How We Drove Omnichannel Growth for a Fashion & Retail Brand by Owning the Full Customer Journey

Most fashion and retail brands don’t have a growth problem. They have a journey ownership problem.

This case study breaks down how we helped a fashion & retail brand unlock measurable online growth—not by adding more tools or campaigns, but by connecting online, offline, marketing, and retention into one cohesive customer experience.

The Challenge: Growth Was Fragmented Across Channels

On the surface, the brand was doing many things right.

• Strong offline presence and footfall

• A growing Shopify store

• Active CRM, loyalty, email, and WhatsApp programs

  
  

But underneath, the customer journey was deeply fragmented.

What wasn’t working:

▸ Online and offline data lived in silos

▸ Each vendor owned a slice (ads, website, CRM, loyalty)

▸ No one owned the end-to-end customer journey

▸ Repeat purchases online were low

▸ Post-purchase engagement dropped sharply after checkout

▸ Leadership lacked a clear view of what was actually driving revenue

The result? Lost conversions, weak retention, and missed opportunities across touchpoints.

Our Approach: Start With the Journey, Not the Channel

Instead of jumping straight into redesigns or campaigns, we stepped back and asked a simple question:

Where exactly is the brand losing customers, revenue, and momentum across the journey?

Step 1: Unifying the Data Foundation

We stitched together data across:

✅ Shopify

✅ GA4

✅ CRM & loyalty

✅ Email & WhatsApp

✅ Store-level interactions

This gave us a single view of the customer—across browsing, buying, returning, and re-engaging.

Step 2: Mapping the Full Omnichannel Journey

We mapped the journey end-to-end:

✅ First visit → product discovery

✅ PDP → cart → checkout

✅ Post-purchase → replenishment → repeat

✅ Store visit → online re-engagement

This revealed clear friction points:

▸ Mobile discovery was weak

▸ PDPs lacked clarity and confidence cues

▸ Checkout drop-offs were higher than benchmarks

▸ Post-purchase journeys were transactional, not relationship-driven

Step 3: CRO & UX Fixes That Moved the Needle

Rather than large redesigns, we focused on high-impact, fast CRO wins:

✅ Improved navigation and filters for mobile users

✅ Faster, cleaner PDPs with clearer decision cues

✅ Reduced friction between PDP → cart → checkout

Every fix was tied to a measurable outcome, not just best practices.

Step 4: Designing Omnichannel Retention Journeys

This is where growth really unlocked.

We designed:

✅ Store-to-online journeys using QR codes and WhatsApp nudges

✅ Post-purchase education and loyalty reminders

✅ Replenishment and re-engagement flows based on behavior, not blasts

✅ Cross-channel orchestration across email + WhatsApp

Each journey was timed to customer intent, not marketing calendars.

Step 5: Visibility for Leadership & Ops

Finally, we built dashboards that answered the questions leadership actually cares about:

✅ Where are we losing conversions?

✅ Which journeys drive repeat revenue?

✅ What should we fix first?

This shifted decision-making from gut feel to clear CX-led priorities.

The Impact: Measurable, Sustainable Growth

By owning the full journey—not just isolated channels—we helped the brand achieve:

✅ +12–18% conversion lift

✅ Higher AOV through better discovery & cross-sell

✅ Improved repeat purchases from omnichannel customers

✅ Clear visibility into online + offline contribution

Micro-Wins That Added Up

Small, focused improvements delivered outsized impact:

✅ Mobile PDP redesign → +11% CVR

✅ Store-visit → WhatsApp follow-ups → +19% repeat purchases in 45 days

✅ Improved filters & search → +14% PDP engagement

✅ Loyalty nudges post-purchase → +22% redemption rate

The Boltworks Difference

This wasn’t about adding more tools or running more campaigns.

It worked because:

👉 We owned the end-to-end customer journey

👉 We connected UX, data, MarTech, and operations

👉 Every recommendation was tied to business outcomes

👉 We acted as a CX taskforce, not a vendor

For brands scaling across online and offline, growth doesn’t come from isolated optimizations. It comes from designing the customer journey as a system.