Case studiesFurniture retailClient system
Canvas + Loft
Every order gets a follow-up, assigned to the person who sold it
At Canvas + Loft, checking in after a sale depended on who remembered. Connect turns every Shopify order into a follow-up sequence for the salesperson who made the sale, and gives managers a log of everything that happened to it.
- Client
- Canvas + Loft
- Product
- Connect
- Industry
- Furniture retail
Every
Shopify order starts a follow-up sequence, by webhook
~10
salespeople working from their own task queue each day
1
team list and set of roles shared by every other tool
The problem
Good service after the sale, if someone remembered.
The showroom sold well, but what happened next lived in people's heads. There was no list of who owed which customer a call, no record of whether it happened, and a refund or a service order could quietly make the whole follow-up wrong.
- Post-purchase follow-up depended on individual memory, so some customers heard nothing
- Managers had no way to see which follow-ups were done and which were missed
- Every new tool meant another login and another place to manage who had access
How it fits together
Shopify orders
- Sales team roster
- Follow-up tasks per salesperson
- Manager log
- Logins for every other tool
What it does
Follow-up queue
Every order arrives by webhook and starts a task sequence for the salesperson who made the sale. Salespeople see their own tasks and managers see everyone's.
Refund-aware tasks
Refunds, partial refunds, deposits and service orders adjust or pause the sequence on their own, so nobody chases a customer who has already returned the sofa. Order tags decide which sequences apply.
Sequence builder
Managers build multi-step sequences and recurring tasks without a developer. A log records everything that happened to an order, and Resend delivers the emails.
Shared sign-in
Connect holds the one team list and the three roles, salesperson, manager and admin, that every other Canvas + Loft tool signs in against. Adding a salesperson happens once.
Inside Connect
Sequence builder
Managers set what happens after a purchase, a delivery or a service visit, step by step, with the message template attached.
Orders
Every Shopify order with its salesperson, its status and whether its sequence is running, paused or held on a deposit.
Real screens from the live system. Names, figures and personal details are blurred.
The impact
Follow-up stopped depending on memory.
Measured items come from the system itself. Projected items are our estimate, with the assumption stated, until the client confirms a figure.
What a follow-up queue does to a sales floor that used to rely on memory.
Assumes about 300 orders a month and that memory-based follow-up happened roughly half the time.
Projected figures. They are our estimate for a business of this size, with the assumptions written under each number below. We replace them with measured results as clients confirm them.
Measured
Some → all
orders with a follow-up sequence attached
Before, a follow-up existed only if someone remembered to start one. Now every Shopify order arrives by webhook and creates its own, assigned to the salesperson who sold it.
Projected
~2x
follow-ups actually completed
Assumes follow-ups that depended on memory happened about half the time. A task queue each salesperson opens every day makes the other half visible, and visible tasks get done.
Projected
~5 min
saved per order on manual tracking
Assumes each order took about five minutes to track by hand: who sold it, when to check in, and whether it was refunded. Connect records all of that from the webhook.
Under the hood