anonymized case study

Multi-brand e-commerce operations that turned post-purchase work into owned software.

A privacy-safe case study on a multi-brand European e-commerce operation: post-purchase workflows, customer experience tooling, and a checkout change that lifted conversion.

See proof policy

Sector

Multi-brand e-commerce and post-purchase operations

Stack

CloudflareNext.jsServerlessKlarnaKustom

privacy boundary

Brand names, exact order volumes, revenue numbers, and partner contract details are withheld. The architecture pattern, workflow shape, and rounded outcomes are shown instead.

the change

Before

Customer experience for refunds, replacements, and post-purchase questions was spread across separate tools, and European shoppers were dropping off at checkout before payment.

Refunds, replacements, and post-purchase support lived across email, helpdesk, and back-office tools with no shared queue.

European checkout was missing a payment option that local shoppers expected, costing conversion at the last step.

Order, customer, and inventory data sat in disconnected systems instead of behind a single internal surface.

What we built

A customer experience hub now owns the refund, replacement, and post-purchase workflows, and a checkout change unlocked a payment method European shoppers actually use.

Led the build of a customer experience hub that owns refunds, replacements, and post-purchase support across multiple brands in one operating view.

Shipped Klarna checkout for European markets, contributing to a reported 10% lift in conversion.

Connected order management, customer data, and internal tooling so operations stopped pivoting between tabs and spreadsheets.

Controls

Every change has an owner, a fallback, and an audit trail.

Role-aware screens and audit trails for refunds, replacements, and post-purchase actions

Validation and idempotent updates on order, customer, and payment writes

Multi-brand boundaries kept clean inside the same operating surface

No public disclosure of brand-level revenue, exact order counts, or partner contract terms

the result

10%

reported lift in European checkout conversion

shared hub for refunds, replacements, and post-purchase

multi

brand operations behind one operating surface

less

tab-switching between order, customer, and tooling systems

related services

The work behind the result.

Workflow automation

Turn repeated handoffs, approvals, reports, and admin work into workflow automation your team can trust.

Internal tools

Build internal tools, admin panels, dashboards, portals, and approval queues around the way your team works.

System integration

Connect CRMs, ERPs, payment systems, files, databases, APIs, and spreadsheets without forcing a platform migration.

book a workflow audit

Before you automate anything, find the workflow worth fixing.

A short call is the fastest way to figure out whether you need AI automation, custom software, integrations, or simply a clearer process.

workflow audit call

30 min

Bring one repeated process: a report, quote, approval, inbox, or handoff that keeps wasting time. We decide together whether it needs AI, software, integration, or just a cleaner process. No pitch.

or send details instead

We talk through one messy workflow

You describe where work starts, who touches it, what tools are involved, and where things slow down.

We decide if automation is even the right answer

Some problems need AI. Some need better process, clearer ownership, or a small internal tool. We separate them.

You leave with a practical next step

If there is a real opportunity, we outline the smallest useful build. If not, you avoid automating the wrong thing.