Case study: eCommerce
Creating a data- and process-driven culture for scaling success
A growing eCommerce company in the neutraceuticals space, was experiencing operational inefficiencies and operational blind spots as they expanded. They sought to streamline processes, reduce costs, and shift toward a more proactive business model while outsourcing their fulfillment processes. Through an engagement with LGN Collaborations, the company implemented key initiatives that transformed their operations and positioned the company for sustainable growth and increased their revenue significantly.
Key Accomplishments (Through LGN Collaborations)
Seamless Transition to a Third-Party Logistics (3PL) Provider Within two months, LGN Collaborations guided the company through a transition to a third-party logistics (3PL) provider. This change resulted in substantial monthly cost savings and increased order accuracy to 99.9%. Additionally, the return rate dropped from $5,000 to just $750 per month. By reducing returns and enhancing order precision, the company saw immediate improvements in profitability and customer satisfaction.
Revamping Customer Service Processes LGN Collaborations worked with the CEO to initially take over, document, and ultimately overhaul their customer service operations. A detailed, documented process was put in place, ensuring consistent handling of customer inquiries. The introduction of Groove, a new email system, allowed for faster response times. Using joint inboxes and standardized templates, the customer service team now responds to all emails within 12 hours. Employees were trained to monitor email analytics, resulting in improved communication efficiency and increased touchpoints.
Establishing Standard Operating Procedures (SOPs) LGN Collaborations emphasized the importance of documenting operational tasks across the company. SOPs were created for every key task, and team members were trained on how and when to develop and maintain SOPs. This standardization made processes easier to follow and share, enabling efficient onboarding and task delegation, which supported the company’s scalability.
Strengthening the Marketing Team and Hiring a Marketing Manager Recognizing the need for stronger marketing coordination, LGN Collaborations helped the company define the role of a Marketing Manager and provided support during the hiring process. Additionally, the 10-person vendor-focused marketing team was brought together for biweekly alignment meetings, improving communication and coordination across the team. This allowed for a more unified approach toward achieving marketing goals.
Introducing Data-Driven KPIs LGN Collaborations introduced a data-driven approach to decision-making at the company. Key Performance Indicators (KPIs) were developed, enabling the team to track and measure performance across departments. To foster a proactive mindset, LGN Collaborations encouraged the team to ask, “How big is this problem?” This simple question helped shift the company’s culture from reactive fire-fighting to tackling issues based on data and metrics, ultimately leading to more informed decision-making.
Addressing Fraud, Subscription, and Platform Issues The company was facing fraud risks, subscription challenges, and issues with their legacy platform. With LGN Collaborations’ support, these issues were identified and addressed, preventing further disruptions to the business. Strengthening these areas ensured more secure and reliable operations moving forward.
Clarifying Job Roles and Streamlining Onboarding LGN Collaborations worked closely with the company to clarify job responsibilities across the team. An onboarding process was developed, complete with documentation for all new hires, ensuring that new team members could be integrated quickly and efficiently. These efforts contributed to better-defined roles, smoother onboarding, and a more cohesive team.
Results: A Proactive and Streamlined Business
Thanks to their partnership with LGN Collaborations, the company has seen significant operational improvements. The CEO now feels that the company is “more proactive and less reactive.” With clearer visibility into workflows, the she is better able to delegate tasks and focus on strategic planning. The shift from tackling big, overwhelming projects to maintaining efficient, well-documented processes has led to a more streamlined operation.
Through data-driven decision-making, improved communication, and clarified roles, the company is now positioned for continued growth. The CEO can confidently say that they can “take the whole chunk off my plate and someone [else]owns it moving forward,” saving her time and putting her back into a strategic realm of focus. With LGN Collaborations’ strategic guidance, the company has successfully moved into a phase of operational stability, allowing the leadership team to focus on future opportunities.
