Contact us

      Retail and home improvement brands increasingly recognise that customer experience is the new competitive advantage. Yet for many, fragmented sales channels and disconnected engagement platforms create broken purchase journeys and limit growth. Despite strong market presence, the organisation struggled with siloed customer touchpoints across online, offline, and experiential retail channels. Technology adoption was limited, and data‑driven decision‑making remained aspirational rather than operational.

      KPMG in India partnered with the client to design and deliver a tech‑enabled omnichannel ecosystem, unifying engagement, boosting adoption, and driving measurable business impact.

      The challenge

      The customer experience was fragmented across 4–5 independent sales channels. Lack of integration between platforms led to broken purchase journeys and inconsistent engagement. Limited use of technology further constrained the ability to personalise experiences or leverage analytics for strategic decisions.

      Leadership wanted more than operational fixes. The goal was to create a best‑in‑class omnichannel experience that could strengthen brand positioning and deliver tangible revenue growth.

      Our approach

      KPMG in India deployed seven tailored technology initiatives aligned to the unique channel structure. These included:

      • Lead Management System (LMS) to streamline lead capture and conversion
      • Customer Data Platform (CDP) to unify customer profiles and enable personalised engagement
      • Additional digital enablers to integrate touchpoints across online, offline, and experiential channels

      The focus extended beyond deployment to adoption and scale, leveraging KPMG in India’s deep sector expertise to ensure solutions were embedded into day‑to‑day operations.

      Driving strategic impact

      The transformation was designed with a clear emphasis on:
      finance

      Revenue impact and brand positioning, not just operational efficiency

      control_camera

      Omnichannel integration, creating a seamless experience across all customer touchpoints

      biotech

      Scalable adoption for technology investments delivered sustained value

      The engagement delivered significant business impact:
      auto_graph

      Projected revenue growth of ₹400 Cr+ over 18 months, representing ~20 per cent of the current business

      description

      Creation of a best‑in‑class omnichannel customer experience, positioning as the preferred brand in bathware

      Key Contact

      Nikhil Sethi
      Nikhil Sethi

      National Leader Consumer Goods and Co-Lead Customer & Operations

      KPMG in India

      Connect with us

      Contact our specialists for more information

      Contact us
      connect with us