Vishal Peripherals, established in 1998, is a trusted distributor and retailer of computer peripherals in India. While excelling in traditional retail, the company faced multiple roadblocks when transitioning into the eCommerce space. They realised that consumer trends were shifting online, particularly in the gaming and computer accessories sector, which was experiencing exponential growth. The company’s leadership recognised the need to evolve their business model to meet the demands of a younger, digitally savvy audience while maintaining their reputation for providing top-tier products.

Key challenges included:

Limited Technical Expertise

The internal team lacked the necessary technical knowledge to either develop or select the right eCommerce platform. This skill gap hampered their ability to implement and execute an effective online infrastructure for eCommerce operations.

Unoptimised Process 

Vishal Peripherals’ existing workflows were unsuitable for efficient eCommerce operations. These inefficiencies were limiting their ability to compete effectively online. For example, ensuring a seamless flow of inventory between physical and online operations is complex and so is managing shipping and logistics. Vishal Peripherals needed to partner with the right technology partner with experience in inventory management, return policies, and cost management.

Marketing and Customer Acquisition

With minimal experience in digital strategy, Vishal Peripherals faced difficulty in gaining visibility in the crowded online marketplace, where competition is fierce, and customer expectations are high. This required experience in building SEO, social media presence, and paid campaigns.

Vendor Management Issues 

Previous attempts with other IT vendors fell short, causing delays and disruptions. This ultimately led to a loss of confidence in their ability to create a successful online platform.

Cultural Shift 

The organisation had been accustomed to a traditional retail model for decades, and the shift to eCommerce required not only a change in processes but also in mindset. The internal culture was not initially prepared to embrace the fast-paced, data-driven, and customer-centric nature of eCommerce operations. Employees needed to adapt to new technologies, and management had to foster a more innovative approach, something that was previously outside the company’s core competencies.