Forge
Forge's customer support team was drowning in manual processes, creating bottlenecks that threatened customer satisfaction and revenue.
Operations Chaos: When Manual Processes Kill Scaling
As Forge scaled to $2M+ monthly revenue, their customer support operations couldn't keep pace. Manual processes that worked at smaller scale became critical bottlenecks, creating risks of missed orders, delayed responses, and declining customer satisfaction.
Customer support response times averaging 18+ hours
Manual order monitoring leading to missed orders and revenue loss
Support team spending 70% of time on repetitive administrative tasks
No centralized dashboard for tracking critical business metrics
Risk of human error in high-volume order processing
Customer satisfaction scores declining due to slower service
Smart Automation: Building Operations That Scale
We designed and implemented a comprehensive automation system that eliminated manual bottlenecks while providing the visibility and control needed to operate at scale.
Analyzed existing workflows to identify automation opportunities
Built custom Shopify workflow automation for order processing and monitoring
Created comprehensive support dashboards with real-time alerts
Implemented automated order anomaly detection and notification systems
Designed escalation protocols for automated issue resolution
Established monitoring and maintenance procedures for ongoing reliability
The Results
100% missed order detection prevented estimated $50K+ monthly revenue loss
Support team productivity increased by 60%+ through automation
Customer satisfaction improved from 3.2/5 to 4.7/5
Automated 15+ critical Shopify workflows reducing manual intervention by 85%
Built custom support dashboards providing real-time visibility into all operations
Cut average ticket handling time from 18 hours to 7 hours (60%+ reduction)
Achieved 100% missed order detection with automated alerts and recovery
Improved customer satisfaction scores from 3.2/5 to 4.7/5
Freed up 25+ hours weekly for support team to focus on high-value activities
"The automation transformation was exactly what we needed to scale our operations without scaling our headaches. We went from constant fire-fighting to proactive management, and our customer satisfaction scores reflect the dramatic improvement in service quality."
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