A rapidly growing fashion e-commerce brand approached us in 2018 with a common problem: their front-end sales were booming thanks to influencer marketing and seasonal campaigns — but their back office operations were in chaos.
With 1000+ daily orders, they were struggling with:
They had a great-looking storefront, but behind the scenes, the engine was overheating. That’s where we stepped in — to optimize and manage the entire back office process from order intake to inventory reconciliation.
Back Office Support
2018 – Present
United States
Order Processing, Inventory Management, Return Coordination, CRM Data Entry, Fraud Checks, Supplier Communication, Product Upload & Categorization
Our first step was to embed ourselves into their business operations, understanding every pain point and mapping out a system that could grow with them. Here's how we tackled it:
We built a team that worked in three shifts to ensure 24/7 order processing, especially during sales and product launches.
Tasks included:
This helped eliminate order errors and reduced manual workload for the internal team by 80%.
One of the biggest pain points was inventory mismatch — products showing "in stock" on the site but being out of stock in the warehouse.
Our team performed:
The result: real-time accuracy, fewer customer complaints, and better trust in the brand.
We took over the entire return handling workflow, including:
Our agents also communicated directly with customers for:
With this system in place, return-related support tickets dropped by 45%.
The brand used HubSpot and Klaviyo but their CRM was messy:
We:
This allowed their marketing team to launch better-targeted email campaigns that increased conversion and retention.
High-ticket items (designer dresses, leather goods) were being targeted by:
Our fraud prevention team set up:
This reduced fraud losses by 60% in Q1 2021 alone.
We took full responsibility for:
The improved organization helped customers find products faster, improving time-on-site and reducing bounce rate.
| Metric | Before | After (6 Months) |
|---|---|---|
| Order Error Rate | 14% | <1% |
| Refund Cycle Time | 10–12 days | 3–5 days |
| Inventory Sync Delay | 24–48 hrs | Real-time |
| CRM Profile Completion | 45% | 98% |
| Daily Order Processing Capacity | 600 | 1,800+ |
| Backlog during Sales | Up to 4 days | Cleared daily |
| Product Upload Turnaround | 5–7 days | <48 hours |
