Overview
Our client is an American chain of convenience stores and gas stations. The company aimed to enhance the in-store experience, generate more revenue through upselling and cross-selling and implement a comprehensive data and analytics transformation. They faced challenges such as a lack of a single source of truth, inaccurate data, high infrastructure costs and dissatisfied customers. HCLTech partnered with them to address these challenges by implementing a next-generation Mobile Device Management (MDM) solution, personalized dashboards, data governance measures and collaboration with the business. The result was a significant increase in revenue, faster issue remediation, improved decision-making and higher platform adoption.
The Challenge
Roadblocks on the transformation path
The client embarked on a mission to elevate their in-store experience and optimize revenue generation. However, they encountered a series of obstacles along the way. These challenges included a lack of a centralized and reliable source of information for effective decision-making, the absence of accurate and timely data, unnecessary duplication of data stores resulting in increased infrastructure costs and an underwhelming in-store experience leading to customer dissatisfaction.
The Objective
Empowering growth through data transformation
The client set forth an ambitious objective of undertaking a comprehensive data and analytics transformation to overcome their existing challenges. This initiative aims to redefine our operational landscape and enhance decision-making capabilities across the organization.
- Enable end users to effectively utilize data for decision-making purposes
- Elevate the in-store experience with a next-generation Master Data Management (MDM) solution
- Create personalized dashboards tailored to various organizational roles
- Establish robust data governance measures
- Build a centralized data repository for seamless data access and management
The Solution
Drive enhanced decision-making with a customer-centric approach
HCLTech collaborated closely with the client to implement a comprehensive solution for their data and analytics transformation. The solution encompassed several key steps aimed at empowering the organization and achieving their goals. These steps included enabling end users to leverage data for effective decision-making and improving the in-store experience through the development of an MDM solution. Personalized dashboards were created for various roles within the organization, enabling them to cater to the specific needs of individual customers. Additionally, data governance measures were established, defining owners, definitions, lineage and impact while building a centralized data repository with a comprehensive data catalog. Collaborative efforts with the business identified critical data elements related to the in-store experience, such as customer behaviour. Finally, the solution ensured visibility for data owners and fostered accountability for data quality through the implementation of business glossaries, lineage and stewardship.
The Impact
Transformative solution propels business growth and operational excellence for the client
The implemented solution transformed the client's business operations, delivering exceptional results. Revenue surged by over 25% and decision-making processes became three times faster, driving significant improvements in operational efficiency and profitability.
- 25% increase in revenue generation through advanced upsell and cross-sell tactics
- 3X faster issue remediation via decentralized decision-making processes
- Enhanced decision-making capabilities for business managers with data quality and governance dashboards
- Return on Equity (RoE)-based benefits increased by up to 60%
- Higher platform adoption and streamlined operations due to increased trust in data quality
- Improved operational efficiency and profitability through reliable insights and informed choices
