Case study
Omisa, retail jewellery operations
Context: catalogue + custom-order lead handling for a growing storefront team.
The war
High-intent leads were arriving through multiple channels: WhatsApp, Instagram, and the web store, with inconsistent handoff into fulfilment. Custom orders needed faster qualification without losing the human touch that sells fine jewellery.
What we mapped
End-to-end workflow from enquiry to catalogue match to custom spec to ops queue. We documented tools, owner handoffs, and where response lag created drop-off.
What we built
Ops-first automation around lead triage and order context. Not a generic chatbot. Focus on response speed, handoff clarity, and auditability for a team shipping across India.
Outcome
Faster lead response loops and clearer ops ownership. Full metrics available on request at hello@nxflowai.com.