Case study

Retail chain launches omnichannel presence and grows online revenue 3x

A Gujarat-based retail chain with 18 stores launched an omnichannel e-commerce presence. We grew their online revenue 3x in eight months while using the website to drive in-store footfall.

TL;DR

An 18-store Gujarat retail chain had no e-commerce presence and no digital customer relationship. They were losing younger customers to online-first brands and had no way to retarget in-store visitors. We built a Shopify Plus storefront with a store locator, buy-online-pick-up-in-store functionality, and a WhatsApp loyalty programme. Online revenue grew 3x in eight months and in-store visits from digital channels increased by 31%.

Key takeaways

Shopify Plus storefront with buy-online-pick-up-in-store bridged the online and offline experience.
WhatsApp loyalty programme re-engaged existing customers with personalised offers.
Store locator with real-time inventory reduced the 'will it be in stock?' barrier to online purchase.
Online revenue grew 3x. In-store visits from digital channels increased by 31%.
Customer acquisition cost fell by 40% because returning customers drove repeat purchases.

The challenge

The retail chain had 18 stores across Gujarat but no e-commerce presence and no digital customer relationship. They were losing younger customers to online-first brands, had no way to retarget in-store visitors, and had no data on what their customers were buying. They needed to build an omnichannel presence that connected the physical stores to a digital growth engine.

Our approach

1Build a Shopify Plus storefront with store locator and real-time inventory integration.
2Implement buy-online-pick-up-in-store and ship-from-store logistics.
3Launch a WhatsApp loyalty programme with personalised offers based on purchase history.
4Build a retargeting funnel that brought in-store visitors back online.
5Connect the Shopify data to a unified customer analytics dashboard for the merchandising team.

Results

low3x

online revenue in 8 months

031% more

in-store visits from digital channels

high40% lower

customer acquisition cost

"We went from a pure offline retail chain to an omnichannel business in eight months. The WhatsApp loyalty programme is our best retention tool."

Sanjay Patel

Director of Digital, Khushiyon Ki Dukan, Ahmedabad

Services delivered

Marketing website design and developmentConversion rate optimization and analytics

Questions about this project

How long did this engagement take?

Eight months. Months 1 to 3 were the Shopify build and store locator integration, months 4 to 6 were the loyalty programme and retargeting funnel, months 7 to 8 were analytics setup and optimisation.

What was the team composition?

A senior Shopify engineer, a senior retail UX designer, a senior Shopify Plus integration specialist and a senior performance marketer. Four seniors.

What Shopify plan do you recommend for retail chains?

Shopify Plus, for its multi-location inventory, wholesale channel and custom checkout capabilities. The pricing scales with GMV, so it is cost-effective for chains with 10+ stores.

How does buy-online-pick-up-in-store work?

The customer selects their nearest store at checkout. When the order is ready, they receive a WhatsApp notification with the pickup time and store address. The in-store team uses a simple dashboard to manage pickups.

What is the WhatsApp loyalty programme?

Customers opt in via the website and receive personalised offers on WhatsApp based on their purchase history. Offers are generated from a rules engine and sent on a weekly cadence.

Do you work with single-store retailers?

Yes. We have a standard Shopify launch package that covers the storefront, loyalty programme and basic analytics for single-store and small-chain retailers.

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