Business Situation and Requirements
While Shoppers Stop’s physical retail sales remained strong, rising online demand exposed structural gaps in its website and mobile app.
As digital traffic increased, performance issues surfaced during peak events. Mobile experiences were inconsistent, and backend systems, including inventory and order management, were not built for true omnichannel scale.
Both customers and internal teams began feeling the strain, including:
Slower website and app performance during peak traffic.
Increased checkout abandonment due to friction in the buying journey.
Difficulty managing promotions seamlessly across online and offline channels.
Fragmented real-time inventory visibility.
Rising operational complexity as systems struggled to scale.
