Case study · eCommerce & multi-brand retail
Five brands, one automated back office
A group running five consumer and industrial brands replaced spreadsheet reporting, manual support drafting and lost voicemails with a single automation layer across every storefront.
Multi-brand eCommerce group, North America
The situation
What we were dealing with
Five storefronts each produced their own orders, costs, support tickets and reports, and none of it rolled up. Profitability per product was reconstructed by hand from exports, so pricing and restocking decisions lagged weeks behind reality.
Customer support was the second bottleneck. The catalogue is technical, so accurate answers depended on a small number of experienced people, and years of correct answers were locked in an email archive nobody could search.
Missed calls and voicemails were effectively invisible: no log, no transcript, no follow-up, no way to know how much demand was lost.
- 80–90%
- Of routine admin work now runs without a person (client's own estimate)
- 5 brands
- Operating on one shared automation back office
- No new hires
- Growth absorbed without adding admin headcount
Approach
What we built, in order
- 01
Unified order and cost ingestion
Orders, SKUs, variants and landed costs were ingested from every storefront into one model with true margin per product, plus bestseller and slow-mover detection and pricing and restock recommendations.
- 02
Email archive turned into a knowledge base
The full historical archive was parsed into date, sender, recipient, subject and body, deduplicated with content checksums, and categorised into the group's own operational categories.
- 03
Grounded support drafting
Support replies are drafted from that archive and product data with source messages cited, so agents verify rather than compose, and answers match what the company has always said.
- 04
Call and voicemail recovery
Missed calls are transcribed, logged with caller identity, checked against blocked lists and followed up by SMS and email, with everything written to the operational sheets.
- 05
Daily cross-brand digest
One morning report covering sales, margin, refunds, support volume, stock alerts and anomalies replaced ad hoc spreadsheet reporting.
Outcome
Where it landed
- Routine order, reporting and support admin runs largely unattended across all five brands
- Margin visibility per SKU, including fees and freight, available continuously rather than quarterly
- Support replies consistent regardless of who is on shift, with cited precedent
- Every missed call now produces a transcript, a record and an automatic follow-up
- Revenue growth absorbed without adding administrative staff
“As a multi-brand eCommerce company, we were drowning in orders, tickets, and spreadsheets. After implementing the automation system, 80–90% of our admin work now runs itself — and we haven't hired extra staff to keep growing.”
Modules used
The systems behind this
AI phone reception
AI phone reception for small and mid-size businesses: 24/7 answering, appointment booking, call summaries, smart routing and automatic follow-up on every missed call.
From $59 / monthDocument automation
AI document automation that reads fiscal notes, scale tickets, invoices and statements from email, PDF or a phone photo, validates them, and pushes structured data into your sheets and accounting system.
From $3,000 setup + $250 / monthEmail & order intake
AI email intelligence that reads incoming mail, extracts orders and quote requests, categorises everything, drafts accurate replies and notifies dispatch or sales automatically.
From $2,500 setup + $200 / monthExecutive AI agent
A private AI agent trained on an owner's or executive's own decisions, email history and business rules: it drafts replies, briefs the team, screens requests and keeps answers consistent.
From $6,000 setup + $600 / monthMore
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Read the detailBook a 30-minute automation audit
Bring one workflow that eats your week — calls you miss, documents you retype, reports you rebuild. We will map it, tell you what it costs to automate, and what we would do first.