Automating E-commerce operations: a Make.com success story

When a 2 mln € a year home appliance e-commerce retailer approached Automations Lab, they were facing the classic growing pains of a scaling business. Manual processes were slowing them down, errors were creeping in, and their team was spending countless hours on repetitive tasks instead of focusing on growth and customer experience.

Understanding the Starting Point

We started by sitting down with their team to understand their day-to-day operations. What we found was eye-opening: customer service representatives were manually copying orders between systems (5k orders per month), warehouse staff were dealing with paper-based picking lists, and the finance team was spending hours reconciling payments. It was clear that there was enormous potential for improvement through intelligent automation.

Our Journey Together

Working closely with the client's team, we began mapping out a transformation that would touch every aspect of their operations.

Let's walk you through how we worked on each area:

Order Processing

Gone are the days of manual order entry. We created a seamless flow in Make.com that automatically captures orders from all sales channels, verifies payments, and triggers the fulfillment process. Order details are now added to an AirTable-based data warehouse, where customer care representatives can check confirmations, and pass orders to logistics.

Customer Support

We switched their customer support from a reactive scramble to a proactive powerhouse. When a customer reaches out, Make.com automatically creates and routes tickets, pulls up their order history, and even suggests responses based on common scenarios using ChatGPT. The support team now spends their time solving complex issues rather than hunting for order information.

Returns

Returns used to be a headache for everyone involved. Now, customers initiate returns through a simple form on a portal, automatically receiving return labels and tracking information. Make.com handles everything from updating inventory to processing refunds, keeping both customers and the finance team informed.

Warehouse Operations

The warehouse team received a complete digital makeover. Make.com now automatically generates picking lists, updates inventory levels, and sends reorder alerts when stock runs low. The days of paper trails and manual counts are history.

Shipping and Delivery

We implemented smart workflows that automatically select the best shipping carrier, generate labels, and keep customers informed every step of the way. The system even predicts delivery delays and proactively notifies customers via WhatsApp, reducing support inquiries.

Making It Happen with Make.com

The magic happens behind the scenes, where Make.com orchestrates complex workflows of integrations and automations. We built a network of interconnected workflows that talk to each other seamlessly, handling everything from order processing to customer communications.

Supporting the transformation

Change can be challenging, so we were there every step of the way. We trained the team, monitored the systems 24/7 during the crucial early days, and fine-tuned the automations based on team's feedback. Our support didn't end at launch - we continued to optimize and improve the systems as the business evolved.

Results speak for themselves

The company reduced their operational team size by 25% through natural attrition, with those remaining focused on high-value tasks rather than data entry. Orders increased by 12% after three months as the streamlined processes allowed them to handle more volume without adding staff. This was achieved with a cost of less than 5k€ for the implementation, and 150€/month in Make.com credits.

One operations manager put it perfectly: "We used to spend our days putting out fires. Now we're planning for the future."

Looking Ahead

This transformation wasn't just about solving today's problems - it was about building for tomorrow. The automated systems we put in place can handle three times the current volume without breaking, giving our client the foundation they need for sustainable growth.

Ready to start your own automation journey? Let's talk about how Automations Lab can help transform your business operations into a model of efficiency and scalability.

Do you want to start you journey to an automated e-commerce? Book a free 30-minute consultation with us