The Data and Communication Technologies in Tesco Malaysia

As a case in point, Tesco can adopt Microsoft's unified communications in -stores. For the reason that, unified communication will provide various modes of interaction for first and fast call resolution to improve customer satisfaction and help gaining loyalty. On account of unified communication will provide various modes of interaction for first and fast call resolution to improve customer satisfaction and help gaining loyalty. Consider the example of a customer walk into the store for enquiry on a particular product that he is interested to buy. For typical scenario, the floor sales person would check on database list first for that particular product and then check for the person-in charge. If the person-in charge is unavailable, he would ask the store supervisor or manager to come over. This entire process takes a lot of time and the customer gets dissatisfied and leaves the store.

With the presence of unified communications, the scenario would become different and easier. When customer requests about the product, the floor sales person can immediately reach to the IP phone and information kiosk as shown as Figure 2.2.4 in order to browse for the product to collect the product code and check for the presence or availability of the concerned person on the device. After that, customer can communicate with the person-in charge either through chat, audio or video call through the same device to address their queries. This reduces the process cycle and increases customer satisfaction as well as leads to increased sales.

On the other hand, Tesco Malaysia stores can apply smart building technology which undertaken by Microsoft to enable customers walking around the stores to load up their shopping bags and walk out without putting them through the cashiers. The artificial-intelligence powered camera network and sensors will be installed on shelves to detect what people are picking up and putting in their baskets, and automatically charge them for their shopping as they leave. Customers would be prompted to use the mobile application which allows them to link their credit cards or bank accounts to pay for their groceries directly. The customers without bringing along their mobile phones can use screens that show a running bill so that they can pay by cash before leaving the stores. In such manner, lines and wait times in stores can be reduced. The reasons behind this recommendation are they will not only delight existing customers but attract new ones especially the younger and more digitally savvy users as well as improve energy efficiency.

Recently, Tesco Malaysia use the combination of digital technology, the internet and traditional supermarket stores. They are offering online shopping where customers’ ordered items will be delivered to their doors at the click of a mouse or the touch of a phone screen. To support this service, Tesco Malaysia has built their data center that will host the infrastructure for the online store, Tesco.com.my. So, it is crucial for Tesco Malaysia to acquire a knowledge of underwater data center.