Yerbae
Plant based energy meets CX Rebuild + Operating Turnaround
Rebuilt the customer experience across AI, e-commerce, support, fulfillment, and operations while the brand evolved its products, channels, and go-to-market strategy.
Yerbae
Yerbae
Industry
Beverage
Beverage
ROLE
CX Asessment Success Roadmap Embedded ownership Implementation
CX Asessment Success Roadmap Embedded ownership Implementation
Deliverables
Campaign assets Channel alignment Customer facing AI CRM and AI tool training
Campaign assets Channel alignment Customer facing AI CRM and AI tool training
TIMEFRAME
20 weeks
20 weeks
Yerbae
Yerbae
Challenge
Kicker
THE DRINK
PERFORMANCE AT SCALE
THE DRINK
PERFORMANCE AT SCALE
Rapid growth across DTC, retail, and distribution created fragmented systems, workflows, and ownership across CX, fulfillment, and operations.
Rapid growth across DTC, retail, and distribution created fragmented systems, workflows, and ownership across CX, fulfillment, and operations.
Yerbae was operating across a growing mix of DTC, retail, wholesale, and distribution channels, but the customer experience behind those channels had become increasingly fragmented. Systems, workflows, fulfillment processes, customer communication, and ownership were not always aligned as the business scaled. Customer issues could cross CX, e-commerce, logistics, sales, and operations without a clear handoff or single source of truth. That created unnecessary escalations, inconsistent responses, slower resolution, and limited visibility into the operational problems driving customer contact in the first place. The challenge was to connect those moving parts into one operating model that could support growth without adding friction, cost, or complexity for the customer.
Yerbae was operating across a growing mix of DTC, retail, wholesale, and distribution channels, but the customer experience behind those channels had become increasingly fragmented. Systems, workflows, fulfillment processes, customer communication, and ownership were not always aligned as the business scaled. Customer issues could cross CX, e-commerce, logistics, sales, and operations without a clear handoff or single source of truth. That created unnecessary escalations, inconsistent responses, slower resolution, and limited visibility into the operational problems driving customer contact in the first place. The challenge was to connect those moving parts into one operating model that could support growth without adding friction, cost, or complexity for the customer.
Solution
Kicker
New Channels
Same experience
New Channels
Same experience
We rebuilt the systems, policies, workflows, and ownership connecting e-commerce, CX, fulfillment, and operations while supporting new products and go-to-market initiatives.
We rebuilt the systems, policies, workflows, and ownership connecting e-commerce, CX, fulfillment, and operations while supporting new products and go-to-market initiatives.
We rebuilt the operating infrastructure behind the customer experience while the brand evolved across products, channels, and go-to-market initiatives. CX workflows, policies, escalation paths, fulfillment processes, and ownership were redesigned to give customers a more consistent experience and teams clearer accountability. Customer contact was also turned into an operating signal. Recurring issues were traced back to their source across fulfillment, inventory, policy, product, and e-commerce so the business could address what was generating contacts instead of simply handling them faster. The result was a leaner, more connected customer operation built to support the brand as it grew.
We rebuilt the operating infrastructure behind the customer experience while the brand evolved across products, channels, and go-to-market initiatives. CX workflows, policies, escalation paths, fulfillment processes, and ownership were redesigned to give customers a more consistent experience and teams clearer accountability. Customer contact was also turned into an operating signal. Recurring issues were traced back to their source across fulfillment, inventory, policy, product, and e-commerce so the business could address what was generating contacts instead of simply handling them faster. The result was a leaner, more connected customer operation built to support the brand as it grew.
Rebuilt CX systems, policies, workflows, and ownership around a changing brand and customer journey.
Rebuilt CX systems, policies, workflows, and ownership around a changing brand and customer journey.
CX Asessment Success Roadmap Embedded ownership Implementation
Connected customer feedback to fulfillment, inventory, product, and operational fixes upstream.
Connected customer feedback to fulfillment, inventory, product, and operational fixes upstream.
Connected customer feedback to fulfillment, inventory, product, and operational fixes upstream.
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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