30 September 2020
The Weekly
Shoppers Stop's Digital Transformation JourneyShoppers Stop's Digital Transformation Journey

Shoppers Stop has radically transformed its online business strategy to make it more engaging than ever before. In the last six months, the retailer stood up to the challenging times and created innovative solutions to assist customers with their shopping needs, leading to a digital transformation. As a part of this transformation journey, the brand has moved on to a new enterprise solution – SAP, which has digitally revamped its popular Loyalty Program – First Citizens. The Program offers the customer the convenience of shopping across myriad platforms: In-Store, Online (website and Mobile App) and via WhatsApp calling, connecting with the Personal Shopper Program.

  • White Glove service: this unique and award-winning Personal Shoppers service is now also available through WhatsApp, by way of virtual shopping assistance. Customers can book an appointment and consult a Personal Shopper on a WhatsApp call and choose products from the store or catalogue. They can buy them via a safe and secure SMS link and have them delivered to their home in a quick and safe manner. The merchandise can be collected at the store or one can have it delivered to their doorstep. Over 300 Personal Shoppers have undergone 43,000+ hours of digital training to deliver the best service to the customers. These Personal Shoppers contribute approximately 15% to the Company’s revenues.
  • Digital store: Customers can shop from the comfort of their house via the website or from the Mobile App and avail a host of Home Services including safe and quick home delivery and contactless billing. Shoppers Stop’s digital services like Endless Aisle, Express Store pick-up (Click n Collect), and Ship From Store on the website (www.shoppersstop.com) provides quick and helpful solutions to one’s shopping desires. The online Chat-Now feature also enables ease of access. Customers can browse through exclusive offers and bag some of the best deals available to them. Best deals on top categories, free shipping, and options like cash on delivery provide them with a hassle-free online experience to ‘Shop Anytime Anywhere’.
  • Enhanced In-store offerings: A customer can enjoy the privileges of using the Personal Shoppers Lounge in-store, while the Personal Shoppers assist them in choosing the right fit and size with the help of specially trained personnel deployed in Shoppers Stop stores across the country. One can even try the outfits in exclusive sanitized trial rooms at the Lounge. Customers can experience the comfort of queue-less billing at the Lounge with a Mobile POS. All of this while enjoying the perks and services of the Lounge area.