3 Lessons We Learned Building E-Commerce Platforms in India
by Sachin Rudramuni, Co-Founder / CTO
1. Understanding Local Market Dynamics is Crucial
When we launched Foodbind, our food delivery platform, we quickly realized that Indian customers have unique expectations and behaviors. Unlike global platforms, we discovered that personal relationships and trust play a massive role in customer retention.
We learned that customers preferred talking to a real person before placing their first order, especially for higher-value purchases. This insight led us to integrate WhatsApp-based customer support and phone verification as core features rather than afterthoughts.
Top tip
Always include local payment methods like UPI, Paytm, and cash-on-delivery in your e-commerce platform. These aren't just nice-to-haves - they're essential for Indian market success.
2. Technology Must Adapt to Infrastructure Reality
Building Chillbasket taught us that India's diverse infrastructure requires flexible technology solutions. While metro cities have excellent internet connectivity, Tier 2 and Tier 3 cities often face connectivity challenges that can break standard e-commerce experiences.
We learned to build lightweight, progressive web apps that work seamlessly on 2G networks. Our platforms now include offline capabilities, image compression, and smart caching to ensure smooth user experiences across all network conditions.
The biggest revelation was that mobile-first isn't just a design principle in India - it's a survival necessity. Over 80% of our transactions came from mobile devices, often with limited data plans.
3. Operational Excellence Determines Success
Our experience with both Foodbind and client projects like BSC Textiles showed us that technology is only 30% of e-commerce success. The real challenge lies in operations - inventory management, logistics coordination, and customer service.
We discovered that building robust admin panels and analytics dashboards is as important as the customer-facing app. Real-time inventory tracking, automated reorder points, and integrated logistics APIs became our standard features after seeing clients struggle with manual processes.
For traditional businesses transitioning online, like our 80-year-old textile client, we learned that gradual digital transformation works better than complete overhauls. Starting with basic e-commerce functionality and gradually adding advanced features led to better adoption and success rates.
