E-commerce
25-person DTC brand
Lumen Retail survived Black Friday with zero manual order ops
Peak season used to mean all-hands order triage. We automated routing, fraud checks, and returns so the team shipped 12,000 orders without touching a spreadsheet.
Client
Lumen Retail
Industry
E-commerce
Team size
25-person DTC brand
Result
12,000 orders, 0 manual touches
Peak season, every season
For Lumen, Black Friday meant the whole team triaging orders by hand — routing to warehouses, screening for fraud, and processing returns one ticket at a time. It didn’t scale, and it burned the team out.
We automated the full order lifecycle: smart routing by location and stock, an ML fraud check on every order, and a self-serve returns flow that resolves most cases without a human.
Black Friday, automated
Lumen shipped 12,000 orders over the weekend with zero manual order ops. The team watched a dashboard instead of a queue, and customer response times stayed under two minutes throughout peak.
Proven results
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