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Case Study

Retail Ops Support at Scale for a High-Volume Ecommerce Retailer

Industry: Ecommerce Retail

Project Overview

Goal

Improve customer support throughput, product readiness, pricing accuracy, and back-office stability.

Results

– 7,320 customer tickets closed in 6 months (10.31 tickets/hr avg; 12.24 peak) – 11,196 products processed/uploaded in ~5 weeks – 895 pricing items cleared in ~3 days (~300/day sprint pace) – 1,295 AP transactions coded + 188 journal entries completed

Background

A high-volume ecommerce retailer needed consistent execution across customer service, catalog uploads, pricing checks, and AP processing to prevent delays, errors, and operational disruption.

Engagement Outline

  • Challenges
  • Customer Service Demand & Revenue Risk: High inquiry volume, returns, refunds, and chargebacks required consistent speed and accuracy to protect customer experience and reduce financial loss.
  • Inventory & Catalog Throughput Constraints: Thousands of products needed to be processed and uploaded quickly, with accurate imagery and information, to prevent missed launches and lost revenue.
  • Pricing Integrity & High-Visibility Listing Accuracy: Pricing comparison and SKU-level verification were critical to prevent margin leakage, pricing errors, and customer trust issues especially during promotions.
  • Financial Controls & Cash Visibility Requirements: Accounts payable coding, journal entries, payment logs, and daily cash flow reporting required consistent execution to avoid disruption to vendor payments and month-end close.
  • Key Solutions Implemented
  • Embedded Customer Service Execution Team: Bold supported daily customer service operations by closing high volumes of tickets across channels and managing increasingly complex cases such as refunds and chargebacks.
  • Inventory Catalog Processing & Data Entry Support: A dedicated Data Entry & Analysis function managed large-scale product uploads and executed manual workarounds during technical issues to prevent launch delays.
  • Pricing Verification & Operational Flex Coverage: Virtual Assistants ensured pricing and listing accuracy during promotions, processed large pricing sprints, and shifted to order tracking support during peak to reduce customer service strain.
  • Accounts Payable Processing & Reporting Controls: Bold handled transaction coding, journal entries, vendor batch cycles, and ensured consistent daily payment logs and cash flow reporting compliance.

Conclusion

Bold’s team members are not providing optional support, they are operating inside Zulily’s daily business model across customer service, inventory readiness, pricing accuracy, and financial controls. Performance logs and weekly metrics confirm their work is sustained, measurable, and tightly embedded in operational execution.

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