Alpharetta, GA
LCL3
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Wild West Hardware
Case Study / CX & Operations Build

Moving product fast.
Now the back-end keeps pace.

Hardware and building supply. A dual-track build: Gorgias for CX and a WMS for the warehouse, both integrated into Shopify.

-35%CX Ticket Volume
DocumentedFulfillment SOP
IntegratedOperations Stack
01 / The Challenge

A foundation,
not a band-aid.

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.

02 / What We Did

CX and warehouse,
one stack.

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
Tools: Gorgias · WMS · Shopify
Wild West Hardware hammered door pull installed
03 / The Results

Ready to scale
without overhead.

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.

Back-end can’t keep pace?
Let’s fix the foundation.

You tell us the problem. We solve it.

Work with LCL3 →

Challenge

Wild West Hardware was moving product faster than the back-end. Support was email: no routing, no macros, no order visibility. Warehouse inventory lived outside the sales system, so fulfillment errors and a weekly recon were the operating model. They needed a foundation, not another workaround.

What we did

Dual-track: Gorgias with Shopify in every ticket, routing by issue type (shipping, returns, product, B2B), 20+ macros on the high-volume scenarios, and Gorgias AI for first-response deflection on order status and return policy. On the floor: WMS, zone/SKU/location mapping, real-time inventory sync to Shopify, pick-pack-ship SOPs, and end-to-end training on both platforms.

Outcome

Disconnected tools and reactive support became an integrated stack — tools, data, and a written process. The page records −35% CX ticket volume, a documented fulfillment SOP, and an integrated operations stack. Same engagement family as Hinge Outlet. CX and operations services.