E-commerce Website & CRM for a Growing U.S. Retail Business

The challenge

The client already had an established retail business, but its online store had become difficult to manage as the business grew. Customer information was spread across different systems, while orders, enquiries, and customer communication were handled separately. The existing website also made it difficult to get a clear view of customer behaviour and follow up with customers after their purchase. This meant that opportunities for repeat sales and better customer relationships were often missed. The goal was to create a stronger e-commerce experience while connecting the website with a CRM that could give the business a clearer picture of its customers and online operations.

Our approach

• 01

  The existing e-commerce website and customer journey were reviewed to identify issues affecting usability, conversions, and the overall shopping experience.

• 02

  The online store was redesigned and rebuilt with a cleaner product structure, improved navigation, and a smoother checkout experience across desktop and mobile.

• 03

  A CRM was connected with the e-commerce platform to centralize customer profiles, order history, enquiries, and communication in one place.

• 04

  Automated workflows were introduced for abandoned carts, order follow-ups, customer enquiries, and post-purchase communication, helping the business stay connected with customers beyond the initial sale.

Outcomes

• 18K+

  customer profiles managed
• 3,200+

  monthly online orders
• 42%

  increase in repeat purchases
• 35%

  faster customer enquiry response