Homeware
Automated fulfilment ops for a fast-scaling homeware brand
A direct-to-consumer retailer needed automation to keep fulfilment SLAs as order volume doubled.
Outcome
2x order volume handled without new headcount
Client: Homeware ecommerce brand
Brief
Manual order routing and support workflows were slowing fulfilment and impacting customer experience.
Approach
- Mapped the order lifecycle and identified automation opportunities.
- Built event-driven integrations with WMS and CRM platforms.
- Introduced operational dashboards for fulfilment teams.
Solution
- Implemented automated order prioritisation and routing.
- Connected warehouse systems with customer support tooling.
- Established SLAs with automated alerts for exceptions.
Results
- Fulfilment SLA breaches reduced by 60%.
- Support tickets per order dropped by 30%.
- Order processing time improved by 45%.
Stack
Next.jsTypeScriptKafkaShopify PlusGCP