Case study
Ecommerce brand unified CRM and OMS data
Stabilized checkout handoffs and delivered a single customer view.
Executive summary
The client struggled with order handoffs between ecommerce, CRM, and OMS. Reporting was inconsistent and checkout incidents hurt conversion.
SBM mapped flows, fixed data contracts, and rolled out monitoring with clear ownership.
Before
- Inconsistent order data between systems
- Checkout failures with limited visibility
- Stakeholders lacked a single view
After
- Stable handoffs with alerts
- Single customer view with clean data
- Reporting trusted by revenue leaders
What we did
- Audit and flow mapping
- Data contract and integration fixes
- Monitoring and runbooks
- Enablement for internal teams
Timeline
- Weeks 1–2: Discovery and mapping
- Weeks 3–5: Fixes and testing
- Weeks 6–8: Rollout and hypercare
Risks & mitigations
- Integration regression risk mitigated with staged rollouts
- Data loss mitigated with backups and validation
Tools / platforms
- Modern ecommerce platform
- CRM
- OMS
- Monitoring and alerting stack
“SBM brought discipline and empathy for our constraints.”
Ops Lead, Ecommerce Brand
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