E-Commerce Recovery

Lost revenue doesn’t scream. It vanishes quietly. We’ve hunted it down before.

Special Circumstance

🔹 Expertise

Lost revenue doesn’t file complaints. It doesn’t flash warnings. It slips out the side door while everyone’s busy admiring the homepage.

This system was built for those silences. A full-spectrum e-commerce and backend recovery project — where the client didn’t need new traffic. They needed to stop the bleeding.

Because what you don’t fix becomes what you fail to scale.

🔹 Brief

Sheet Music Authority (SMA) wasn’t broken — it was leaking.
The checkout worked. The POS synced. The CRM was technically connected. But UX friction, domain lapses, and database blind spots were eroding conversions week by week.

No alarms, no outcry — just evaporating sales and a vanishing email list.

This project uncovered what the dashboards didn’t.

🔹 Goals

Diagnose and resolve silent checkout drop-offs
Restore domain and DNS integrity after registrar lockout
Reconnect segmented user data between POS, site, and CRM
Reactivate dormant email list without triggering unsubscribes

🔹 Approach

It began with a ghost.
A user tried to check out — but the system failed silently. Upon deeper inspection, we discovered that auto-created user accounts through the site weren’t compatible with the in-store POS. One customer, two systems, zero continuity.

We rebuilt the account logic, patched the CRM bridge, and conducted domain recovery from a stalled registrar migration that had halted site trust.

Then, using forensic UX tools, we isolated a multi-click bottleneck on mobile checkout — resolved with one strategic button relocation.

Finally, the re-engagement emails:
Segmented by past purchase behavior, friction-tested, and deployed with a “we fixed it” framing that drove both clicks and goodwill.