microsoft to provide ERP and CRM related services for retail chains, which enables senior managers to improve overall productivity and efficiency as well as inventory management.

In addition, the insight and analytical solutions we provide organised retail, enables them to ‘engage’ better with their target audience along with more focused loyalty programmes.

In which segment of the retail sector, do you get the largest number of clients?

We cater to different segments in the retail industry, but our key client base is largely concentrated amongst apparel, consumer durable products footwear retailers along with duty-free stores at airports.

The retail industry is increasingly adopting an omni-channel strategy, and how do your IT-related services enable retail chains to improve overall efficiency?

Yes, consumers are increasingly making purchases online and via smartphones, and our tech-based solutions enable retailers in ensuring a consistent experience for shoppers across the various distribution channels.

For instance, in the case of e-retailers, in segments like fashion, they grapple with high levels of customer ‘rejections’, which could be due to an inappropriate colour or size of a garment. In the above scenario, customers typically share their feedback with the call centre of the concerned online merchant, and our data management systems enables the concerned staff to get greater insight on customer behavior over the past few months, with simple commands.

And, suitable steps can be easily taken by the customer service staff to ensure the aggrieved customer gets the product of his choice.

Retail chains are attempting to reduce the in-store queue at POS, and how do your solutions enable this objective?

To help reduce the waiting time in the POS queue, our solution enables the barcode reading of the products selected by customers to be taken while they are in this queue, and when the customer reaches the cashier, a bill is prepared instantaneously.