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Anjani Kumar Singh

Zigly story

Zigly: the full story

The business

Zigly is an omnichannel pet care business under Cosmo First Limited. It runs pet stores, vet clinics, grooming, an e-pharmacy, a website and an app. Most of its sales happen in stores. Online was a small share of the business in early 2025, which left plenty of room to grow without opening new stores.

Where things stood in April 2025

Website
A legacy Magento site that was slow and error-prone across the journey. Average engagement under 20 seconds, bounce rate close to 65%, very few orders. Paid campaigns had been paused.
Delivery
About 20,000 pincodes served from three warehouses (Delhi, Mumbai, Bangalore). High shipping cost, stock gaps, average delivery of 6.5 days.
Customer care
About 60% of calls dropped. Issues tracked in spreadsheets. Social media answered platform by platform.
Service booking
About 75% of calls to customer care were simply to book a vet or grooming appointment.
Retention
60% of customers were new and 40% were repeat.

The team

A product and design lead, four developers and one QA engineer, working with customer care, store operations, warehouses, clinics and a set of SaaS vendors.

What changed

  • Website bounce rateBeforeAbout 65%After28%
  • Average engagement timeBeforeUnder 20 secondsAfterAbout 3.5 minutes
  • Website conversion rateBeforeVery lowAfter4%
  • Daily product ordersBeforeApril 2025 levelAfterAbout 25×
  • Daily online orders, all typesBeforeApril 2025 levelAfterAbout 52×
  • Average delivery timeBefore6.5 daysAfter2.5 days
  • Calls to customer careBeforeApril 2025 levelAfterAbout 70% lower
  • Dropped callsBefore60%After15%
  • Average time per ticketBefore4 minutesAfter1.5 minutes
  • Repeat customersBefore40%After60%

Today's daily online order mix: products about 48%, medicines about 36%, appointments about 16%.

A note on these numbers. Order growth is measured from a small starting base and reflects the new website together with the services and pharmacy added to it. Several results came from more than one change, and the case studies say so where that applies. Absolute volumes and revenue are not shared here.

How the work was sequenced

The build order followed dependencies: first a reliable website and order system, then services, loyalty and pharmacy, and finally one view of the customer across every system.

Zigly product roadmap: four shipped phases, each built on the one before, and the next steps

Launch dates: website phase 1 on 15 July 2025; vet and grooming booking in October 2025; e-pharmacy in January 2026.