eCaaS - e-commerce as a Service

 

THE SERVICES

• e-commerce as a Service (e-commerce Operations Management)
• e-commerce, digital and strategy consulting services
• Project Management consulting services

THE APPLICATIONS 

• Magento 2.0
• Other 3rd Party applications and integrations

 

THE BUSINESS

Established in 2013 and within a year of launch, THE UPSIDE grained great traction growing its reach around the world. The brand can now be found in some of the finest global stores and websites including Matches, Carbon 38, Net-a-Porter, Nordstroms, Lane Crawford and Selfridges to name a few. Founded by Australian fashion icon Jodhi Meares, THE UPSIDE’s early ethos lay in establishing a bold brand that catered to sartorially sophisticated and time savvy individuals who led demanding lives but cherished their training.

The Objectives

The Upside required a range of operational, e-commerce, digital marketing, strategic and project management expertise over an 8 month period. The business had reached a point in their evolution where they were poised to embark on a number of initiatives to grow revenue, improve their cost base and revise their e-commerce operations. Realising there was a resourcing constraint within their business, it works was engaged to lead this period of strategic execution and change alongside their executive team in the form of an eCaaS engagement.

it works offer these services to businesses of varying shapes and sizes and is aptly named “e-commerce as a Service” or eCaaS. Objectives of the engagement included:

  • Provision of immediate ‘e-commerce management’ capability and leadership

  • Ensuring Channel Performance KPIs were in place and managed

  • Driving opportunities to increase revenue & reduce operational costs, including the production of a 12 month financial PnL forecast

  • Production of a Customer acquisition and ongoing revenue growth strategy – including email database growth

  • Driving opportunities to improve the customer experience

  • Ensure any website operational incidents are dealt with in a timely fashion

  • Work alongside other teams on customer facing and other business/operational projects

  • Identify current channel objectives and assessing performance against objectives

  • Manage e-commerce technical architecture and support structure, including all 3rd party service providers and performance contracts

  • Manage daily operations required to run the e-commerce channel, including mgt reporting, managing issues & risks within the channel

  • Manage progress against Strategic Plan

  • Digital marketing and branding initiatives alongside agencies and in-house team

The expertise provided by it works:

  • Access to e-commerce leadership capability

  • Access to technical skills and experience when you need it

  • Access to established and proven set of channel KPIs and Metrics

  • Access to proven strategies to improve profitability

  • Access to experience in the following critical areas:

    - e-commerce Channel Management

    - Brand Marketing

    -Technical Project Management

    -Operational Change, Configuration and Release Management

    -Business Analysis, testing and remediation

    -Digital Marketing, Analytics and Reporting expertise

    -System Performance and Availability Management

  • Access to information on the latest services and solutions

  • Access to strategic planning and project management expertise as required

The Outcome

Working alongside The Upside leadership team, it works was able to maintain continuity in channel operations, ensure the online channel growth targets were met and helped The Upside team drive the successful implementation of key e-commerce initiatives over the course of 8 months.