Case Study: Shoppers Stop achieves 2X jump in CRM revenue contribution with WebEngage

Leading Retail Chain Shoppers Stop Sees 2X Jump In CRM Revenue Contribution

Shoppers Stop is a leading Indian fashion and lifestyle retail chain that set out to deliver a true omnichannel experience and boost retention-driven revenue. The team faced fragmented customer data, multiple disparate tools, poor push delivery, weak segmentation and personalization, and inefficient, non-scalable campaign workflows that were limiting CRM impact and increasing acquisition costs.

By adopting WebEngage—using Journey Designer, push and email orchestration, segmentation, cohorts, funnel analysis and a recommendation engine—Shoppers Stop fixed deep-linking and event tracking, built complex cross-channel journeys (cart abandonment, PDP drop-offs, loyalty and re‑engagement flows), enabled rich push creatives and personalized product recommendations. The results included a 2X jump in CRM revenue contribution, CLCM contribution rising from 18% to 37%, 57% more CRM sessions, 90% higher order contribution, a 30% lift in CRM conversion, 3X iOS push revenue with push impressions up to 56%, 46% higher CTR on rich pushes, and significant CPR improvements (50% lower CRM cost per revenue; 13% reduction in overall CPR).

Shoppers Stop

Atul Shinde

Deputy General Manager - Omnichannel