HighCohesion helped T.M.Lewin rise from the ashes and navigate a tricky turnaround to smash its targets and power to profitability.

By early 2022, the pandemic had caught up with T.M.Lewin and the business went into administration.

It was critical to bring the brand back to life as soon as possible but the T.M.Lewin team were adamant that the customer experience had to be right whilst setting up the business for success.

The team decided to accelerate a planned move to Shopify and they needed to clear a backlog of refunds that had built up during the administration process. The question was how.

T.M.Lewin’s rise from the ashes to become a thriving, profitable business in a little over a year shows what’s possible with collaboration between teams passionate about delivering results.

Both T.M.Lewin and HighCohesion were committed to getting this iconic brand back on track, and its turnaround is a story well worth telling.

HighCohesion integrated their tech stack with Shopify, enabling a six-week relaunch and building a solid data framework for growth.

Despite the pace of work, we left no stone unturned. For example, we didn’t just replace their automated refund process but reworked the entire post-purchase data flow to both Shopify and their new customer support platform, Gorgias.

We enhanced automation between Microsoft Dynamics 365 and Shopify, streamlined complex product data (think about a shirt with different collar styles, sleeve lengths, fit types, colours, sizes 🥵) with TRIMIT, and revamped the post-purchase flow with Gorgias, giving support agents better insights and freeing staff to focus on rebuilding this iconic brand.

• Reduced Manual Processes: Freeing staff to focus on building a strong foundation for the future.

• Better-informed CS Team: T.M.Lewin’s Support Agents have more information to deliver a better customer experience.

• Improved Data Visibility: With the ability to track, edit, and resend information as needed.

• Connected Data: Accurate, real-time insights from warehouse, shipping partners, and customer service tools.

• Long-term Partnership: HighCohesion has gained a deep understanding of T.M.Lewin’s business processes and is now focused on continuous improvement of their entire tech stack.

And the best thing? With a solid foundation now in place, T.M.Lewin is planning new and exciting product ranges, setting up greater international reach and increasing buying and returning options for its loyal customer base.