01
A paid order is a deal before the manager reads the email
Before Squarespace sends an email about a new order, the manager copies the name and address into the CRM by hand, and evening orders wait until morning.
After the order appears in the CRM as a deal with all lines, the buyer's card is created or found by email, and the warehouse sees the picking list at the same second the payment goes through.
02
The store stops selling what the warehouse no longer has
Before the same goods sell on the site, on a marketplace and from a showroom; stock in Squarespace is updated once a week and the last unit is sold twice.
After the warehouse keeps stock in the CRM, and every change is written into the variant quantity in Squarespace within a minute, so the site shows 'sold out' the moment it is true.
03
'Where is my order?' is answered from one card
Before the buyer writes on Instagram, the manager searches Squarespace by email, then the courier's site by tracking number, then replies ten minutes later.
After the client card in the CRM shows all their orders, the shipping status and the tracking number in one screen, and the reply takes the time it takes to type it.
04
Repeat buyers get a second touch
Before a person who bought three times is just three rows in the Squarespace order list.
After the client card in the CRM counts orders and the total, the CRM tags the buyer as 'regular' after the second order, and the manager sees the whole history and the marketing consent before offering anything new.