Results at a glance
Increased efficiency
Permits expansion to new sales channels
Improved customer service
Cancelled orders reduced by 95%
Improved non-core functions
Permitting core team to focus on marketing and client service
TRANSFORM Solutions enabled channel expansion, cleaner order workflows, and a 95 percent drop in cancelled orders.
A well-established marketing and consulting agency serving the US home furnishing industry began expanding deeper into ecommerce operations for its clients. What started as a natural extension of their service offering quickly became a strain on the team — marketplace uploads, inventory corrections, product data cleanup, and customer inquiries consumed far more time than expected. TRANSFORM Solutions stepped in to manage ecommerce operations at scale, allowing the agency to grow into new sales channels while improving customer service quality and reducing cancelled orders dramatically.
A leading marketing and consulting agency operating for more than 15 years in the $92 billion furniture industry, working with manufacturers, importers, and retailers to expand distribution and drive sales.
The agency had strong relationships with home furnishing brands and deep expertise in merchandising and market strategy — but ecommerce workflows required different processes, more time, and a more operational rhythm than their core consulting team was built for.
The workload changed the moment ecommerce responsibilities increased.
Product catalogs arrived in different formats, with inconsistent attributes and incomplete descriptions.
Customer messages came in across multiple channels, often asking about dimensions, materials, lead times, or order status.
Inventory corrections lagged behind because the team split its attention across clients.
Cancelled orders rose simply because responses didn’t reach customers fast enough.
The agency wanted to embrace ecommerce growth — but not at the cost of their core strengths: marketing, client strategy, and relationship-building.
Home furnishing shoppers expect accurate product details, prompt responses, and dependable order updates. Delays or mismatches don’t just hurt sales; they damage brand trust.
For the agency, improving ecommerce operations meant:
They needed a support system that could handle the operational load while preserving the quality their clients expected.
1. Marketplace Listing Cleanup & Standardization
TRANSFORM Solutions reviewed product attributes, dimensions, materials, imagery, and pricing to create consistent listings across channels. Furniture requires precise information — and we made sure it was accurate before going live.
2. Order Processing & Inventory Coordination
Orders were tracked through every step, with inventory levels checked regularly to avoid overselling. Exceptions were flagged early so customers weren’t surprised with cancellations.
3. Customer Service Support
Incoming customer questions about product fit, delivery timelines, returns, and materials were handled quickly, reducing message backlogs that previously led to lost sales.
4. Channel Expansion Support
As workflows stabilized, TRANSFORM assisted the agency with onboarding new marketplaces and retail partners, providing the operational base needed to scale.
5. Exception Resolution for Non-Core Tasks
All time-consuming operational tasks — missing images, mismatched variants, unclear vendor notes — were handled by TRANSFORM so the agency’s internal team could stay focused on marketing and sales strategy.
Trust TRANSFORM Solutions to be your partner in operational transformation.
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