Client story
Premium home and lifestyle ecommerce brand
$540K more sales.Room to handle more.
Eight customer care specialists. Thirty percent more service volume. A connected operation from the buying question to the order exception.
Verified client result
- Additional net sales over 12 months.
- $540K
Additional net sales over 12 months.
- Annual contribution improvement, before Struq and incremental system costs.
- $336K
Annual contribution improvement, before Struq and incremental system costs.
- More service volume; same 8 people.
- +30%
More service volume; same 8 people.
12 months after rollout
This case study reflects measured Struq outcomes for this client.
Start with one operation in your business.
- Business
- Premium home and lifestyle ecommerce brand
- Scale
- $18M annual net sales ·65 employees ·8 customer care specialists
- Buyer
- Maya C., founder and CEO
- Period
- 12 months after rollout
- First scope and expansion
- One order exception →buying assistance →connected customer operations.
The challenge
Growing sales should not mean the owner becomes the escalation desk.
The brand had the demand and the team. What kept growing was the coordination around each order. Buying questions waited for answers. Order changes moved between the helpdesk and warehouse. Small mistakes became extra shipments and another conversation with the customer.
The system
One order exception, with the full order context.
Struq began with a recurring order exception that forced staff to check several systems. The operation connected the message, order record and fulfillment status, completed permitted actions and sent exceptions to the team with the relevant context. Once that workflow was reliable, the scope expanded into buying assistance and other frequent customer requests.
First scope and expansion
One useful operation. A reason to go further.
Start
One order exception, with the full order context.
The first operation connected the customer request, order and fulfillment status. Permitted changes moved forward; unclear cases reached the team with the relevant information.
Establish
Correct actions before wider scope.
The expansion decision depended on action accuracy, customer satisfaction, repeat contacts and the real cost of rework. Released hours counted as capacity.
Expand
From the exception to the buying question.
The next scope brought product and order context into buying assistance, while customer care retained sensitive decisions.
The result
More sales.Same service team.
Across the operating year, eight customer care specialists handled 11,700 monthly requests instead of 9,000. Buying inquiry conversion rose from 35% to 45%, while manual handling and coordination fell from 1,200 to 800 hours per month. Incremental net sales reached $540,000. Additional order contribution and fewer preventable fulfillment costs produced $336,000 in contribution improvement before Struq and incremental system costs.
Premium home brand · Baseline and result
Verified client result
Monthly requests handled
Requests per month
8 person team
8 person team
Monthly manual coordination
Hours per month
| Measure | Verified baseline | Result |
|---|---|---|
| Monthly customer requests handled | Baseline9,000 | Result11,700 (+30%) |
| Customer care headcount | Baseline8 FTE | Result8 FTE |
| Monthly manual handling and coordination | Baseline1,200 hours | Result800 hours |
| Buying inquiry conversion, eligible cohort | Baseline35% | Result45% (+10 percentage points) |
| Monthly preventable reship and error costs | Baseline$20,000 | Result$10,000 |
The owner’s experience
“I can see growth in the sales report without feeling it in every escalation.”
Why the scope expanded
The next stage was justified by evidence from the first workflow: reliable actions, maintained customer satisfaction and a clearer view of the cost of exceptions. The broader story became more sales and more operating capacity with the same service team, rather than a collection of disconnected tools.
How we measured it
This result covers a full operating year. The sales calculation applies to 3,000 eligible buying inquiries per month, with conversion moving from 35% to 45%. The 30% increase in service volume is an observed workload condition. Contribution includes order margin and a separate reduction in avoidable fulfillment costs; released staff time is shown separately.
- Financial basis
- Net sales
- Period
- 12 months after rollout
See the assumptions and calculationHide the calculation
3,000 unique buying inquiries/month × 10 percentage points × $150 net order value × 12 = $540,000 incremental net order revenue. At an assumed 40% contribution margin: $216,000. Add $10,000/month × 12 in separately verified avoidable fulfillment costs: $120,000. Total: $336,000 annual contribution. The separate avoidable costs are excluded from the 40% margin assumption.
Quality conditions
CSAT at least 4.6/5; seven day repeat contact rate no worse than baseline; at least 99.5% of sampled actions correct. Rework and additional operating costs deducted.
Contribution is before Struq fees, incremental systems and implementation costs.
Which order exception still sends your team between the helpdesk, store and warehouse?
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