Intelli-Rational Solutions

Intelli-Rational Solutions

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Case Study

e-Commerce Business

71%

Drop in Customer Complaints

Complaint rate fell from 12% to 3.5%

28 hrs

Founder Hours Reclaimed/Week

Weekly workload cut from 70+ hrs to 42 hrs

66%

Cost Saving vs. UK Local Hire

From £3,200/month down to £1,100/month

About HomeNest

HomeNest Co. launched in 2021 and scaled quickly to 4,000+ products across multiple marketplace channels. The founder was simultaneously managing supplier relationships, order fulfilment, returns, customer emails, inventory updates, and marketing an unsustainable workload that was creating operational errors, delayed responses, and mounting customer complaints.

▌ THE CHALLENGE

– Customer service inbox averaging 180+ unread emails at any given time – Order discrepancies and misrouted returns causing a 12% complaint rate – Supplier purchase orders being sent late, resulting in 3–7 day stock-out events – Inventory spreadsheets updated manually and often out of sync with live listings – Founder working 70+ hour weeks with no capacity for growth strategy

▌ OUR SOLUTION

Intelli-Rational Solutions deployed a full-time remote admin assistant with e-commerce operations experience. The assistant was onboarded into the client’s Shopify backend, supplier communication channels, and customer service tools within five days. Within three weeks, the inbox backlog was eliminated and processes were systematised. – Customer service management: triaging, responding to, and escalating emails within a 4-hour SLA – Returns and refunds: processing requests, coordinating with logistics, updating order records – Supplier coordination: sending purchase orders on schedule, chasing delivery confirmations – Inventory management: daily stock level checks, flagging low inventory, updating listings
METRIC BEFORE AFTER
Customer Email Response Time 48–72 hours Under 4 hours
Customer Complaint Rate 12% 3.5%
Stock-Out Events (Monthly) 6–8 per month 0–1 per month
Founder Weekly Work Hours 70+ hours 42 hours
Cost vs. UK-Based Admin Hire £3,200/month £1,100/month
“I used to dread opening my laptop. Now I open it and things are already handled. The admin support paid for itself in the first month just from the reduction in refunds and complaints.”

Founder

HomeNest Co.