Retention Dashboard Development
Dashboards & Analytics
Project overview
Design and delivery of a staged retention dashboard (Stages 1–4) encompassing the full customer lifecycle from first activity onward.
Business challenge
Retention was reported from spreadsheets rebuilt by hand each week. The figures arrived late, and two teams posing the same question could reach two different answers.
Technical scope
A data model review, a single agreed definition for each metric, queries run against production data and a dashboard layer offering stage-level breakdown.
Implementation
Delivered iteratively, one stage at a time, with each stage validated against the existing manual report before work on the next began.
Outcome: retention reporting was transformed from a weekly manual exercise into a live view the commercial team consults directly, with metric definitions documented and no longer open to dispute.
CRM Data Quality & Restructuring
CRM & Data Management
Project overview
Import, cleansing and structural redesign of a CRM burdened with several years of inconsistent records.
Business challenge
Duplicated and incomplete records rendered segmentation unreliable. Campaign lists had to be verified by hand before anyone would risk sending to them.
Technical scope
Data import and parsing, deduplication, integrity checks, a restructured record model and validation rules enforced at the point of entry.
Implementation
Cleansing was first performed on a copy, with a reconciliation report for every batch, before any change was applied to the live CRM.
Outcome: segments and reports that can inform decisions without manual verification, and a system that no longer admits incomplete or malformed records.
E-commerce Features & Customer Journey
E-commerce Development
Project overview
Storefront feature development, undertaken alongside a comprehensive review of checkout, payment methods and the customer journey.
Business challenge
Customers were abandoning the journey between basket and completed payment. With no instrumentation to reveal where, every theory seemed plausible and none could be tested.
Technical scope
New storefront features, UI/UX refinements, a payment-method review and conversion-break analysis across the entire funnel.
Implementation
Instrumentation was introduced first to pinpoint the drop-off points; fixes were then implemented and measured against the same baseline.
Outcome: the conversion breaks were pinpointed, resolved and instrumented, ensuring that any recurrence would be detected immediately.
Application Testing & Optimisation
QA & Performance
Project overview
Introduction of automated testing and a measured load profile for an application released on a regular cycle.
Business challenge
Releases were verified by hand, rendering them slow and inconsistent. Load-related failures emerged during peak hours and were reported by customers.
Technical scope
Automated regression coverage for business-critical journeys, load and fault-tolerance testing, application diagnostics and performance optimisation.
Implementation
Regression coverage was built first around the journeys that had previously failed, then methodically extended outward.
Outcome: a repeatable pre-release check and an established load ceiling, replacing conjecture about what the platform can sustain.
