1Associate Professor, Department of Management Studies, Anna University, Regional Campus at Coimbatore, Navavoor, Coimbatore-641 046, Tamil Nadu, India
2Professor, Department of Business Management, Fakir Mohan University, Vyasa Vihar, Nuapadhi, Balasore-756 020, Odisha, India
Online published on 21 May, 2016.
Retailers need to transform their information technology capabilities to stay competent in the market. Information technology should be used to manage the rapid speed and flexibility in the retail sector. Differentiation can only be provided by faster access to customer data. An integrated system to enhance the business process is the need of the hour. The transparency between systems and better tracking to integrate systems between the organization and the customer is vital. Enterprise resource planning systems provide an end to end view for the organization management. In this paper the different business processes and the applicability of information technology infrastructure is discussed. A case study explaining the usage of information system in customer service business process and the impact to customer satisfaction is highlighted.
Information technology, retail business process
