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FNP (formerly Ferns N Petals) was established in the year 1994 by Vikaas Gutgutia with a vision to serve consumers with the best quality and a variety of floral arrangements. He identified and ascertained the existing gaps in the market and availed the opportunity to open the first floral boutique in Delhi, introducing a new edge to the flower gifting culture in the country.
Today FNP has evolved into a new-age multi-category gifting brand with over 400+ stores in more than 130 cities pan India. With a strong international presence in UAE, Saudi Arabia, Qatar and Singapore. FNP offers a range of well-curated, well-designed 1.5 lakh products across various categories, such as cakes, flowers, plants, gourmet chocolates, premium gift hampers, and personalized merchandise.
The Birth of an Online Gifting Platform
FNP.com was launched in 2001 which marked a significant milestone, providing individuals with a virtual space to express their sentiments creatively. The inspiration behind the launch of the e-commerce business of the brand stemmed from Vikaas’s desire to bridge the gap between long distances and enable individuals to celebrate special moments with their loved ones, regardless of geographical constraints. FNP became more than just a brand; it became synonymous with shared moments, an avenue for people to connect and make memories. Presently, FNP.com has 8.5 million happy customers.
In an industry where tradition often takes center stage, FNP dared to be different. The brand’s innovative spirit manifested in its commitment to offering not just products but experiences. Each offering was carefully curated to evoke emotions, making FNP not merely a gifting platform but a storyteller, narrating tales of love, celebration, and togetherness.
Vikaas Gutgutia, Founder and Managing Director, FNP shared insights into the strategic decision to establish the brand’s online vertical “As an early entrant into the floral and gifting industry, I recognized the need to position our brand as the global florist accessible to all. The shift online, especially during the emergent phase of e-commerce, inspired the inception of FNP.com in 2001. Today, our e-commerce business stands as the largest revenue driver, a testament to our commitment to convenience. In the initial years, we focused on learning, meeting demands, and expanding our network of florists and franchisee partners nationwide. We strategically added more stores, pin codes, and delivery partners to facilitate comfortable nationwide delivery. Our dedication to building trust and expanding our network has propelled us not only to deliver flowers, gifts, and cakes across India but also internationally”
But the journey of growth was not so easy!
A Tale of Resilience and Emotion
FNP’s journey had its share of challenges. In the dynamic landscape of e-commerce, where convenience and reliability are paramount, the online business encountered hurdles that tested its resilience. Frequent transaction failures, low success rates, and the complexity of international payments posed threats to both customer trust and financial stability.
The Turning Point: Rethinking Strategies
In this quest for seamless connections, Razorpay emerged as more than a solution; it also became a source of transformation and trust for FNP. The decision to explore a partnership with Razorpay wasn’t merely strategic; it was fueled by the heartbeat of positive client testimonials and the resonating reputation of Razorpay as an empathetic problem-solver. The collaboration aimed to tackle existing issues and revolutionize FNP’s payment processes, making them efficient, reliable, and transparent for customers.
Chirantan Sharma Head of Product Management, FNP said “At FNP, we believe in prioritizing customer experience. Recognizing the pivotal role of payments in the overall journey, our partnership with Razorpay has elevated the game, ensuring seamless transactions and enhancing customer satisfaction.”
Crafting FNPs Success With Layered Emotion
As FNP and Razorpay joined forces, it was not merely a collaboration but a symphony of shared visions. Razorpay’s innovative toolbox including the Payment Gateway, Razorpay Wallets, Accelerated Reward Platform, and UPI Turbo became the instrumental notes that harmonized with FNP’s needs. Together, they redefined payment processes, optimized costs, and provided valuable insights, crafting a new narrative of efficiency, reliability, and transparency.
The partnership with Razorpay resulted in notable growth metrics across FNP’s payment success rates. In the domestic market, FNP experienced a 5% increase in success rates, reflecting the efficiency and reliability of Razorpay’s payment solutions. Furthermore, on the international front, FNP saw a 10% rise in success rates, reflecting the effectiveness of Razorpay’s services in cross-border transactions. Overall, Razorpay’s partnership with FNP resulted in a staggering 20% YoY for the gifting giant.
Overcoming challenges, together!
During the implementation of 3D secure payments, FNP encountered challenges that were swiftly addressed by Razorpay through their prompt responses and collaborative approach. Within a matter of days, a resolution was achieved, which included the activation of two-factor authentication for international cards, leading to a significant reduction in fraud instances. The process of setting up the wallet was exceptionally smooth, with the Razorpay team promptly addressing any issues that arose.
Furthermore, the Razorpay team, dedicated to enhancing the payment experience for the users, provided valuable insights and constructive suggestions for improvement. Their commitment to delivering efficient solutions and proactive engagement has consistently strengthened their position as a valuable partner in elevating FNP’s payment processes.
The Razorpay-FNP collaboration is a story of transformation, innovation, and growth. By addressing and overcoming payment challenges, Razorpay has not only streamlined the gifting giant’s operations but has also played a pivotal role in enhancing customer trust and satisfaction. As technology continues to shape the future of businesses, collaborations like Razorpay and FNP pave the way for a seamless and customer-centric payment landscape.
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