Sure Shot
A functional beverage built around feeling better, faster. Every customer touchpoint had to deliver with the same speed and clarity.
We rebuilt the customer experience across e-commerce, support, fulfillment, and retention, connecting the systems, workflows, policies, and ownership behind each touchpoint. We introduced governed AI, redesigned automation and escalation paths, and turned customer contact data into actionable signals across marketing, fulfillment, product, and operations.
Sure Shot
Sure Shot
Industry
Beverage
Beverage
ROLE
CRM changeover AI & API connected systems Team strategy Dept Reorg
CRM changeover AI & API connected systems Team strategy Dept Reorg
Deliverables
Systems redesign Interface framework Clinical onboarding system Product communication assets Motion guidelines Launch platform
Systems redesign Interface framework Clinical onboarding system Product communication assets Motion guidelines Launch platform
TIMEFRAME
52 weeks
52 weeks
Sure Shot
Sure Shot
Challenge
Kicker
THE SETUP
WITHOUT FRICTION
THE SETUP
WITHOUT FRICTION
A fast-moving beverage brand reset exposed gaps across e-commerce, support, fulfillment, inventory, and the customer journey.
A fast-moving beverage brand reset exposed gaps across e-commerce, support, fulfillment, inventory, and the customer journey.
The business was evolving quickly across product, branding, channels, and go-to-market strategy, but the operating experience behind the brand had not kept pace. Customer support, e-commerce, fulfillment, inventory, policies, and internal ownership were operating with different priorities and limited connection between them. As new products, offers, and channels were introduced, those gaps increasingly showed up in the customer experience through inconsistent communication, avoidable contacts, fulfillment issues, and unnecessary cost. The challenge was not simply improving support. It was rebuilding the operating foundation behind the customer experience while the business continued to move.
The business was evolving quickly across product, branding, channels, and go-to-market strategy, but the operating experience behind the brand had not kept pace. Customer support, e-commerce, fulfillment, inventory, policies, and internal ownership were operating with different priorities and limited connection between them. As new products, offers, and channels were introduced, those gaps increasingly showed up in the customer experience through inconsistent communication, avoidable contacts, fulfillment issues, and unnecessary cost. The challenge was not simply improving support. It was rebuilding the operating foundation behind the customer experience while the business continued to move.
Solution
Kicker
Connect all departments
With the customer
Connect all departments
With the customer
We aligned systems, workflows, ownership, and handoffs across DTC, retail, fulfillment, and CX to create a more consistent customer experience as the brand scaled.
We aligned systems, workflows, ownership, and handoffs across DTC, retail, fulfillment, and CX to create a more consistent customer experience as the brand scaled.
We connected the teams and systems behind Sure Shots customer experience across e-commerce, retail, fulfillment, CX, and operations. Workflows and ownership were clarified, handoffs were rebuilt, and customer contact data was used to surface the operational issues creating friction upstream. The result was a more connected operating model where issues moved to the right owner faster, customer context carried across teams, and CX became a clearer signal for fulfillment, policy, inventory, and growth decisions. The brand could scale across channels with less fragmentation and a more consistent experience for the customer.
We connected the teams and systems behind Sure Shots customer experience across e-commerce, retail, fulfillment, CX, and operations. Workflows and ownership were clarified, handoffs were rebuilt, and customer contact data was used to surface the operational issues creating friction upstream. The result was a more connected operating model where issues moved to the right owner faster, customer context carried across teams, and CX became a clearer signal for fulfillment, policy, inventory, and growth decisions. The brand could scale across channels with less fragmentation and a more consistent experience for the customer.
Aligned CX, fulfillment, and operations around shared systems, workflows, ownership, and customer data.
Aligned CX, fulfillment, and operations around shared systems, workflows, ownership, and customer data.
CRM changeover AI & API connected systems Team strategy Dept Reorg
Rebuilt handoffs and feedback loops so customer issues moved faster and insights reached the teams responsible for fixing them.
Rebuilt handoffs and feedback loops so customer issues moved faster and insights reached the teams responsible for fixing them.
Rebuilt handoffs and feedback loops so customer issues moved faster and insights reached the teams responsible for fixing them.
We rebuilt the customer experience across e-commerce, support, fulfillment, and retention, connecting the systems, workflows, policies, and ownership behind each touchpoint. We introduced governed AI, redesigned automation and escalation paths, and turned customer contact data into actionable signals across marketing, fulfillment, product, and operations.
We rebuilt the customer experience across e-commerce, support, fulfillment, and retention, connecting the systems, workflows, policies, and ownership behind each touchpoint. We introduced governed AI, redesigned automation and escalation paths, and turned customer contact data into actionable signals across marketing, fulfillment, product, and operations.
We rebuilt the customer experience across e-commerce, support, fulfillment, and retention, connecting the systems, workflows, policies, and ownership behind each touchpoint. We introduced governed AI, redesigned automation and escalation paths, and turned customer contact data into actionable signals across marketing, fulfillment, product, and operations.
We don't pitch. We have a conversation.
Every project begins with a free discovery call. No commitment, no pressure.
Natalie Kiedis
Client Services
We don't pitch. We have a conversation.
Every project begins with a free discovery call. No commitment, no pressure.
Natalie Kiedis
Client Services
We don't pitch. We have a conversation.
Every project begins with a free discovery call. No commitment, no pressure.
Natalie Kiedis
Client Services
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