I optimise fulfilment processes and customer service so that scaling doesn't mean scaling the problems too.
Let's talk about your project →A good product can be ruined by a bad delivery or a slow response. Both fronts go together.
I help you choose the right logistics operator and negotiate conditions that protect your margin.
Review of the order preparation process, timescales, errors and cost per shipment.
An agile and profitable returns process: clear policy, controlled cost and an experience that doesn't put customers off.
Cross-channel synchronisation, stockout alerts and replenishment planning to avoid lost sales.
Definition of service flows, response times, escalation and resolution of frequent incidents.
Gorgias, Zendesk, Freshdesk — we select the right platform for your volume and team.
Documentation of team knowledge so that response quality doesn't depend on a single person.
CSAT, NPS, first response time — indicators to measure and improve the post-purchase experience.
I understand how your operation works today: from when the order comes in to when it reaches the customer and a possible return is managed.
Where orders are lost, where incidents pile up, which processes are manual when they could be automated.
A realistic plan with the changes that most impact cost, time and customer satisfaction. No never-ending projects.
I accompany the implementation of changes and measure their impact with clear before-and-after metrics.
Sales are up but the operation doesn't scale equally — incidents, delays and errors pile up.
Many repetitive customer queries about shipping, returns or products that could be avoided.
You want to change 3PL but aren't sure how to evaluate options or manage the transition.
One or two people manage all support and operations — processes need to be put in place before growing.
In one call we identify the biggest friction points.