Young salesperson and store manager in front of the refrigerated shelf compare data on a tablet

Cloud technology: an opportunity for retail

Quicker, more flexible, and more cost-effective: thanks to cloud technologies from T-Systems, retailers have more time for their core business

Non-critical applications stored in the cloud

Quick and flexible data processing makes a decisive contribution to the success of a business, and brick-and-mortar businesses are no exception. Cloud technology is a cost-effective and low-risk option for ensuring optimal access to information regarding products, customers, or processes at any time. In addition, retailers can also use it to process their data in a highly efficient manner. Many retailers have since recognized this advantage of digitalization and are increasingly relying upon the cloud.

Greater flexibility during peak loads thanks to freely bookable IT resources

In a warehouse with storage shelves, a hand holds a smartphone with augmented reality icons

The options for the application of cloud technologies as a retailer are highly varied. You can store entire processes, IT services, infrastructure, or simply space for data in private or public clouds. With the right security concepts, this is a particularly attractive option for non-critical applications. Office and HR applications are ideally suited for cloud-based operation. The most modern applications for customer relationship management (CRM) – particularly important for retailers – are only available from the cloud today. In this way, cloud technology networks trade.

A great advantage of IT resources and cloud services: users can book flexibly and are not tied to longer time slots. For one thing, this enables short-term adjustment to unforeseen peak loads, such as before public holidays or during sales promotions. For another, retailers can quickly adapt their business to new trends thanks to digitalization from the cloud.

Through the use of cloud-based services, retailers have greater cost flexibility, as they need only pay the operating costs for their actual monthly usage. The effect: with a small investment risk, retailers have the opportunity to test out new solutions. This increases both agility and flexibility in core business and helps to quickly introduce and implement new business models and processes.

In addition, the user outsources the risk of the cloud application to T-Systems via clearly defined service level agreements (SLA). As a result, the retailer can focus on their cores business, thanks to cloud computing.

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Attractive for customer services and omnichannel commerce

Cashier helps customer at a touch screen of a digital checkout in a supermarket

Do away with silo communication: comprehensive information that is accessible to the authorized employees at any time simplifies processes that are spread across various locations. This is of particular benefit when connecting numerous branches. But retailers also benefit at individual stores, too. Employees can retrieve all data regarding a customer with a single click using cloud-based, cross-channel CRM software, thereby enabling them to quickly provide the customer with optimal advice. Likewise, a centrally managed online platform is a useful tool for helping shape a holistic presence in omnichannel commerce across various channels. In this way, cloud technology forms the foundation of every omnichannel strategy.

Seamless digitalization and automation of service processes

Smiling customer service employee with headset sits at desk gesturing with her hands

Devices on the market need maintenance or are completely defective, customers make purchases online and then complain in store, or they book an on-site consultation via the web – what all these events have in common is that they must be quickly processed across departments and locations. Paper, phone calls, and emails in particular take time and are prone to errors. ServiceNow is the central platform for automating service workflows of all types – for example in customer services, IT service management, device management, and for store assistant tasks – including the provision of the right personnel and the correct replacement parts. The service is submitted as a ticket in the service portal, before being processed and its completion status reported back. You benefit from speed, transparency, decreased employee workload, a higher quality of service, and better resource planning. First and foremost, however, you benefit from generating the best customer experience across all channels.

T-Systems develops, transforms, and operates future-proof cloud solutions that are built on the existing customer infrastructure.

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