India : Shoppers Stop to boost omni-channel; ties up with SAP

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Shoppers Stop to boost omni-channel; ties up with SAP

03
Jul '15

Govind Shrikhande (left) and Deb Deep Sengupta

To boost its omni-channel strategy, Shoppers Stop, one of India’s leading fashion retailers, has tied-up with hybris software, an SAP company and the world’s fastest growing commerce platform provider.

The liaison will enable Shoppers Stop to provide a seamless and unified shopping experience to customers across its multiple channels—physical retail stores, web, social, TV and marketplaces.

To strengthen its omni-channel play, Shoppers Stop plans to invest Rs 60 crore over the next three years in its omni-channel technology, supply chain and talent. The company will also extend its omni-channel platform to its group companies, and by 2020, it expects to achieve 15 per cent revenue through digital-touch points.

The hybris software will enable Shoppers Stop to deliver a real-time, impactful, and relevant customer experience across every touch point, channel and device. In essence, hybris software will enable Shoppers Stop to have a single view of the customer by linking multiple identifiers like mobile number, facebook, email, etc to one single identity. Conversely, hybris technology will allow shoppers to have one-view of the Shoppers Stop brand experience across multiple channels and devices.

“Amongst the top global retailers, 9 out of 10 are brick and mortar players who have evolved into omni-channel entities. In India, Shoppers Stop was one of the first department stores to launch a multi-channel play through our e-store. Now, we are embarking on our omni-channel journey by linking our multiple channels to give customers a unified brand experience,” said Govind Shrikhande, customer care associate & managing director, Shoppers Stop.

He further added, “Through the hybris technology, Shoppers Stop will have a one-view of customer, one-view of order and one-view of inventory. This will allow us to provide our customers with a contextual, targeted, personalised and integrated shopping experience. As part of the roadmap ahead, we will introduce new features such as ‘Click & Collect’, ‘Ship from Store’, ‘Endless Aisles, and much more.”

Deb Deep Sengupta, managing director, SAP Indian Subcontinent, said “hybris’ ability to equip major brands with robust and flexible commerce technology positions us as one of the world’s leading e-commerce technology providers. We are thrilled to partner with one of the most reputable retail brands in India to help them meet customers’ expectations, deliver the best customer experience, support their business strategy and be part of their business transformation.” (RKS)

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