# Concept build: Thornwell Nurseries: One customer record for a garden-centre group

> A concept build: a fictional brand we designed to show what this looks like. It is not a client engagement and the numbers are modelled, not measured.

A concept for a multi-site garden centre where orders, enquiries and loyalty data lived in three places and were retyped between them every evening.

## Challenge
Online orders, phone enquiries and trade accounts were kept in different tools. Staff spent hours each week copying between them, and nobody could see one customer’s full history.

## Approach
- **One record per customer.** Shop, phone and trade activity combined into a single history.
- **Orders flow, not retyped.** Web orders create the CRM record and the fulfilment task automatically.
- **Routing rules.** Trade enquiries go to the trade desk; retail ones to the nearest site.
- **A weekly number.** A dashboard replaces the Monday spreadsheet.

## Built
- CRM with unified customer history
- Shop-to-CRM integration
- Enquiry routing rules
- Weekly operations dashboard
- Data clean-up and migration

Stack: CRM, Shopify API, Integration layer, Dashboard.

## Worked example: the time spent retyping (worked example)
Assumptions:
- Staff retyping orders: 3
- Hours each per week: 5
- Working weeks per year: 46
- Loaded cost per hour: £14

Arithmetic:
- Hours per week: 3 × 5 = 15
- Hours per year: 15 × 46 = 690
- Cost per year: 690 × £14 ≈ £9,660

Modelled from the assumptions shown. The saving is time returned to the team, not a promise of lower headcount.

Page: https://devraxo.com/work/thornwell-nurseries/