SmartRetail Solutions

Domain Details
Business Domain - Retail & E-Commerce Industry
- $200 Million Annual Revenue
- Headquarters in Chicago, IL, USA
- Global Presence in North America, Europe, and Asia
- Retail Stores for customer experience and sales

Application Domain - E-Commerce & Online Sales

- Customer Service through online, phone, and chat
channels

Data Domain Supply Chain & Logistics: Managing inventory,

procurement, and product distribution.
Technology Domain Non-cloud-based database or owned database

Zachman Framework
Stakeholders What How Where Who When Why
(Data) (Process) (Network) (People) (Time) (Motivation)
1. CEO (Chief Growth The Operations 1,000 Next - Expand online
Executive Officer) Company in North employees year sales
has an America, - Open 10 new retail
Annual Europe, stores in high-
Revenue of and Asia demand regions.
$200 Million
2. CIO (Chief Owned The OperationsIT 12 - Migrate all systems
Information Database company has in North department, months, to the cloud
Officer) their owned America, cybersecurity Q3 - Enhance
database Europe, experts, 2025 cybersecurity to
and Asia system meet industry
administrators standards
3. COO (Chief Supply They Operations Operations Next - Reduce supply
Operating Officer) Chain & manage in North team, supply year chain
Logistics inventory, America, chain - Implement
procurement, Europe, managers, automated inventory
and product Asia inventory tracking
distribution. staff
4. Head of Sales & E- The Operations Sales and - Launch a targeted
Marketing Commerce company has in North marketing digital marketing
& Online an E- America, teams, campaign to increase
Sales Commerce Europe, online sales
platform for Asia - Increase customer
their online engagement on
sales and social media
marketing platforms
and they also
have retail
stores or
physical
stores
5. Head of Customer Provides Operations Customer - Decrease customer
Customer Service Service support in North Service teams support response
through through America, - Launch an AI-
online, multiple Europe, powered chatbot
phone, and channels Asia
chat (online,
channels phone, chat).
6. Head of Retail Retail Retail Stores Operations Retail - Improve sales in
Operations Stores for customer in North Operations physical stores
 experience America, teams - Enhance the in-
and sales Europe, store shopping
Asia experience

Solution for Key Business Drivers and Objectives in As a Whole Stakeholders:

1. Scalable E-Commerce Platform and Retail Integration (CEO and Head of Retail
Operations)

Objective: Drive growth, customer satisfaction, and improve store performance.

Solution:

Implement a cloud-based e-commerce platform that integrates with mobile apps

and provides a seamless customer experience across both online and retail stores.

Use location analytics tools to identify new high-demand regions and deploy mobile
POS systems in physical stores for quicker checkouts and real-time inventory
updates.

Personalization engines powered by AI will provide tailored recommendations for

customers both online and in-store.

A robust loyalty program integrated with the e-commerce platform and retail
operations will ensure that customer engagement is fostered both digitally and
physically.

Unified inventory management system using RFID and IoT technology will
provide real-time data on stock levels, preventing stock-outs and enabling smooth
operations.

2. Cloud Migration and IT Infrastructure (CIO)

Objective: Improve tech efficiency, scalability, and security.

Solution:

Migrate all business-critical systems (e-commerce, CRM, ERP) to a cloud-based

infrastructure to enable scalability, cost-effectiveness, and better integration
between platforms.

Use a hybrid cloud model to ensure data redundancy and meet business continuity
requirements.

Enhance cybersecurity with industry-standard practices, including advanced

encryption, two-factor authentication, and continuous monitoring to safeguard
both company and customer data.

3. AI and Automation for Operational Efficiency (COO and Head of Customer Service)

Objective: Streamline operations, reduce costs, and improve service efficiency.

Solution:
 Implement a Supply Chain Management (SCM) system with predictive analytics to
forecast demand and optimize procurement processes.

Use IoT-based inventory management to automate stock replenishment, ensuring

inventory is always aligned with demand.

Deploy an AI-powered chatbot to handle common customer queries and free up

customer service representatives for more complex issues. This will help reduce
response time by 30% and handle up to 40% of customer queries automatically.

Introduce automated ticketing systems to manage customer support efficiently,

ensuring faster resolutions and higher satisfaction.

4. Integrated Marketing and Sales Strategy (Head of Sales & Marketing)

 Objective: Boost revenue and brand awareness through digital channels.

 Solution:
o Use CRM and data analytics to segment customers effectively and run highly-
targeted digital campaigns via email, social media, and paid ads.
o Leverage AI tools for real-time optimization of marketing campaigns, ensuring
ads reach the right audience at the right time.
o Integrate social media listening tools to monitor customer sentiment, track brand
awareness, and engage with customers proactively across platforms.
o Use cross-channel marketing to promote a unified message, linking the online
store, physical stores, and mobile apps into a seamless experience for customers.

5. Unified Customer Experience (Across All Stakeholders)

 Objective: Ensure a seamless and personalized experience for customers, from browsing
to post-purchase support.
 Solution:
o Implement a customer experience platform that unites data from all touchpoints:
online store, mobile apps, physical retail, and customer service.
o Personalized experiences will be delivered based on customer data collected
through the CRM, e-commerce, and social media channels, ensuring targeted
promotions, product recommendations, and loyalty rewards.
o Customer service excellence will be achieved by combining AI chatbots, CRM
systems, and 24/7 customer support, reducing wait times and improving issue
resolution.

Integrated System for Unified Business Operations:

 Data-Driven Insights: All stakeholders, from the CEO to customer service

representatives, will have access to real-time data and analytics that will allow them to
make informed decisions and optimize operations. This will support goals like customer
retention, operational efficiency, and brand growth.
 Centralized Reporting: A centralized dashboard will allow stakeholders to monitor
KPIs, track performance against objectives, and ensure alignment across departments.
 Technology Stack:
o Cloud: Microsoft Azure or AWS for scalable infrastructure.
o CRM: Salesforce for personalized customer engagement.
 o ERP & SCM: SAP or Oracle to streamline operations and supply chain
management.
o AI/Automation: TensorFlow and Chatbot platforms for AI and automation.
o POS Systems: Integration with Square or Shopify POS for physical retail
operations.

Key Benefits of the Unified Solution:

1. Scalability: Cloud infrastructure will grow with the company, making it easier to expand
into new regions and increase online sales by 25%.
2. Efficiency: Automation across inventory, marketing, and customer service processes will
reduce costs and improve productivity.
3. Customer-Centric: A personalized, seamless experience will foster customer loyalty and
increase satisfaction across online and physical touchpoints.
4. Security and Compliance: Enhanced data protection and security protocols will ensure
compliance with industry standards and build customer trust.
5. Data-Driven Decisions: Real-time insights will enable leadership to track progress,
optimize operations, and quickly respond to market trends.

This comprehensive digital transformation will ensure alignment between all stakeholders, drive
revenue growth, optimize operational efficiency, and deliver an outstanding customer
experience.

Leader: Joemari Junio

Member: Jaun Reian Mejia
John Allen Boquiren
Jude Cansino
JayLord Aquino
Rolly Peralta
Chester King Rebamontan
Unica Conception