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Improving Operational Efficiency in Retail


“Automation provides a huge opportunity for retailers to gain back some of the ground they’ve lost to digital-native competitors and protect the market share they currently have through better efficiency, more convenience, and better sustainability.” 

- Tim Bridges, Capgemini

2020 has been a year of tests and trials for the retail sector. The resilience of the retail industry was put to the test by the pandemic. Retailers struggled to adapt, perturbed by the sudden onslaught of demand.

The pandemic called attention to the retailers’ lack of flexibility and agility in a majority of their processes, be it brick-and-mortar stores or online.

As a result, securing operability in their physical as well as digital processes has now become a priority. It will help retailers achieve agility in their operations and grant durability, even in the most trying times.

It is interesting to note that, according to the US Census Bureau, brick-and-mortar stores have accounted for almost 90 percent of all retail sales in the third quarter of 2019 despite the perceived supremacy of online shopping.

This might not be the case in our post-pandemic world. So, to be truly resilient retailers need to give equal weightage to both their online and manual side of operations.

Customers today, value quality and speed in the services offered, online and in-store. To that extent, retailers are looking at enhancing their operational efficiencies by introducing workflows, business process management (BPM) and process automation solutions like Robotic Process Automation (RPA) in their horizontal and verticalized operations.

To ensure that such technologies are smoothly integrated to achieve business productivity and end-to-end process automation, tools like Process Orchestrators can be of great significance.

Retail operations that benefit from improved efficiency through Process Orchestration 

Given below are some use cases where you can strive to improve efficiency, reduce costs, and save time: 

  • Invoice processing for processing multiple vendor invoices: Manually processing all supplier and customer invoices, particularly during peak demand, is liable to errors, time-consuming and leads to delayed payments. But coordinating this process with process orchestration can increase processing speed, improve efficiency and add transparency, strengthening relationship with vendors.
  • Employee onboarding: Onboarding employees and bringing them up to speed is a slow and rather plodding process. But employees need to be properly oriented to be productive. Using process orchestration to streamline this process, results in a standardized, bespoke onboarding process for employees to quickly get acquainted with the company. 
  • Task scheduling of employees for customer service department: Diverse factors such as peak hours, number of shifts, employee numbers, employee availability, etc. affect this process. But upscaling this process with process orchestration can automate workforce allocation, equate work distribution, thereby improving employee satisfaction, and avoiding overworking employees. 
  • SLA adherence in contact center for customer queries, complaints, etc.: Manual handling of customer queries and complaints are liable to mishaps and extremely difficult to stay on top of. Employing process orchestration here helps in complying with deadlines apart from prioritizing and organizing SLAsIt results in reduced TATs, AHTs, and better customer experiences. 
  • Integration of new-age technologies with legacy systems: Being behind the times in the technical side of operations affects the productivity of retailers and causes bottlenecks in the managerial processes. But new-age technologies like process orchestration give companies a competitive edge and facilitate personalization to administer a tailored customer experience. 
  • Intelligent Automation in Retail: Introduction of bot technologies in retail often results in lack of discernment, frequent exception handling and tricky process identification for potential automation. Technical snags such as ineffective governance, suboptimal work hand-offs between humans and bots, incompatibility with other bot vendors further hamper operations.

    But this can be rectified with the implementation of the best-in-class process orchestration.  

About Enate’s Process Orchestration

Enate's Process Orchestration platform blends BPM, Work Management and Lite Workflow to run lean, well-managed processes against an optimally utilized team of humans or bots. Enate’s no-code SaaS technology can be deployed in a few weeks. It can reduce processing times by 80 percent and cut back on end-to-end cycle times by 70 percent, thus enabling maximum resource utilization, boosting productivity, and fine-tuning process management. 

It also features cutting edge case management, ticket management, email management, and workforce management.

How Enate’s Robotic Process Orchestration handles the aforementioned processes in Retail

  • Invoice Processing: Enate breaks down this complex process into small actionable steps and allots them to appropriate queues consisting of employees who share the relevant skillset. For processing, invoices go through several queues with Enate displaying the real-time progress and keeping everyone in the loop.
  • Employee Onboarding: Enate prevents data silos in this process by coordinating information flow between different teams and increaseonboarding frequency. It also averts bottlenecks to provide a hassle-free onboarding by systematizing the overall process for an employee-friendly onboarding.
  • Task Scheduling: Enate streamlines workload planning and allocation, by eliminating the need for manual work hand-offs, after considering the competencies of employees. Its pre-prioritized worklist ensures that SLAs are not missed and ascertains that managers get a real-time view of employees and their workload through a dashboard. 
  • SLA Adherence: Enate gathers customer queries, complaints from inbound channels as tickets and cases. Each ticket and case is then assigned to the appropriate employee and is seen to completion. The entire process can be governed from a single-window and through 4 types of reports – Operational, Productivity & Utilization, Automation Potential, as well as Custom Reports. 
  • Integration with new-age tech: Enate can be deployed over existing legacy systems within a few months. It supports future-of-work technologies like RPA, AI, OCR, NLP, ML, Cognitive technologies and more. Enate’s technology-agnostic integration capabilities and seamless work hand-offs fortify it with sustainability, making it ideal for future-proofing plans.
  • Intelligent Automation in Retail: Enate centralizes human-bot governance, offers multi-vendor bot compatibility, and improves exception handling. It automatically suggests activities for automation along with the technology type and the savings potential, presenting you with a personalized automation roadmap. 

Wondering if Enate’s Process Orchestration platform is the right fit for you?

If you are looking for furthering operational efficiencies in Retail, Enate is the perfect solution. We offer a leading-edge platform that can be optimized to suit your business needs, adding value to your retail operations. 

Download our whitepaper to know more!


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About Enate:

Enate is a UK based enterprise software company. Its Robotic Service orchestration technology combines lightweight Workflow, BPM & work management into a no-code quick SaaS offering. The technology delivers end-to-end process automation by connecting human workers & digital bots (RPA, OCR, AI/ML, etc.) into one hybrid workforce and managing operations across them.

The platform enables organizations to save 20 to 30% operating costs by scaling automation & streamlining operations to improve efficiency. Enate manages nearly 10 million transactions annually, across users in more than 60 countries.  

The platform's customers include global brands like Mizuho Bank, Capgemini, EY, Utmost (erstwhile Generali Link), and many more.