The Problem

Wild West Hardware was moving product fast, but their operational back-end couldn’t keep pace. Customer support ran through email with no routing, no macros, and no visibility into order status. Warehouse inventory was tracked outside their sales system, creating fulfillment errors and manual reconciliation every week. They needed a clean operational foundation — not a band-aid.

The Approach

LCL3 deployed a dual-track build: Gorgias for CX and a WMS for the warehouse — both integrated into Shopify and mapped to their actual workflows.

• Implemented Gorgias with full Shopify integration — live order data surfaced inside every ticket
• Built ticket routing rules by issue type (shipping, returns, product questions, B2B inquiries)
• Created 20+ macros for the highest-volume support scenarios — reducing handle time significantly
• Configured Gorgias AI for first-response deflection on order status and return policy queries
• Deployed WMS and mapped warehouse zones, SKU structure, and inventory locations
• Synced WMS inventory feed with Shopify in real time — eliminating manual reconciliation
• Designed pick-pack-ship workflows with documented SOPs for warehouse staff
• Trained the team on both platforms end-to-end

The Result

Wild West Hardware went from disconnected systems and reactive support to a fully integrated operations stack. The team had real tools, real data, and a documented process — ready to scale without adding overhead.