E-Commerce & Retail
12,000 Monthly Orders Processed with Zero Manual Intervention
A subscription box company shipping 12,000 boxes a month was managing everything in Google Sheets. 340 incorrect shipments per month. Monthly churn at 8%. We replaced the spreadsheets with a purpose-built fulfilment platform.
What We Were Solving
The company shipped 12,000 subscription boxes monthly across four product tiers. The entire fulfilment process was managed through interconnected Google Sheets: subscriber lists, product allocation, shipping labels, and payment tracking. Each month, a team of four spent an entire week preparing the fulfilment run. Subscriber changes, payment failures and address updates were handled ad-hoc, resulting in an average of 340 incorrect shipments per month. Customer complaints were rising and churn had reached 8 percent monthly, well above the 3 percent industry benchmark.
Our Strategic Approach
We built a purpose-designed fulfilment platform that automates the entire subscription lifecycle. Subscriber management handles upgrades, downgrades, pauses and cancellations with appropriate billing adjustments. Payment processing runs automatically with a three-stage retry sequence for failed payments before cancellation. Product allocation uses tier-based rules with variant tracking and inventory management. The shipping integration generates labels and tracking numbers automatically. A subscriber portal lets customers manage their own subscriptions, reducing support volume by 65 percent.
Deliverables
- Automated subscription lifecycle management platform
- Payment processing with intelligent retry for failed charges
- Product allocation engine with tier-based rules and variant tracking
- Shipping integration with automatic label generation
- Subscriber self-service portal for account management
- Fulfilment dashboard with real-time order status tracking
- Automated churn-risk alerting based on engagement patterns
- Revenue analytics with MRR, churn and LTV reporting
Project Timeline
Subscription Model Analysis
Mapped all subscription tiers, billing scenarios, fulfilment rules, and edge cases. Documented 47 distinct scenarios.
Platform Build
Subscriber management, payment processing, product allocation engine and shipping integration.
Portal and Analytics
Subscriber self-service portal, fulfilment dashboard, churn alerting and revenue analytics.
Migration and Launch
Data migration of 12K subscribers, parallel-run validation, team training and phased cutover from spreadsheets.
Measurable Results
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