TCS drives seamless CXs for Kingfisher Plc with OmniStore

Tata Consultancy Services (TCS) has taken Kingfisher Plc, a prominent European multinational home improvement giant, to new heights of customer satisfaction through TCS OmniStore, an artificial intelligence (AI) powered unified commerce platform.

With over 1,900 stores across eight European countries under banners such as B&Q, Castorama, Brico Dépôt, Screwfix, TradePoint, and Koçtaş, Kingfisher Plc aimed to elevate its customer experience (CX). Their quest involved the need to unify their brand experience while addressing legal, fiscal, and operational intricacies across European banners. TCS emerged as the transformation partner of choice, with TCS OmniStore, celebrated for its flexibility, seamless integration, and agile adaptation to market dynamics.

TCS OmniStore has empowered Kingfisher Plc to deliver modern commerce experiences enriched with features like click-and-collect services, scan-and-go options, mobile apps, cart-saving, self-checkout, dynamic promotions, and clienteling. Moreover, it seamlessly integrates advanced payment methods, including contactless payment, Apple Pay, Apple Wallet, and pay-as-you-go.

The platform’s adaptable API architecture, centered around a unified core, fosters localization across diverse regions. This enables global brands like Kingfisher Plc to maintain a harmonized framework while preserving regional individuality.

With a user-friendly single-face colleague interface, TCS OmniStore requires minimal training, enabling sales associates to effortlessly navigate touchpoints. Kingfisher Plc has already rolled out TCS OmniStore across B&Q in the UK and Ireland, and Castorama in France, with more to follow.

TCS OmniStore masterminds omnichannel customer journeys, ensuring a consistent, seamless shopping experience across Kingfisher’s extensive network. The retailer reaps the rewards of enhanced associate productivity, boosted revenue, expedited checkouts, and expanded sales opportunities, all guided by data-driven insights.

Peter Ash, Product Director, Operations, and Fulfilment at Kingfisher Plc, enthused, “TCS OmniStore was the strategic choice for Kingfisher’s future growth, orchestrating a fast, smooth, and seamless checkout experience, which is needed for today’s customers. Our self-checkout systems have allowed us to be more efficient on the front end. It’s simple, and our customers love it.”

Shekar Krishnan, Head of Retail & CPG – UK and Europe at TCS, expressed his delight, saying, “We are delighted to be the strategic partner to Kingfisher in its transformation journey to reimagine the end customer experience and offer a unified experience across its brands in Europe. The platform is enabling seamless omnichannel shopping experiences, enhancing their competitive differentiation and driving growth.”

TCS OmniStore stands as a pivotal component of the TCS Algo Retail suite, propelling retailers to harness the full potential of analytics, AI, and machine learning in their retail value chain. This microservices-based platform enables rapid deployment of new services and apps, eliminating channel constraints. It caters to a diverse range of segments within the retail landscape, offering transformative solutions for tier 1 and tier 2 retailers across various industries.