Shiprocket is evolving into an AI-first commerce stack for MSMEs and D2C brands, says Kautilya Pandey, SVP-Marketing, as it aims to power digital sellers with trust, tools, and full-stack solutions.
Kautilya Pandey, Senior Vice President & Head of Growth & Marketing at Shiprocket (Source: prhandout)
Nobody really wants to hear another tech company claim it's building the "operating system" for something. But when four lakh merchants across India rely on you to run their e-commerce, you might actually be onto something.
Shiprocket isn’t just fulfilling orders anymore. It’s trying to fulfil ambition for lakhs of small sellers who want to play big in India's digital bazaar. And it's doing that by behaving less like a logistics company and more like an infrastructure layer: invisible but essential.
"Our AI-first approach is not just a technological leap, it’s a strategic lever to unlock growth and customer-centricity for MSMEs and D2C brands," Kautilya Pandey, Senior Vice President and Head of Growth and Marketing at Shiprocket, told BrandWagon Online. "These businesses often operate in resource-lean environments, yet compete in digitally dense marketplaces."
So, what does this AI-first idea really mean? For Shiprocket, it means delivery predictions that manage expectations. Multilingual, automated messages that reduce anxiety. Feedback loops tied to NPS scores that alert sellers before a tweet blows up. All of which quietly shape retention and push repeat purchases.
The small sellers Shiprocket serves aren’t looking for another dashboard. They want something that works. In their language, at their pace. Shiprocket’s gamble is that if you can wrap enterprise-grade tools in familiarity, you’ll keep winning wallets—and trust.
With an IPO in the wings, the company now needs to speak two languages at once: reassure investors while staying relevant to the businesses that made it.
"Brand positioning isn’t a one-off exercise, it’s a philosophy," Pandey adds. "We started as a logistics solution but have evolved into a comprehensive commerce stack... enabling businesses to scale with speed and intelligence."
And it’s not all talk. The team is doubling down on lifecycle marketing, segmentation, and tools like Shiprocket Engage 360 and Trends. Think nudges, not noise. Think customer behavior decoded before it becomes a leak in the funnel.
While competitors like Delhivery and Unicommerce fight over logistics and order management, Shiprocket is aiming to own the entire stack. It's not trying to be a better courier. It's positioning itself as the bridge between sellers and success.
Take its new premium shipping service with CriticaLog. This isn't just faster delivery—it’s brand insurance. "This partnership allows us to extend trust into high-value, high-sensitivity segments like jewellery, luxury accessories, electronics, and medical equipment," Pandey explains.
The message: we’re not just for bulk t-shirts anymore.
Then there’s Shiprocket SHIVIR 2025, its flagship D2C summit. It’s designed to feel more like a builder’s playbook than a keynote circus. This year’s theme is clear: AI isn’t hype, it’s a tool. The sessions are pitched to founders looking for how-tos, not buzzwords.
It’s not about showing off the future. It’s about showing how.
Export hubs near Delhi Airport are Shiprocket’s next step. The idea is to remove the friction in cross-border trade—simplify customs, packaging, even returns. Give Indian brands a plug-and-play entry to global markets.
"We’re helping brands in Bharat get discovered locally and scale globally," Pandey says.
Shiprocket isn’t just trying to ship parcels. It’s trying to ship belief. That a small business in Patna can sell like a brand in Gurugram.
And maybe that’s the kind of infrastructure India’s e-commerce really needs right now.
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