Nelson & Co Solutions

BACKGROUND

Introduce your business and what you do there.

I’m the co-founder of The Turquoise Paw, a jewelry company that supports animal rescue efforts. We also donate 10% of our net proceeds to other rescues.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nelson & Co Solutions?

I hired Nelson & Co to set up SOPs and get all my technical systems in place.

SOLUTION

What was the scope of their involvement?

I don't have a technical background so we asked Nelson & Co to set up our Shopify systems. They established everything in a way that could allow us to see what products were coming in and going out and whether the customers were happy or not.

Nelson & Co created an email template for the process of returning purchased items. They put it together such that we would get a picture of the item, receive it physically, and determine if we should proceed with a full refund, a partial refund, or an item exchange. 

The team also helped us develop processes around providing discount codes to our customers and knowing which organizations to team up with. They created tags for our products in Shopify so that we could track how much of a particular category of items have been sold, how many items needed replacing, and how many orders were improperly shipped. 

For all of the systems they had put in place, Nelson & Co provided training for my agents.

What is the team composition?

We worked with two people. One person audited the current state of our Shopify profile and business, and another put the processes in place.

How did you come to work with Nelson & Co Solutions?

I found Nelson & Co through Upwork. I posted an ad for this project and received lots of proposals. This company stood out because they were women-owned and because their personality clicked with mine. 

How much have you invested with them?

I’ve spent around $1,400.

What is the status of this engagement?

I started working with them in October 2020. It’s an ongoing partnership in that I’m still in contact with their team and they check in every three months to see how things are going and if anything needs to be revised.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The work that they did on Shopify enabled me to look at trends in our sales without having to go through each and every order individually. Even our customer satisfaction has gone up and the number of products that needed reshipping has gone down. The number of chargebacks that I have won has also increased.

How did Nelson & Co Solutions perform from a project management standpoint?

The Nelson & Co team is very professional. They always inform me of when and what time they will be working. They also always make sure to let us know if they will be unable to work on a certain promised day. 

We typically communicate via Google Meet, Slack, texts, and phone calls. We’re constantly connected throughout the day and if they need to explain a certain process, we do screen-sharing.

What did you find most impressive about them?

I feel like Nelson & Co genuinely wants to see my business succeed.

Are there any areas they could improve?

No, nothing stands out.

Do you have any advice for potential customers?

Always ask questions and explain what you want in the simplest terms. As long as you have open communication with the team, they can make your dreams come true.