Retail & E-commerce
E-commerce & DTC Suite
Launch products faster, recover lost revenue automatically, and turn first-time buyers into loyal customers.
A full operating system for a direct-to-consumer brand. It covers the entire customer lifecycle, from the moment a visitor lands, through product discovery, checkout, fulfilment, and post-purchase, to winning back lapsed customers and compounding revenue from your existing base. Speed-to-product and conversion lift are where DTC brands win or lose; this suite makes both systematic, then layers on inventory health, creative production, and CX automation so the team can focus on growth instead of firefighting support queues and manual catalogue work.
A starting configuration to test against the business's actual evidence and operator constraints.
Illustrative failure hypotheses
Questions for the audit to verify
Thin, generic product-page copy and missing packshots that kill conversion before the visitor ever adds to cart
Support queues overwhelmed by 'Where is my order?' tickets, each one costing money and morale
Reviews and UGC left unharvested after purchase, missing the social proof that lifts conversion for new visitors
Stockouts on bestsellers and overstock on slow lines both destroying margin simultaneously
Post-purchase silence (no upsell, no cross-sell, no winback), leaving lifetime value on the table
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Abandoned-Cart Winback
Recovers abandoned checkouts with a personalised, sequenced email and SMS flow triggered the moment a cart is abandoned.
The audit must validate the evidence, permissions, review boundary, and stop condition before this role enters a pilot scope.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
Catalogue & Content
Build and maintain a high-converting product catalogue with great copy, rich imagery, and SEO-ready structure.
Designed role descriptions ↓Close ↑
Product-Page Copywriter
Writes conversion-optimised, SEO-ready product titles, descriptions, and bullet points at scale.
Packshot Studio
Transforms raw product photos into clean, on-brand packshots and lifestyle renders ready for the PDP and ads.
Conversion & Retention
Recover abandoned revenue, grow repeat purchase rate, and win back lapsed customers.
Designed role descriptions ↓Close ↑
Abandoned-Cart Winback
Recovers abandoned checkouts with a personalised, sequenced email and SMS flow triggered the moment a cart is abandoned.
Post-Purchase Upsell
Presents personalised cross-sell and upsell offers immediately after checkout and in the post-purchase email sequence.
Lapsed-Customer Winback
Re-engages customers who have not purchased within a defined window with a tailored winback sequence.
Customer Support
Resolve order enquiries and returns at scale without growing the headcount.
Designed role descriptions ↓Close ↑
WISMO Responder
Resolves 'Where is my order?' enquiries instantly by pulling live tracking data and replying without human intervention.
Returns Triage
Processes return and exchange requests, issues labels, and routes complex cases to the CX team.
Social Proof & UGC
Systematically capture reviews and user-generated content to fuel conversion and brand trust.
Designed role descriptions ↓Close ↑
Review & UGC Harvester
Systematically requests, collects, and curates product reviews and user-generated content after every purchase.
Merchandising & Inventory
Keep stock levels healthy, flag restock risks early, and surface data-led ranging decisions.
Designed role descriptions ↓Close ↑
Inventory Sentinel
Monitors stock levels across all SKUs, predicts stockout risk, and flags restock and overstock alerts to the buying team.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Abandoned-cart recovery rate
% of abandoned checkouts recovered by the automated winback sequence, the fastest indicator of retained revenue.
Product-page conversion rate
% of product-page visitors who add to cart; lifted by better copy and complete packshot sets.
WISMO auto-resolution rate
% of order-status enquiries resolved without human intervention, directly reducing CX cost-per-ticket.
Average order value
Driven by on-page upsell and post-purchase cross-sell sequences.
Repeat purchase rate
A candidate metric; its source and baseline are not yet defined.
Stockout rate on bestsellers
A candidate metric; its source and baseline are not yet defined.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
The catalogue
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