Order to Delivery

What this workflow is

The whole customer-facing experience and the operational machinery behind it — from a shopper’s first pre-purchase question, through checkout, to a reconciled book at month-end.

The flow today

graph LR
    subgraph Customer
        PRE[Pre-Purchase Inquiry<br/>75% of Jul–Oct CS]
        ORDER[Customer Order]
    end

    subgraph Commerce
        HYB[Hybris Checkout<br/>Custom / Vercel frontend]
        COUP[Coupons & Promotions<br/>Excel → Hybris<br/>Manual entry]
        PAY[Payment Processing<br/>Braintree / MX / PayPal]
    end

    subgraph Operations
        ALLOC[Inventory Allocation<br/>5+ channels competing<br/>No real-time visibility]
        TRACK[Container Tracking<br/>Podium<br/>4–5 day blind spot]
        WMS[3PL Systems<br/>7–9 warehouses]
    end

    subgraph Service
        SHIP[Shipping]
        CS[Customer Service<br/>Gladly<br/>20 → 500+ agents]
    end

    subgraph Finance
        QB[QuickBooks<br/>8 entities]
        RECON[Monthly Reconciliation<br/>1,000+ transactions<br/>30-day close]
    end

    PRE -->|3–4% reach Design Consultants| HYB
    PRE -->|96% self-service| HYB
    ORDER --> HYB
    COUP -.->|Promotions applied| HYB
    HYB --> PAY
    PAY -->|Bank deposits| QB
    HYB -->|Snowflake| ALLOC
    TRACK -->|4–5 day gap| WMS
    ALLOC -->|Manual allocation| WMS
    WMS --> SHIP
    SHIP --> CS
    QB -->|Manual research| RECON

    style ALLOC fill:#fecaca,stroke:#ef4444
    style TRACK fill:#fecaca,stroke:#ef4444
    style COUP fill:#fef3c7,stroke:#f59e0b
    style RECON fill:#fef3c7,stroke:#f59e0b
    style PRE fill:#dbeafe,stroke:#3b82f6

How it works

Seasonal shape

Where it gets stuck

What a cohort here works on

A cohort on Order to Delivery partners with operations, supply chain, customer service, finance, and digital commerce to close the blind spots that currently get covered by human effort.

Places a cohort finds traction:

• Real-time visibility from port to warehouse and across 3PL systems
• Self-serve inventory lookup so channel teams answer their own questions
• Pre-purchase conversation layer extending the Design Consultant experience beyond 3–4% of shoppers
• Dynamic-pricing feed that can tell real sales from channel reallocations and feed glitches
• AI-assisted monthly reconciliation so finance can be a partner to every new channel
• Coupon pipeline that isn’t one person and one Excel file
• AI layer built into the NetSuite go-live from day one, so the new ERP is something teams actually use

The June NetSuite migration is a natural integration point for the data side.

Get involved

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