24 |^ Progressive Grocer^ |^ Ahead of What’s Next^ |^ July 2019
Cover Story
Key Initiatives by LOTS India
STORES OPENINGS In line with its international
strategy, LOTS India has adopted a cluster
approach for expansion in the regions where its
stores will operate. Along with the cluster approach,
it is empowering its members with the required
infrastructure and services to strengthen the
brand’s presence. Catering to the specifi c needs of
customers, LOTS India has successfully opened 3
stores in a short span of six months of operations.
Th is has further fortifi ed its position to become
the fastest growing cash & carry player in India.
Th e company’s focus is to expand in north India
fi rst with operations in Delhi-NCR, followed by
Haryana, Punjab and Rajasthan in the coming
years. Following its robust expansion plan in India,
LOTS has become the fi rst cash & carry player to
open a warehouse supported by its fi rst collection
center in Haryana.TECHNOLOGY ADOPTION Th e company believes
that great customer experience comes from blending
technology with a personalized touch and experience.
With the core ideology of having technologically
driven innovation at the center of its business model,
it is merging new age technology across all functions
to provide a seamless shopping experience to its
customers to enhance their overall service experience.
Integrating personalization with its business strategy,
LOTS has launched its state-of-the-art business
development application (BDA) to deliver quality
products and services to its members and partners.
Th e company’s e-commerce portal coupled with
its mobile application will further provide an
opportunity to members to shop at their convenience.
LOTS’ technological adoption also focuses on geo-
tagging of customers, digitized back-end solutions
at the stores and tech-enabled workforces to serve
all categories of customers. Summing up the above,
LOTS wants to be a true omni-channel retailer in
India, which is the future of retail.SUPPLY CHAIN MANAGEMENT Supply Chain
is the backbone of any retail business and thus it
is imperative to have an effi cient supply chain to
facilitate movement of products leading to increased
consumer consumption with better market access.
LOTS has implemented a fl exible, scalable and
sustainable strategy to keep ahead of the constant
change in the retail landscape, customer needs and
behavior. Th is has further helped the company
to ensure an eff ective supply chain and a well-
managed inventory system. LOTS’ direct supply
chain gives the benefi t of better-quality fresh
produce at the best prices. It is also the only cash &
carry player to implement a full-fl edged distribution
network that handles multiple product categories
catering to various demands from its stores. Its
trucks are designed to carry fully-palletized lots
with department ready stock, which can instantly
replenish the store shelves. Th e LOTS centre has
real-time visibility of the shipment arriving at
the store, including the details of the SKU-wise
quantities to meet customer demand.PRIVATE LABEL/ OWN BRANDS Earlier this year,
as part of its business strategy, LOTS launched its
own private label to cater to customers looking for
greater value and high quality at an aff ordable price.
Its in-house brands Basic Plus & PlusMo are in
home cleaning, bakery and bakery products. Th is
has made LOTS the only cash & carry player to
introduce own brands in the fi rst year of operations.
Th ese brands off er premium products at a price
range that is 10-15% lower than the market price.
Based on the core philosophy of local love, these
brands have become LOTS members’ fi rst choice
in the respective categories. Th e company will soon
be introducing more products in diff erent categories
like drinking water, sauces, spreads, processed food,
breakfast solutions and disposables.CUSTOMER SERVICE With customer centricity
at the core of its business, LOTS has been making
eff orts to improvise its customer service every day.
Its current team comprises more than 30 highly
skilled relationship managers who are available to
assist its members & partners. At LOTS, the staff
believes in going where their customers are, hence
the team comprises a mix of in-house and on-fi eld
customer care executives to ensure a hassle-free
shopping experience. Integrating personalization
with its customer service, LOTS has created
multiple touch points for its partners, which include
a customer helpline, an online forum and dedicated
employees at the stores to provide instant solutions
for customers.LOTS has
launched its
state-of-the-
art business
development
application
(BDA) to
deliver quality
products and
services to its
members and
partners.