Ecommerce
Thirteen years running a national ecommerce platform
A custom commerce platform and the operational systems around it: admin, fulfillment, 3PL, payments, and AI agents handling routine customer contact.
A national online retailer
The challenge
Selling online is the straightforward part. What breaks at volume is everything behind it.
Inventory drifts between channels. Orders strand between systems. The warehouse and the finance team look at different numbers and both believe they are right. Customer service spends its day answering questions a system could have answered.
Off the shelf platforms handle the storefront well and the operation badly, because the operation is the part that is specific to your business.
How we approached it
Build the platform around how the business actually runs, and own the whole stack rather than assembling products and hoping they agree.
That is a long commitment rather than a project. Over thirteen years the platform grew from the storefront outward into admin, fulfillment, logistics, payments, and eventually AI, with the business running on it the entire time.
What we built
The commerce platform and the operational systems around it, built in house rather than bought.
- The ecommerce platform itself, custom built rather than assembled from off the shelf parts
- Admin systems for merchandising, pricing, and day to day operations
- Fulfillment portals for both the main brand and its sister brand
- 3PL integrations so the warehouse and the system agree on stock and shipments
- Payment provider integrations
- AI agents handling routine customer service contact
- Self service AI agents so customers can resolve their own issues without waiting
- A second brand launched on the same foundation
The second brand launched on the same foundation. That is usually the test of whether a platform was built properly or just built.
The result
The platform ran the business, not alongside it. Two brands, the storefronts, the warehouse integrations, the payments, and the support tooling all sat on one system that was built for how the company actually operated.
The AI work is the most recent layer. Routine contact that used to occupy the support team is now handled directly, and customers who would have waited for a reply resolve the issue themselves.
Have something like this?
Tell us what you are working on. Even if it is not fully defined yet, we can help you work out what it takes.