Case study Concept build
Thornwell Nurseries
One customer record for a garden-centre group. 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.
- You own
- The code, from day one
- Type
- Concept build (fictional brand)
- Industry
- Retail and e-commerce
- Services
- CRM & integrations, Web & product
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.
The challenge
What needed solving.
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.
The approach
What we did.
Each step below is something you can see and approve before the next begins.
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One record per customer
Shop, phone and trade activity combined into a single history.
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Orders flow, not retyped
Web orders create the CRM record and the fulfilment task automatically.
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Routing rules
Trade enquiries go to the trade desk; retail ones to the nearest site.
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A weekly number
A dashboard replaces the Monday spreadsheet.
What was built
The deliverables.
- 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
Assumptions
- Staff retyping orders
- 3
- Hours each per week
- 5
- Working weeks per year
- 46
- Loaded cost per hour
- £14
The arithmetic
- Hours per week3 × 5 = 15
- Hours per year15 × 46 = 690
- Cost per year690 × £14 ≈ £9,660
Modelled from the assumptions shown. The saving is time returned to the team, not a promise of lower headcount.
Services behind this
Want something like this?
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CRM setup and customisation
HubSpot, Zoho, Pipedrive or custom — configured around your sales process, with your team trained to use it.
from £900 -
Systems integration and APIs
Connects your CRM, accounting, e-commerce and internal tools so data flows without retyping.
from £1,900 -
Ops dashboards and reporting
Live dashboards built from your own data, so the weekly number takes seconds instead of a morning.
from £1,500
Start here
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