Omnichannel Transformation — FabIndia
Visual: unified inventory dashboard, click-and-collect UX, and order flow.
Client Overview
FabIndia is a homegrown retail chain focused on handcrafted and artisanal products. With omnichannel demand rising, FabIndia wanted a consistent experience across online and stores — specifically faster click-and-collect, improved stock visibility, and unified customer data for personalized experiences.
Challenge
Siloed inventory systems led to inaccurate online stock, slow click-and-collect fulfillment, and inconsistent customer experiences. The operations team needed reliable routing of orders to the nearest store, unified pickup SLAs, and the ability to offer in-store personalization based on online signals.
Solution — Unified Inventory & Fulfillment Fabric
We implemented an inventory orchestration layer that provided a single source of truth for stock across channels, intelligent order routing for click-and-collect, and a customer profile system to surface relevant suggestions at pickup.
Core modules
Approach
- Inventory reconciliation and SKU canonicalization across systems.
- Pilot click-and-collect in 20 stores to tune routing and SLA logic.
- Integrate pickup confirmations and POS-level acknowledgements to clear reserved stock.
- Roll out customer profile cards at pickup kiosks to present personalized offers.
Technology stack
Implementation — Steps
Phase 1 — Reconciliation & Pilot Setup (Weeks 1–8)
Reconciled SKU IDs and stock counts, and built pilot routing rules for a subset of stores.
Phase 2 — Router & SLA (Weeks 9–20)
Delivered order routing, SLA estimation, and pickup confirmation flows that reduced failed pickups and stock mismatches.
Phase 3 — Customer Profile & Pick UX (Weeks 21–30)
Integrated online behavior into pickup kiosks and trained staff on pickup prioritization.
Phase 4 — Network Rollout (Weeks 31–40)
Expanded across the store network and introduced marketplace inventory sync to increase sell-through.
Impact & Results
35%
Reduction in failed click-and-collect orders
22%
Faster pickup SLA adherence
15%
Increase in basket size at pickup (personalized offers)
10 months
Time to network rollout
Qualitative outcomes
- Customers enjoyed predictable pickup times and received relevant offers at the moment of collection.
- Stores improved resource planning with clearer pickup lane dashboards.
- Marketplace sellers saw improved visibility with unified inventory routing.
Client Testimonial
Key Highlights & Learnings
- Canonical SKU mapping is foundational — invest time early to avoid persistent sync issues.
- Pilot routing rules in a controlled set of stores to tune SLA and reduce failed pickups.
- Customer profile cards at pickup are a low-friction way to increase conversion in-store.