4.2 to 4.8 CSAT. £290k Revenue Recovered. 400+ Daily Tickets Automated. In 90 Days.

A single static email sent 4 hours after abandonment. No personalisation, no urgency signals, no product image, no second or third touchpoint. Industry average for luxury DTC with a proper recovery sequence is 22–28%. Result: £180k+ in recoverable GMV left on the table annually.

WISMO ('Where is my order?') queries, return requests, sizing questions, and discount code issues all handled individually. Average response time: 3.8 hours. No automation, no smart routing, no self-serve resolution path. Result: CS team at breaking point — no capacity for proactive work.

Once an order was delivered, the customer relationship went silent. No cross-sell, no upsell, no replenishment reminder, no referral request. In a category with 60%+ potential repeat purchase rate, this was a significant structural gap. Result: Repeat purchase rate 22% below comparable brand benchmarks.

VIP status identified by manually reviewing purchase history monthly. Rewards issued via personal email by the founder. No automated milestone triggers, no behaviour-based segmentation, no real-time tier progression. Result: 70% of VIP customers unrecognised between purchase events.

Post-purchase survey responses compiled into a spreadsheet once a month. No alerts when scores dropped. No visibility into which order types or product categories were driving dissatisfaction. Management reviewing data that was 30 days stale. Result: CSAT issues compounding undetected for weeks.