CRM Software at Shoppers Stop

Shopper's Stop

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Mumbai, Navi Mumbai, Delhi, Chennai, Coimbatore, Jaipur, Bangalore, Location Hyderabad, Pune, Kolkata, Bhopal, Lucknow

Opening date 1991

Developer K. Raheja

B.S. Nagesh (Customer Care Associate & Vice Chairman) Management Govind Shrikhande (Customer Care Associate, President & CEO)

No. of stores 34[1] and services

Parking Valet

Website www.shoppersstop.com

Shoppers Stop - Old Logo

Shoppers Stop is an Indian department store chain promoted by the K Raheja Corp Group (Chandru L Raheja Group), started in the year 1991 with its first store in Andheri, Mumbai[2] Shoppers Stop Ltd has been awarded "the Hall of Fame" and won "the Emerging Market Retailer of the Year Award", by World Retail Congress at Barcelona, on April 10, 2008.[3] Shoppers Stop is listed on the BSE.[4] With the launch of the Navi Mumbai departmental store, Shoppers Stop has 34 stores in 15 cities in India.[1]

Contents

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 1 Store  2 Products o 2.1 Marketing o 2.2 Merchandising o 2.3 Loyalty program  3 Shops o 3.1 Crossword Bookstores o 3.2 HomeStop o 3.3 Brio o 3.4 Desi Cafe o 3.5 HyperCity o 3.6 M.A.C. o 3.7 Arcelia o 3.8 MotherCare o 3.9 Nuance Group o 3.10 HyperCity-Argos o 3.11 Timezone  4 See also  5 References  6 External links

[edit] Store

Shoppers Stop is one of the leading retail stores in India. Shoppers Stop began by operating a chain of department stores under the name “Shoppers’ Stop” in India. Shoppers Stop has 35 stores across the country and three stores under the name HomeStop.

Shoppers Stop retails a range of branded apparel and private label under the following categories of apparel, footwear, fashion jewellery, leather products, accessories and home products. These are complemented by cafe, food, entertainment, personal care and various beauty related services.

Shoppers Stop launched its e-store with delivery across major cities in India in 2008. The website retails all the products available at Shoppers Stop stores, including apparel, cosmetics and accessories.Shoppers Stop opened stores in Amritsar, Bhopal and Aurangabad. [edit] Products

Shoppers Stop retails products of domestic and international brands such as Louis Philippe, Pepe, Arrow, BIBA, Gini & Jony, Carbon, Corelle, Magppie [1], Nike, Reebok, LEGO, and Mattel. Shoppers Stop retails merchandise under its own labels, such as STOP, Kashish, LIFE and Vettorio Fratini, Elliza Donatein, Acropolis etc. The company also licensees for Austin Reed (London), an international brand, who’s men's and women's outerwear are retailed in India exclusively through the chain. In October 2009, Shoppers Stop has bought the license for merchandising Zoozoo the brand mascot for Vodafone India.

[edit] Marketing

In April 2008, Shoppers Stop changed its logo and adopted the mantra "Start Something New mantra.And introduced international brands like CK Jeans, Tommy Hilfiger, FCUK, Mustang, Dior across the stores. The focus of the reposition was on the service, ambience upgradation and customer connect. Shoppers Stop connects with the youth audience through adopting the communication routes relevant to youth, up the fashion quotient through merchandising, and create ambience that connects with the mindset. The brand campaign addresses environment- related issues in a youthful, tongue-in-cheek manner. Shoppers Stop as a brand active on social media marketing platforms with Facebook and Twitter to connect with this audience.

[edit] Merchandising

Merchandising opportunities like the launched Zoozoo merchandise and film merchandise.

[edit] Loyalty program

Shoppers Stop’s has a loyalty program called First Citizen. They also offer a co-branded credit card with Citibank for their members. [edit] Shops

Shoppers Stop's sister stores are

[edit] Crossword Bookstores

Crossword Bookstores is the largest chain of bookstores in India with 52 branches. Shoppers Stop acquired 100 per cent stake in bookstore chain Crossword.[5] Crossword is positioned as a lifestyle bookstore with their spacious, well laid out stores which encourages customers ease in browsing through the merchandise of books, music, stationary and toys.

[edit] HomeStop

HomeStop is premium home furnishings home concept store, which offers products in home decor, furniture and accessories, bath accessories, bedroom furnishings, mattresses, draperies, carpets, modular kitchens and health equipment.

[edit] Brio Brio has 20 outlets in select cities. Café Coffee Day (CCD), the retail division of Amalgamated Bean Coffee Trading (ABCTL), has signed an MoU with Shoppers Stop to run its BRIO outlets.[6]

[edit] Desi Cafe

Desi Café and their operations have been taken over by Café Coffee Day (CCD), the retail division of Amalgamated Bean Coffee Trading (ABCTL), has signed an MoU with Shoppers Stop to run its Desi Café outlets.[6]

[edit] HyperCity

HyperCity provides customers a wide variety of range of products for shopping in a large and modern retail environment. It offers a contemporary range of products, sourced from both local and international markets. The product range covers: Foods and Grocery, Homeware, Home Entertainment, Hi-Tech, Appliances, Furniture, Sports, Toys & Fashion.[7]

[edit] M.A.C.

M.A.C. and Shopper’s Stop Ltd. entered into a non exclusive retail agreement with cosmetics major Estee Lauder to open up M.A.C. Cosmetics stores in India. M.A.C. Makeup-Art Cosmetics - the professional brand of choice, is the first brand under the Estee lauder Group of Companies portfolio to enter the Indian retail market. Currently there are 9 M.A.C. stores operating[8]

[edit] Arcelia

Arcelia is a new retail concept aiming at the growing accessories and cosmetics segment, with a strong emphasis on experience and indulgence and primarily caters to discerning women shoppers. It retails cosmetics, fragrances, fine jewelry, footwear, handbags.[9]

[edit] MotherCare

MotherCare and Shoppers Stop come together to introduce products for infant and toddler care which stocks a variety of products for mother and babies, toddlers and children till eight years of age with the focus being on style, function and safety.[10] The UK-based maternity and kidswear brand has nine standalone and 13 shop-in-shop formats.[11]

[edit] Nuance Group

Nuance Group with Shoppers Stop makes an entry into airport retailing. The alliance is marked with a joint venture with The Nuance Group AG of Switzerland, the world’s leading airport retailer. Shopper's Stop Ltd. is handling the retail operations at the duty free zones in international terminals. The joint venture company, called Nuance Group (India) Private Limited. is operating outlets at the International airports at Bengaluru and Hyderabad.[12] [edit] HyperCity-Argos

HyperCity-Argos and Shoppers Stop, the two retail ventures of K Raheja group had signed a memorandum of understanding with UK’s leading retail chain Home Retail group to develop the Argos (retailer) retail format stores in India.[13] Two years later, Shoppers Stop Ltd has informed Bombay Stock Exchange shall wind down and discontinue its catalogue retail operations under the Hypercity-Argos brand.[14]

[edit] Timezone

Shoppers Stop forayed into the Entertainment sector by acquiring 45% stake in Timezone Entertainment Private Limited which is in the business of setting up and operating Family Entertainment Centres (FECs). It has 5 outlets in Ahmedabad, Hyderabad, Kolkata, Navi Mumbai and Mumbai.[7] [edit] See also

HOPPER'S STOP : 'We are exploring convergence technologies to reach our customers more effectively, on terms defined by them' Wednesday, March 05, 2008 Com Del.i men cio.u

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t s The Raheja Group promoted Shopper's Stop is India's largest departmental store chain having a net turnover of around Rs 9,000 mn. With twenty-two stores in more than eleven cities, Shopper's Stop houses many international and domestic brands under a single roof. Automation and inventory management of a chain of stores the size of Shopper's Stop has not been a cakewalk for CIOs. But Arun Gupta, customer care associate & CTO, Shopper's Stop is a great master of technology. Since he joined, in March 2007, he has blended ICT and business like never before, and he now aims at connecting all its stores in various cities wirelessly by March 2008. He shares his views with VOICE&DATA about the company's plans and technologies that can redefine the shopping experience of customers, making sure that shoppers never stop. Excerpts:

Any major expansion plans for the future? Over the next three years, we have significant expansion plans across different formats. We see ourselves evolving as a multi-channel retailer of choice for the Indian consumer who loves experiential shopping and demands the best of products and service. You are looking at expansion plans. What are your investment plans in IT in the next couple of years? The IT infrastructure plays a key role in the deployment and use of IT within our company. However, an IT infrastructure without the enabling applications is of no value. Our investments in the next 2-3 years focus on ensuring that we are able to meet the expansion and growth of our business. At the same time, we continue to explore opportunities to reduce our operational expenses. This achieved with a mix of hardware renewal and use of technologies like Arun O Gupta, customer care virtualization. associate & CTO, Shopper's Stop What are some of the recent technologies deployed within the organization and what technologies are in the pipeline? Implementation of new and advance technologies has been the key strategy for us. We always deploy the best technologies available to use. We use a mix of technologies and systems comprising JDA suite of applications for our retail business; Oracle Financials for financial accounting; Business Objects for reporting; SharePoint portal for internal and external collaboration; and Microsoft Exchange and Communication Server for messaging. We also use blade servers and multi-core servers with VMWare for application deployment, NetApps' SAN and NAS technologies for storage consolidation and virtualization, and Wi-Fi networks in our offices, stores and distribution centers for operational activities with Symbol wireless scanners.

In the future, too, we will be using the most efficient technology, and we are in the process of implementing various solutions like PeopleSoft HRMS, business intelligence solutions, e- learning solutions, customer feedback systems and mobile point-of-sale systems. There are some technologies on the evaluation stages and we would want to deploy. The evaluation for the same is going on for technologies like promotions and markdown optimization systems, CRM systems, analytical solutions, RFID-based solutions, mobile applications, and archival and retrieval solutions.

You follow best practices when it comes to security. What are your data security measures? Security is managed with a mix of technology and process/policy. We have deployed technology solutions to address the perimeter and internal security, and we continue to engage with users to highlight the awareness of good practices, which result in information protection. In a connected enterprise spread across multiple locations, security concerns will always exist. Moreover, an enterprise like us, where the customer is the focus, security becomes very critical. Therefore, we follow the best practices when it comes to security. Regarding management of IT risks, the first step is recognition and acceptance of the risk. We have defined criteria and teams responsible for monitoring key performance indicators.

How do you align technology deployment with your business goals? All the IT and telecom that we use is influenced by business requirements. No technology solution is adopted unless it has a direct correlation to our customers, employees or statutory compliance. Our business colleagues participate in every engagement and are part of the decision for every piece of technology we deploy. The exception to this is the decisions on basic computing and telecom infrastructure is where the technology team scans for available solutions and takes a decision. All our IT and telecom investments are linked with each other. All investments in IT are decided with our business teams. This ensures that we do not hit any roadblocks when deciding on our budgets. This includes telecom investments too on voice and data infrastructure.

As a retail chain, reliability on ERP becomes vital. What are you looking for in such implementations? Alignment of business processes and capabilities of the system are the primary decision criteria. If the system leaves open many manual processes, the ERP will not deliver to expectations. Thus, system mapping to existing and expected needs is a key step toward success. The seamless functioning of the system in terms of uptime and performance are basic hygiene factors.

What is your organization's outsourcing strategy? We outsource most of the operational activities, including facilities management and hardware maintenance, network, server and application administration and monitoring application development and sustenance.

How can convergence play a key role in attaining customer satisfaction and profitability for a retail chain like yours? We are exploring convergence technologies on how we can reach out to our customers more effectively at terms defined by the customer. Communication technologies, as they evolve, can influence the way we interact with our customers in the long term by connecting with them on demand and assisting them in their shopping experience enabled by our multi-channel storefronts.

What new technologies and value added services can a country like India expect? Web 2.0, RFID, converged communication, NFC (near field communications), and mobile applications are a few technologies that would further revolutionize IT in India. We intend to implement these technologies as and when they are required.

As I earlier mentioned, all technologies hold promise and retail organizations are watching them closely. Although some are already in experimental stages, we would implement them as they become successful and ready for deployment.

Ruchi Phadke [email protected]

http://www.slideshare.net/amit1nayak/CRM-in-Retail-Industry

CRM Software At Shoppers Stop

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