AI Operations Backbone

The challenge

The business was growing fast — too fast for its operational infrastructure. Warehouse management, customer support, finance reporting, and compliance checks were all largely manual. The team was spending the majority of their time on work that should not require human attention at all.

Customer support was the most visible problem. Response times were slow, resolution rates were low, and it was showing in the Trustpilot score. But the issue was systemic — every department had the same underlying problem.

What we built

We approached this as a full operational transformation rather than a single project. Over a structured engagement, we built the AI layer across every department in the business.

• Automated compliance checks, real-time stock sync, and fulfilment triggers — cutting manual ops overhead by 60%
• AI customer support agent that autonomously resolves refunds, re-ships, and order updates without human involvement
• Finance automation: invoice reconciliation, P&L reporting, and purchase order processing
• Social media and marketing automation: scheduling, reporting, and performance analysis
• Structured AI enablement programme across all departments — teach-ins, hackathons, and custom AI playbooks

The results

Manual operations overhead dropped by 60% within the first two months. The AI customer support agent handles the majority of support contacts autonomously, which directly improved resolution times and drove the Trustpilot rating from 4.2 to 4.8.

The enablement programme achieved 85% daily AI tool adoption across the whole company — finance, brand, marketing, and operations. Every department now has a custom AI playbook and staff use AI as a standard part of their workflow.