A rapidly growing online retailer selling consumer products through its website and select physical outlets. With increasing order volume and rising customer expectations, the business needed to modernize its backend operations to stay competitive.

Manual processes were slowing the retailer down. Staff re-entered online order data into warehouse systems, updated inventory spreadsheets by hand, and manually responded to customer service queries. This created delays, errors, and oversold products — especially during peak season.

Holistc™ implemented an automation layer that unified the e-commerce, warehouse, and customer service systems. Orders now flow seamlessly from checkout to fulfillment, inventory is updated in real time, and AI handles the bulk of customer questions — all with minimal human input.

Key results included:

• Same-day shipping for 85% of orders
• 2x peak season capacity with existing team
• 98%+ inventory accuracy
• 70% of customer inquiries resolved by chatbot

Order fulfillment was fractured. Online orders had to be manually entered into warehouse systems. Inventory changes lagged across platforms, leading to oversells and customer complaints. Returns were handled manually through a paper-based process, slowing refunds and confusing customers.

Customer service was overwhelmed, answering every query manually — from “Where’s my order?” to refund requests. Response times stretched, and satisfaction dipped during high-volume periods.