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Pet Supplies

Scale Engine for Multi-Channel Operations

How a pet brand expanded to 3 new channels while increasing CX throughput by 280%.

Pet Supplies - Scale Engine for Multi-Channel Operations
+280% CX Throughput
+280%
CX Throughput
-64%
WISMO Tickets
3 Added
New Channels
+1.2 Stars
Review Score
The Challenge

A pet supplies brand was ready to expand from Shopify to Amazon, Chewy, and Walmart Marketplace, but had zero operational infrastructure to support a 3x increase in volume. Their existing CS team of 2 was already at capacity.

The Solution

We built a multi-channel operations backbone: dedicated teams for each channel, automated order tracking to cut WISMO volume, and a review management program to rehabilitate their marketplace ratings.

Outcomes
  • Successfully launched on 3 new marketplaces in 60 days
  • CX throughput increased 280% with no additional internal hires
  • WISMO tickets fell 64% through proactive tracking updates
  • Average marketplace review score improved by 1.2 stars

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