Retail digital solutions for global retailers
Global retailers face evolving consumer expectations, rising operational complexity, and intensifying competition across digital and physical channels. Infosys BPM retail digital solutions address these challenges through transformation consulting and Transformation-as-a-Service (TaaS), powered by Topaz, our AI-first framework. From discovery and strategy to execution and managed operations, we modernise retail operations across customer experience, supply chain, merchandising, and back-office functions. Our retail clients gain operational efficiency, lower cost-to-serve, and faster decision-making through intelligent automation and advanced analytics.
Our retail digital offerings
Infosys BPM delivers retail digital solutions through two complementary models. Business Transformation Consulting partners with retail leaders on strategy, roadmap, and execution. Transformation-as-a-Service operationalises that transformation as a scalable, AI-powered managed service.
1. Business transformation consulting
Unlock the potential of your retail business with our tailored business transformation consulting and execution services. In today's rapidly evolving digital landscape, we empower you to not only adapt but thrive. Our experienced consultants equipped with extensive industry knowledge, will partner with you throughout your digital journey—covering every facet from strategic planning to seamless implementation and ongoing support. By harnessing innovative technologies and proven best practices, we will help you modernize operations and achieve sustainable growth that lasts. Don't just navigate the digital revolution; lead it with our expert guidance.
Our approach to retail digital transformation
Discovery and assessment
Understanding the client's digital capabilities and identifying key areas for improvement
Strategy and roadmap planning
Every retail establishment is unique. We craft customized strategies that align with our clients’ goals while considering key constraints like technology landscape, process maturity, willingness to change, and budget.- Strategy Development: Identify key challenges and pursue growth opportunities. By creating effective strategies and leveraging our tools and partnerships, we can drive significant improvements.
- Roadmap Creation: A clear action plan is vital for success. We will define tasks, assign responsibilities, and set realistic timelines while evaluating necessary resources to ensure solid implementation.
Execution
We implement the proposed solutions by refining processes, integrating technology, and providing training. By managing this transition effectively, we can ensure the successful adoption of new practices without disrupting our legacy systems and business processes.2. Transformation-as-a-service (TaaS)
Transformation-as-a-service (TaaS) provides retail clients with essential services for digital transformation, offering a flexible and scalable solution for the industry's changing needs. The key components of TaaS are as given below.
Automation is a critical component of digital transformation for retail clients, allowing retailers to streamline processes, lower costs, and improve consumer experiences. By automating mundane processes like inventory management, order processing, periodic reports, store help deck, customer support etc., merchants can concentrate on strategic projects and innovation. Our automation services are designed to work smoothly with your existing systems, delivering a scalable solution that expands with your company and supports long-term success.
Our Reporting and Analytics services will help you realize your retail business's full potential. By leveraging data, we give you with actionable insights into sales patterns, consumer behavior, promo effectiveness, competitive intelligence and market dynamics. Our advanced analytics solutions assist you in making informed decisions, optimizing processes, and identifying new business prospects. With our extensive reporting solutions, you can remain ahead of the competition and confidently move your organization’s goal forward.
Our point solutions are designed to solve specific pain points and issues that merchants face. Whether you want to improve inventory management, increase customer engagement, or optimize pricing tactics, our bespoke solutions provide the tools and expertise you need to succeed. We deliver targeted solutions that drive development and efficiency by focusing on specific aspects of your business.
- AI-based forecasting
- Product onboarding
- Price and promotion optimization
- Supply chain control tower
- Customer sentiment analytics
- Instant planogram insights
- Multilingual conversational agent for customer service and store help desk
- Market basket analysis
- Competitor price intelligence
- Merchandising audit
- SmartOM (AI for order management)
- Store profitability predictor
- Inventory optimization
- Fraud analytics for retail
Why Infosys BPM for retail digital solutions
Retail leaders choose Infosys BPM for digital transformation because of four anchored capabilities:
Topaz, our AI-first framework, embeds intelligent automation across every component of retail operations, from customer service and merchandising support to inventory, payments, and back-office processes. Topaz is not a single product but an integrated capability framework spanning generative AI, agentic AI, machine learning, and intelligent document processing. Reduce operational expenses through automation, process standardization, and scalable service delivery.
Transformation-as-a-service, a commercial model that allows retailers to consume digital transformation as a managed service rather than a capital project. This reduces upfront investment, accelerates time-to-value, and aligns provider incentives with outcomes.
Deep retail domain expertise across global retail subverticals, including omnichannel commerce, supply chain operations, merchandising, store operations, customer experience, and finance and accounting for retail.
Insights for advancing retail digital strategies
Challenges & solutions - retail digital solutions
Digital transformation in retail is the systematic modernisation of retail operations through technology, automation, and data, applied across customer experience, supply chain, merchandising, store operations, and back-office functions. It typically combines strategy consulting, technology implementation, and managed operational delivery. The outcomes retailers measure include lower cost-to-serve, faster cycle times across operational processes, improved customer experience scores, higher inventory turn, and stronger margin performance. Most retailers approach digital transformation in phased waves rather than as a single project, sequencing high-impact use cases first and scaling from there.
Transformation consulting partners with retail leaders on strategy, capability assessment, and roadmap design, producing a defined plan and supporting execution governance. Transformation-as-a-Service operationalises that transformation as a managed service: the provider runs the transformed processes under defined service levels, embeds intelligent automation into operations, and shares accountability for the outcomes. Consulting answers "what should we transform and how"; Transformation-as-a-Service answers "who will run and improve the transformed operations day-to-day." Most retailers benefit from both, sequenced together: consulting sets direction, Transformation-as-a-service delivers it.
Automation reduces cost in retail operations by removing manual effort from high-volume, rules-based processes and by improving accuracy and turnaround on those processes simultaneously. Common automation candidates in retail include order processing, inventory reconciliation, returns processing, supplier onboarding, invoice processing, customer service triage, periodic management reporting, and store-level support requests. By automating these processes, retailers typically reduce headcount cost on transactional work, accelerate cycle times, lower error rates, and free skilled people to focus on higher-value decision and analysis work. Intelligent automation (combining traditional RPA with AI and document processing) extends what can be automated to unstructured-input processes that previously required manual judgement.
A retailer should consider outsourcing digital transformation when the internal team lacks the bandwidth, specialised skills, or platform investments to deliver at the pace the business requires. Common decision triggers include a planned transformation roadmap that exceeds 18 months in-house, a shortage of senior digital transformation talent, an operational process portfolio that would benefit from immediate automation, and a commercial preference for outcome-based or consumption-based pricing over upfront capital investment. Retailers with strong internal digital and transformation capability often retain strategy and architecture in-house while partnering for execution and managed operations.
Retail digital solutions typically deliver four categories of outcome: cost reduction, cycle time improvement, customer experience improvement, and decision-quality improvement. Cost reduction comes from intelligent automation removing manual effort from transactional processes. Cycle time improvement comes from straight-through processing replacing batch and manual handoffs. Customer experience improvement comes from faster response times, fewer errors, and better data-driven personalisation. Decision-quality improvement comes from real-time analytics and AI-augmented decision support. The magnitude of each outcome depends on the starting baseline, the scope of transformation, and the operating model chosen.
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