Striving to innovate constantly, lifestyle retail chain Shoppers Stop today hoped that its Rs 60 crore omni-channel project would be completed by 2017. “The fist phase is already in place and the next phase is expected to be completed by September. It will be gradually rolled out and is expected to be completed this year (read calender 2017),” Shoppers Stop Customer Care Associate & head marketing Anuradha Bose said today on the sidelines of CII organised smart retailing summit in city. Customer service, inventory and order delivery management modules implementation are underway, she said.
Omni-channel refers to retailing by leveraging online and offline channels. For example, a customer may buy online but takes delivery from a preffered retail store or vice-versa he selects a merchandise offline but asks store to deliver. While several stores are under review either for closure or restructuring, new stores are also under planning. “We are reviewing stores which are not doing well. But, we are also planning opening new stores. We are opening first store in Ranchi, Jharkhand,” Bose said. Shoppers Stop currently has 79 stores across the country after it closed down a few.
Bose remained optimistic about growth in FY17 despite demonetisation effect and agitations in certain markets. “We are expecting growth,” she said declining to divulge further details on topline and profitability. She said several experiments were going on to take customer experience to the next level. “My stylist is one who will assist from selection, advising to billing and at a later stage analytics will be used to serve them (customers),” Bose said.