The Diagnosis
Store and online leads were tracked in separate spreadsheets.
The Prescription
A unified CRM with omnichannel lead capture and automated follow-up.
The Relief
Lifted repeat purchase rate by 28% in two quarters.
Case notes
A retail & e-commerce operation came to Devlynks with a familiar set of symptoms. Store and online leads were tracked in separate spreadsheets. Our diagnosis phase mapped the full workflow, quantified the hours lost, and identified the highest-leverage points to intervene. A unified CRM with omnichannel lead capture and automated follow-up. We rolled out in phases with the operations team embedded throughout, migrating historical data, training key users, and instrumenting every process so improvement could be measured rather than assumed. Lifted repeat purchase rate by 28% in two quarters. The system now runs as the daily backbone of the operation, with a support retainer covering monitoring and continuous optimisation.