The brand is one of India’s leading medical apparel companies, known for its scrubs, lab coats, underscrubs, accessories, and stethoscopes designed specifically for healthcare professionals. It has built a strong presence online and is now rapidly expanding its offline retail footprint across the country.

As the brand moved into physical retail, they needed an operations partner who could match their pace and their customers' expectations.

The challenge: Backend wasn't keeping up

When the brand started opening physical stores, they ran into friction they had not faced as a D2C brand. Three problems stood out.

Inventory mismatches

The stores were running on Shopify POS, but inventory was not syncing cleanly. What was available online did not always match what was on the shelf and that created confusion at the store level.

No streamlined order flow

Across stores, there was no unified system to manage orders, billing, or fulfillment. Every store was independently navigating its own challenges.

Customization with no system behind it

About 80% of the brand’s in-store customers wanted their name embroidered or printed on their purchase. This was not a niche request, it was a core part of the brand experience. But there was no reliable process to capture, process and fulfil these orders at scale.

They needed a partner who could solve these problems without disrupting what was already working and who could build for where the brand was headed, not just where it was.

The solution: Fynd built a complete retail stack

Fynd came in not just as a technology vendor but as a retail operations partner. The approach was practical: understand the brand's specific workflows, then build around them.

Shopify sync via Konnect

Fynd's Konnect platform ensured that every order placed at the store was automatically pushed to Shopify, keeping inventory accurate and operations clean across channels.

Customization, handled end to end

Fynd built a workflow to capture customization requests in-store (name printing/embroidery), process them, and fulfil them without breaking the regular order flow. For a brand where 80% of customers want this, it wasn't a nice-to-have - it was essential.

Billing ownership for store teams

Store staff were given a billing process they could actually run. This reduced dependency on central teams and made each store more self-sufficient.

Store credits synced to Shopify

Fynd enabled the brand’s loyalty programme - store credits to sync directly with Shopify. This is something few brands in Fynd's portfolio have activated, and it gives the customers a seamless rewards experience whether they shop online or in-store.

On-ground training, built for scale

Fynd ran multiple rounds of training for the store teams, both product-level and feature-level. As new stores come on board, the training framework is already in place to bring them up to speed quickly.

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Retail operations built for brands that are ready to grow.

The Impact: Real growth with solid operations

9 to 20 stores went live 

The brand scaled from its initial 9 stores to 20 active retail locations, with each new store onboarded on the same systems and workflows.

31k+ orders in year one

The brand fulfilled over 31k+ orders in the first year of going live with Fynd- across stores, with customization built into the flow.

Store teams running independently 

Fynd's training program, covering both product knowledge and platform features, has equipped store staff to manage billing, orders and customer workflows on their own.

Consistent customer experience

Whether a customer shops online or walks into a store, they get the same experience, including in-store name customization and loyalty rewards synced across channels.

The expansion is a clear example of what physical retail can look like when the right systems are in place from the start. The brand did not just want more stores, they wanted every store to deliver on the same promise their online customers already knew.

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