Urban Ladder: Blending Digital Convenience with In-Store Experience
Urban Ladder, founded in 2012, is a leading Indian omnichannel furniture brand based in Bengaluru. Starting online, it expanded to 50+ offline stores across major cities by 2017, combining digital ease with in-store experience to stand out in the home décor market
Business Challenges
Urban Ladder sought to enhance its customer experience across both digital and physical retail spaces. The challenge was to effectively scale its operations, ensure high-quality service across all touchpoints, and stay ahead of the competition in a fast-growing, competitive market
Urban Ladder ensures that its product range reflects contemporary design and superior craftsmanship. The brand’s commitment to quality and aesthetic appeal has allowed it to build a loyal customer base. Customization options for furniture pieces further cater to individual customer preferences, ensuring a personal touch in every purchase
Urban Ladder integrated both online and offline channels, allowing customers to shop seamlessly between the two. The introduction of physical retail stores complemented its strong e-commerce presence, providing customers with a tactile shopping experience while benefiting from the convenience of online shopping
Urban Ladder implemented an Augmented Reality (AR) feature within its mobile app, enabling customers to visualize how products would look in their homes before purchasing. This innovation has reduced guesswork, increased customer confidence, and driven higher conversion rates
The brand offers customizable furniture options (colors, finishes, sizes) and ensures free delivery, assembly, and installation services. This end-to-end service enhances the overall customer experience, ensuring convenience and satisfaction
With its acquisition by Reliance Retail in 2020, Urban Ladder has leveraged the Reliance ecosystem, expanding its reach and presence across multiple channels. This integration has amplified its visibility and brought greater convenience to customers
Key B2B Enhancements via JCP Integration:
Strategic Developments and Achievements
Expansion Through Reliance Acquisition
In 2020, Reliance Retail acquired a 96% stake in Urban Ladder, enabling it to scale rapidly and leverage Reliance’s vast supply chain and retail network
Expansion of Physical Retail Presence
Urban Ladder has scaled its retail footprint to 50+ stores across metro and emerging cities, with a target of 100 by 2024. These experience centers let customers explore products firsthand, reinforcing its omnichannel strategy
Broadened Product Range & Institutional Sales
Urban Ladder now offers 40,000+ products across categories and has entered the B2B space, supplying bulk orders to corporate offices and real estate developers as part of its institutional expansion
Key Metrics and Business Performance
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Conclusion
Urban Ladder has successfully positioned itself as an omnichannel leader in the Indian furniture and home décor market. By combining online and offline channels, introducing innovative features like AR shopping, and offering end-to-end services, Urban Ladder has significantly enhanced its customer experience. The Reliance acquisition and subsequent expansion have further strengthened its growth trajectory. With continued innovation and a customer-first approach, Urban Ladder is poised for even greater success in the future