Real Accounts. Real Problems. Real Outcomes.

Challenge: A cosmetics brand needed a live store and a support system that could see the same order data, and neither existed yet.

Approach: Built the entire Shopify store from admin to storefront, built Freshdesk from scratch, then built a custom app to connect them so live order data appears inside every support ticket.

Challenge: A gym needed a support structure that could route appointments, billing, escalations, and member questions to the right person, and none of that structure existed yet.

Approach: Built a full Freshdesk configuration from scratch: role based access across Administrator, Supervisor, Agent, and Ticket Collaborator, six routing groups covering Appointments, Billing, Customer Support, Escalations, Insurance, and Patient Assistance, each with its own business hours, and a working team of agents staffed across them.

Challenge: A womenswear brand needed a complete store, catalog, checkout, policies, and customer experience, and none of it existed yet.

Approach: Built the full Shopify store from admin to storefront: product catalog across nine categories, checkout and customer account configuration, tax and regional settings, return and cancellation policies, staff notification rules, and customer facing FAQs and instant answers covering delivery, returns, and order tracking.

Challenge: A wellness business running customer support out of personal email, WhatsApp, and social media, with nothing tracked, no SLA standards, no escalation path, and no way to know what its customers were actually experiencing.

Approach: Full Freshdesk implementation from admin setup through live deployment, then trained the internal team to full independence with complete process documentation delivered at handover.

Challenge: A critical account with a 38.2 health score, six of twelve stores inactive, 69% usage decline, an unresponsive champion, and renewal five months away.

Approach: Full diagnostic audit, cross-functional war room, structured 90-day phased recovery plan, executive relationship rebuild, and re-onboarding of all inactive stores.

Challenge: Inherited four simultaneous accounts on day one with no handover notes, two unmanaged for weeks, one in a broken onboarding, and one showing a live expansion signal.

Approach: Triaged by revenue risk and behavioral signal, then executed four parallel strategies: relationship rescue, churn recovery, onboarding reset, and expansion positioning.

Challenge: Three accounts, three different failure types: silent disengagement 30 days from renewal, high platform activity with zero business outcomes, and a loyal customer's expansion signal ignored and now at risk from a competitor.

Approach: Root cause diagnosis before any action. Three different recovery and expansion strategies sequenced to address the actual problem, not the visible symptom.

Challenge: A $14,400 ARR account at 38% adoption against a 70% benchmark, with renewal in 90 days, two unused premium features, no visible ROI, and silent churn risk across a 42-account portfolio.

Approach: RICE-prioritised initiative planning, tailored ROI reporting, beta program nomination, and a structured 12-week success plan executed across the full portfolio.