Omnichannel retail is no longer just a retail buzzword. For enterprise brands, it's the standard for modern commerce. Today's customers expect to discover products on a website, compare them on a mobile app, check availability at a nearby store, buy through their preferred channel, and receive consistent support throughout their journey.

Meeting these expectations takes more than selling across multiple channels. It requires an omnichannel ecommerce platform that brings together inventory, orders, customer data, and fulfilment into a single, connected ecosystem.

The brands leading India's retail industry in 2026 understand this well. They've gone beyond simply adding more sales channels to build unified commerce operations where every touchpoint works together. Whether customers shop online, in-store, or through a marketplace, they enjoy a seamless experience while the business runs on one connected system.

In this blog, we'll explore five of India's leading omnichannel retail brands, the strategies behind their success, and the lessons enterprises can apply to build a truly connected retail business.

Why Every Enterprise Needs an Omnichannel Ecommerce Strategy

The shift to omnichannel isn't driven by trends alone- it's backed by measurable business outcomes. Here are some key statistics that explain why enterprises are embracing connected commerce.

• 73% of Indian shoppers use multiple channels before buying
• 64% complete purchases across two or more channels
• 50%+ research online before buying in-store
• 77% discover products through social media
• 72% discover products on WhatsApp
• 73% higher spending from multi-touchpoint shoppers
• 25.5 billion mobile app downloads in India in 2025
• 71% are comfortable shopping with AI assistants

Source Alvarez & Marsal, Meta, Data Reportal, Capgemini

Takeaway: These trends make one thing clear: customers no longer shop in a straight line. Enterprise retailers that connect every touchpoint with a robust omnichannel ecommerce strategy are better positioned to drive loyalty, conversions, and long-term growth.

Top 5 Omnichannel Retail Brands in India

India's leading retail brands follow different omnichannel ecommerce strategies, but they all share one common goal: delivering a connected shopping experience across every customer touchpoint. 

Let's explore how these brands are putting omnichannel strategies into action:

1. Reliance Retail 

Reliance Retail has built one of India's largest omnichannel retail ecosystems by connecting its online platforms with a vast network of physical stores. Whether customers shop for fashion on AJIO, electronics through Reliance Digital, groceries from Smart Bazaar, or apparel at Trends,  they enjoy a seamless experience across online and offline channels.

Reliance Retail's Omnichannel Retail Strategies:

• Reliance Retail makes shopping seamless by connecting its websites, mobile apps, and 19,000+ retail stores, allowing customers to shop online, collect orders from nearby stores, or get products delivered to their doorstep. 
• Through its JioMart platform, customers can order groceries online while leveraging nearby Reliance stores for faster fulfilment and improved product availability.
• Reliance Retail uses a unified inventory system across its retail network, enabling customers to check product availability at nearby stores and receive faster deliveries.
• Its loyalty programmes and personalised offers work across multiple brands and channels, helping customers enjoy a consistent shopping experience whether they buy online or visit a physical store.

2. Croma

Croma has transformed electronics retail by combining its online marketplace with a strong network of experience stores across India. Customers can research products online, compare specifications, seek expert advice in stores, and choose the most convenient way to purchase, collect, or return products.

Croma's Omnichannel Retail Strategies:

• Croma connects its ecommerce website, mobile app, and 550+ retail stores to provide services like store pickup, home delivery, and hands-on product experience. 
• Customers can check real-time product availability at nearby stores, book products online, and complete their purchase either digitally or at a physical outlet.
• The brand offers expert consultations across digital and in-store channels, helping customers make informed buying decisions for high-value electronics and appliances.
• Croma also integrates after-sales services, installation support, and warranty assistance across online and offline touchpoints, creating a consistent customer experience throughout the buying journey.

3. Nykaa

Nykaa is one of India's leading beauty and lifestyle retailers with a strong omnichannel presence across online and offline channels. By connecting its websites, mobile app, and retail stores, Nykaa delivers a seamless shopping experience for its customers.

Nykaa’s Omnichannel Retail Strategies :

• Nykaa connects its online stores and physical shops to guide customers throughout their buying journey. Whether customers are reading beauty guides, watching tutorials, trying products virtually, or visiting a nearby store, every touchpoint works together to create a personalised shopping experience.
• They introduced virtual try-on technology on omnichannel ecommerce touchpoints that uses an advanced face tracker algorithm that detects lips, eyes, cheeks, and hair and applies virtual cosmetics, to give a real-time, true-to-life view of the products.
• Nykaa also introduced Routine Finder, which recommends personalised skincare, haircare, and wellness routines based on customers' needs. 

4. Lenskart

Lenskart is one of India's leading omnichannel eyewear retailers. Customers can browse products online, visit stores to try frames, book eye tests, and choose the shopping experience that suits them best. 

Lenskart’s Omnichannel Retail Strategies :

• Lenskart has expanded its retail network to 2,000+ stores across India and international markets, enabling customers to experience products before making a purchase.
• The brand offers an AI-powered 3D Virtual Try-On that lets customers see how different frames look on their face before buying, making online eyewear shopping more interactive.
• Customers can shop online or in stores and enjoy a seamless experience across both channels, including easy exchanges, returns, and after-sales support.

5. Pepperfry

Pepperfry is one of India's leading omnichannel furniture and home décor retailers. By connecting its online marketplace with experience studios across the country, Pepperfry offers customers a seamless shopping experience across digital and offline stores.

Pepperfry’s Omnichannel Retail Strategies :

• Pepperfry has expanded its network to more than 200 studio stores across 100+ cities, giving customers multiple touchpoints to explore furniture before making a purchase. 
• Pepperfry offers design consultations, expert assistance, and virtual interactions to help customers make informed furniture buying decisions.
• Pepperfry also uses augmented reality, 3D visualisations, virtual try-ons, and product demos to help customers visualise furniture in their homes before making a purchase. 

These leading retail brands have taken different approaches to omnichannel commerce based on their customers and business needs. Their strategies offer valuable insights for enterprises looking to improve customer experiences, optimise operations, and build scalable retail journeys. 

How Can Enterprises Build a Successful Omnichannel Retail Business 

Enterprises can build a successful omnichannel retail business by delivering consistent shopping experiences across every customer touchpoint while unifying sales, inventory, fulfilment, marketing, and customer support on a single platform. This improves operational efficiency, increases customer retention, boosts conversions, and drives long-term business growth. 

However, achieving this requires an ecommerce platform built on a unified and scalable architecture that keeps every channel, system, and business operation connected. StoreHippo AI-powered omnichannel ecommerce platform is built to do exactly that. With built-in enterprise features, easy to use and quick to launch solutions, it helps brands unify commerce operations, streamline workflows, and deliver seamless customer experiences across every touchpoint.

Here's how StoreHippo helps enterprises build and scale omnichannel retail:

1. Build Mobile-First Omnichannel Shopping Experiences 

Today's customers move between websites, mobile apps, WhatsApp, voice commerce, and AI-powered shopping channels before making a purchase. Enterprises need fast, consistent, and connected shopping experiences across every touchpoint. StoreHippo's mobile-first, headless ecommerce platform helps brands deliver seamless omnichannel journeys while managing all channels from a single backend.

How StoreHippo Powers Mobile-First Omnichannel Commerce:

• Sell Across Every Channel: Launch and manage your business across websites, mobile apps, Progressive Web Apps (PWAs), WhatsApp, marketplaces, voice commerce, and AI-powered commerce channels from a unified platform.
• Responsive Storefronts, PWAs and Mobile Apps: Build fast, mobile-friendly websites, PWAs, and native Android and iOS apps with a built-in mobile app builder that deliver seamless shopping experiences across every device.
• Headless and API-First Architecture: Create channel-specific shopping experiences while centrally managing products, inventory, pricing, and orders from a single backend.
• Unified Customer Experience: Deliver consistent product information, pricing, inventory, carts, and order tracking across every online and offline touchpoint.

2. Personalised Marketing Across Channels

Modern customers expect relevant experiences wherever they interact with a brand. Whether they shop through websites, mobile apps, WhatsApp, marketplaces, or physical stores, personalised recommendations, offers, and communication help increase engagement, conversions, and customer loyalty. StoreHippo enables enterprises to deliver AI-powered, data-driven marketing experiences consistently across every customer touchpoint.

How StoreHippo Powers Personalised Omnichannel Marketing:

• AI-Powered Product Discovery: Deliver intelligent search, personalised product recommendations, and AI shopping assistants that help customers quickly find relevant products.
• Personalised Promotions and Offers: Create targeted discounts, coupons, loyalty rewards, and promotional campaigns based on customer behaviour, purchase history, location, or preferences.
• Multi-Channel Customer Engagement: Reach customers through WhatsApp, email, SMS, push notifications, etc with personalised campaigns and real-time updates.
• Consistent Customer Experiences: Deliver personalised content, offers, and shopping journeys across websites, mobile apps, marketplaces, social commerce, and physical stores.

3. Seamless Customer Support Across Every Channel

Customers expect quick and consistent support wherever they interact with a brand. StoreHippo omnichannel ecommerce platform helps enterprises to manage customer conversations across multiple channels while maintaining context throughout the journey.

How StoreHippo Simplifies Customer Support:

• Unified AI Powered Dashboard: Manage, monitor, and act on conversations across every channel from central command center powered by agentic intelligence 
• AI-Powered Assistance: Build custom AI chatbots to answer queries, recommend products, resolve common issues, and provide 24/7 support.
• Connected Conversations: Maintain customer history across channels to deliver faster and more personalised support.

Customers expect brands to provide consistent support experiences across every channel they use. StoreHippo's omnichannel ecommerce platform helps enterprises connect customer interactions across WhatsApp, social media, SMS, email, etc to deliver seamless support. 

4. Enable Flexible Omnichannel Order Fulfilment

Customers expect fast, flexible, and convenient delivery options regardless of where they place an order. StoreHippo offers end-to-end fulfilment solution, helping enterprises to manage orders from every sales channel, optimise deliveries, and offer multiple fulfilment options through a single unified platform.

How StoreHippo Simplifies Fulfilment:

• Unified Order Management: Manage orders from websites, mobile apps, marketplaces, social commerce, and stores through a single dashboard.
• Integrated Logistics Solutions: Connect with 30+ pre-integrated logistics partners to streamline fulfilment, optimise deliveries, and provide reliable shipping experiences across locations.
• Automated Order Routing: Automatically assign orders to the nearest store or warehouse based on inventory availability and customer location

5. Streamlined Inventory and Order Management

Managing inventory across multiple sales channels, warehouses, and stores can quickly become complex as your business grows. StoreHippo's built-in inventory and order management system helps enterprises maintain real-time inventory visibility, automate order processing, and fulfil orders accurately from a single unified dashboard.

How StoreHippo Simplifies Operations:

• Real-Time Inventory Management: Tracks stock levels, syncs data across multi-store or multi-vendor networks to prevent overselling.
• Automated Order Processing: Simplifies order allocation, fulfilment, invoicing, and status updates to improve operational efficiency.
• Enterprise Integrations and Analytics: Connect with ERP, CRM, accounting, and marketing tools, etc while gaining insights into sales and inventory performance.

6. Accelerate Omnichannel Growth with AI-Powered Commerce 

AI is transforming how enterprises attract customers, personalise shopping experiences, automate operations, and improve business efficiency. StoreHippo's AI-powered omnichannel ecommerce platform helps enterprises use intelligent automation across every stage of the customer journey.

How StoreHippo Helps Enterprises Leverage AI:

• AI-Powered Discovery: Improve product search with intelligent recommendations, personalised feeds, and relevant product suggestions.
• AI Shopping Assistants: Create custom AI-powered assistants that help customers discover products, compare options, and make faster purchase decisions.
• AI Automation: Automate image enhancement, catalogue creation, and repetitive workflows to save time and improve operational efficiency. 

Conclusion 

Building a successful omnichannel retail business is no longer about being present on multiple channels. It's about connecting every customer touchpoint, business process, and sales channel to deliver seamless shopping experiences while keeping operations simple and efficient.

StoreHippo's AI-powered omnichannel ecommerce platform helps enterprises achieve exactly that. From mobile commerce and headless architecture to unified inventory, flexible fulfilment, AI-powered automation, and enterprise integrations, it provides everything businesses need to build, manage, and scale a profitable omnichannel retail business. Whether you are expanding into new markets, launching new sales channels, or adopting new business models, StoreHippo grows with your business every step of the way.

Ready to scale your omnichannel retail business? Book a personalised demo with StoreHippo now. 

FAQs

1. How can enterprises start implementing an omnichannel ecommerce strategy for their brand?

Enterprises can start implementing an omnichannel ecommerce strategy by mapping their customer journey, identifying the channels their customers use most, and choosing an ecommerce platform that unifies sales, inventory, customer data, and operations. This creates a consistent shopping experience across every touchpoint while making it easier to scale and manage the business efficiently. 

 Here is a 7-point guideline to help enterprise businesses go omnichannel in a hassle-free manner:

• Leverage data analytics to understand customer behavior, buying trends and expectations
• Identify and build new touchpoints that align with your brand’s goals and target audience
• Design a strategy that offers a seamless and consistent customer experience across all touchpoints
• Look for an omnichannel ecommerce platform that provides agile solutions, scalability and flexibility to create a resounding omnichannel presence
• Ensure the platform not only provides ecommerce solutions but also helps in creating unified customer experiences across channels
• Go with an omnichannel platform offers seamless integration with your existing systems
• Streamline and consolidate all customer touchpoints into a common central dashboard for efficient management of inventories and orders across channels

2. What features should enterprises prioritise when selecting an omnichannel ecommerce platform for their business?

Enterprises should prioritise an omnichannel ecommerce platform that offers multi-channel selling, centralised inventory and order management, mobile-first experiences, AI-powered personalisation,  multilingual capabilities, a unified dashboard, flexible checkout and payment options, built-in marketing tools, easy customisation, and Seamless integrations, etc. These capabilities help deliver consistent customer experiences while simplifying operations and supporting long-term business growth. StoreHippo omnichannel ecommerce platform provides all these features to help enterprise brands add new touchpoints easily.

3. How can enterprises use AI to personalise omnichannel customer experiences?

Enterprises can use AI to personalise every stage of the customer journey by recommending relevant products, delivering tailored offers, powering intelligent shopping assistants, and automating customer support. This helps increase customer engagement, improve conversions, boost retention, and create consistent experiences across all sales channels.

4. How much time will it take to create new mobile touchpoints for an omnichannel enterprise brand?

Enterprises can create new mobile touchpoints in a matter of days or weeks, depending on their requirements and level of customisation. With a mobile-first ecommerce platform like StoreHippo, which offers built-in app builders, PWAs, ready-made themes, and no-code tools, businesses can launch mobile websites and apps in 6-8 weeks without lengthy development cycles. 

Here is what you get with StoreHippo omnichannel solutions:

• Quickly build and launch your brand’s iOS and Android apps
• Turn your store into PWA to reach customers even in areas of low internet connectivity
• Get admin mobile apps for vendors and your admin teams to run the business on the go
• Build custom delivery boy management app to manage your vendors team of delivery boys for hyperlocal deliveries

5. Will building new customer touchpoints for an omnichannel strategy take a lot of time and money?

No. Building new customer touchpoints for an omnichannel strategy doesn't have to be time-consuming or expensive. In fact, the time, cost, and effort largely depend on the ecommerce platform you choose. While some platforms require extensive redevelopment, modern headless platforms let enterprises expand much faster using existing infrastructure.

Traditional monolithic platforms often require separate development for every new touchpoint, making expansion slower and more expensive.

With StoreHippo's headless omnichannel ecommerce platform, you can reuse the same backend and APIs across multiple touchpoints while creating a customised frontend for each channel. This enables faster launches, lower development costs, and the flexibility to scale your omnichannel presence without rebuilding your ecommerce infrastructure every time.

6. How much time will it take to implement personalisations across different omnichannel touchpoints?

The time taken to implement personalisations varies greatly based on the personalisations you plan to implement and the omnichannel platform you are using. Brands using StoreHippo get certain built-in features to implement personalisations like the discount engine, abandoned cart follow-up, wishlist, dynamic marketing landing pages, etc.

For advanced personalisations, StoreHippo offers customisations on a pro rata basis which is charged on top of subscription costs.  

Updated on: Jul 23, 2026

by Pallavee Kumar

Pallavee Kumar brings over 20 years of hands-on ecommerce experience, helping businesses build and launch successful multi vendor marketplaces.

She shares practical insights on omnichannel commerce, customer experience, and the strategies businesses need to adopt to create connected shopping journeys and scale their ecommerce operations.