Industry-specific solutions
Systems for retail & e-commerce.
Turn more first orders into repeat customers. Connect your store, stock, customer data and follow-up so every order has a next step.
- Online stores
- Shops and showrooms
- Subscription brands
- Wholesale and trade suppliers
What gets in the way
Where retail & e-commerce businesses lose time.
The same three problems come up again and again. Each one has a fix that does not depend on anyone remembering.
Customer data split between store, email and ads
The store knows the orders, the email tool knows the opens and the ad account knows the clicks. Nobody can see one customer’s whole history in one place.
One customer record brings together orders, messages and where each customer came from.
Post-purchase follow-up is generic or missing
Every customer gets the same thank-you and the same newsletter, whatever they bought. The moment when they would buy again passes without a message.
Follow-up is timed to what each customer bought and when they are likely to need it again.
Stock and fulfilment updates are manual
Stock levels are updated by hand between systems, and customers email to ask where their order is.
Stock and dispatch stay in sync, and customers get updates without asking.
How it connects
One connected workflow.
Choose your kind of business. Each step hands over to the next automatically, with your team stepping in where judgement matters.
- 01
New order
An order creates or updates the customer record, with what they bought and how they found you.
The system
- Creates or updates the customer record
- Records the source of the order
- Sends the confirmation
Your team
Your team handles orders that need a check, such as custom items.
- 02
Fulfilment
Stock and dispatch stay in step, and the customer knows where the order is.
The system
- Updates stock across your channels
- Sends the order to whoever packs it
- Sends tracking to the customer
Your team
Your team picks, packs and deals with exceptions.
- 03
Post-purchase
After delivery, the customer gets care advice, a review request and an easy way to return.
The system
- Sends care or set-up advice for the product
- Asks for a review
- Handles the return request
Your team
Your team resolves complaints and decides refunds outside the policy.
- 04
Repeat purchase
Customers hear from you when they are likely to need more, with something relevant.
The system
- Times messages to the buying history
- Recovers abandoned baskets
- Shows which customers have lapsed
Your team
Your team plans the offers and campaigns.
- 01
Enquiry or visit
A showroom visit, a call or a web enquiry becomes a customer record.
The system
- Captures the enquiry and the product of interest
- Books an appointment or a call
- Reminds the customer
Your team
Your staff advise the customer in person.
- 02
Quote and order
For larger purchases, the quote is sent and followed up, and the deposit is taken.
The system
- Sends the quote
- Follows it up
- Takes the deposit
Your team
Your staff agree the specification with the customer.
- 03
Delivery or collection
The customer knows when the order is ready and what happens next.
The system
- Tells the customer when the order is ready
- Books delivery or collection
- Sends a reminder beforehand
Your team
Your team delivers or fits the order.
- 04
Aftercare
After the sale, the customer gets care advice and a reason to come back.
The system
- Sends care advice and the guarantee
- Asks for a review
- Invites the customer back when something relevant arrives
Your team
Your staff handle any problem with the order.
- 01
Trade application
A new trade customer applies online and is approved before they see prices.
The system
- Collects the business details
- Routes the application for approval
- Sets up the account
Your team
Your team approves accounts and sets terms.
- 02
Ordering
Trade customers order online at their own prices.
The system
- Shows each customer their price list
- Takes orders and repeat orders
- Confirms stock and lead times
Your team
Your account managers handle large or unusual orders.
- 03
Fulfilment and invoicing
The order goes to the warehouse, and the invoice follows without retyping.
The system
- Sends the order to the warehouse
- Raises the invoice
- Shares tracking with the customer
Your team
Your team deals with shortages and substitutions.
- 04
Account management
Accounts that slow down or fall behind on payment are flagged early.
The system
- Flags accounts that have stopped ordering
- Reminds customers when a regular order is due
- Chases overdue invoices
Your team
Your account managers make the calls that matter.
What we build
Everything we can fix for retail & e-commerce.
Few businesses need all of it. We scope the build around what you already have and what is costing you most.
Growth systems
Funnels, CRM and follow-up. Every enquiry has a next step.
Automation
Connected workflows. Less repetitive work for your team.
- Order and stock syncOrders and stock levels kept in step across your store, marketplaces and warehouse.
- Post-purchase messagesCare advice, review requests and repeat-purchase messages timed to what was bought.
- Basket and lapsed customer recoveryA message when a basket is abandoned or a regular customer goes quiet.
- ReturnsReturn requests captured, approved against your policy and tracked back into stock.
- ReportingSales, repeat purchases, stock and ad spend in one live view.
Custom software
Dashboards, portals and tools. Built for the way you operate.
AI systems
Your business knowledge. Put to work with human oversight.
- Customer service chatAnswers questions about orders, delivery and returns from your own data, and passes complaints to a person.
- Call answeringCalls are answered outside opening hours. Order questions are handled and anything else is passed on.
- Product content draftsDrafts product descriptions from your specifications, for a person to check.
- Knowledge assistantAnswers your team’s questions from your product information and policies, and shows where each answer came from.
How we build
Built around your customers’ data.
A retail system holds customer details, consent and order history. These are the rules we build to.
See our approachConsent respected
Marketing messages go only to customers who have agreed to them, and opting out works straight away.
Payments stay with your provider
Card details are handled by your payment provider. The system records the payment, not the card.
Access by role
Customer service, warehouse and marketing each see what their job needs.
Built in your accounts
The system and its data sit in accounts in your business’s name. Hosting and retention are agreed with you in the written scope.
Do we have to move off our store platform?
No. We build around the platform you already sell on and connect it to the rest of the business. We only suggest a move when the platform is the thing holding you back.
Will this work with our marketplaces and couriers?
Most marketplaces, couriers and warehouse systems offer a way to connect. We confirm what each one allows during scoping.
Does AI talk to our customers?
Only where you choose. It can answer questions about orders, delivery and returns using your own data, and it passes complaints and anything unusual to a person.
Who owns the customer data?
You do. The system and its data sit in accounts in your business’s name.
How long does it take, and what does it cost?
Both depend on the scope. We start with an audit of how your business works now, then give you a written scope with the systems, integrations and measures we will judge the build by. Nothing is built until you have agreed it.
Guides
Guides for retail & e-commerce businesses.
Custom AI chatbot or off-the-shelf chatbot?
When a template tool is enough and when a custom build pays for itself.
Read the guideGUIDEThe real cost of disconnected tools
A worked example of the hidden time, errors and missed enquiries.
Read the guideGUIDEThe 9 numbers every service business dashboard needs
From enquiries to cash collected, with where each number comes from.
Read the guideLet’s map your retail & e-commerce workflow.
Tell us where you are and what is getting in the way. We will scope it before anything is built.