EMBARK

BACKGROUND

Please describe your company and position.

I am the Owner of WBS Builder's Merchants

Describe what your company does in a single sentence.

Sell building materials to the general public and trade customers 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EMBARK to accomplish?

• Launch the first ever WBS Builders' Merchants ecommerce website
• Offer Local Delivery (postcode-level) at different rates to South Wales customers
• Offer Click & Collect to customers
• Increase organic traffic
• Increase low domain authority as identified in our Digital Roadmap Workshop
• Make it easier for customers to contact us

SOLUTION

How did you find EMBARK?

• Online Search
• Referral
• Clutch Site
• Other

Why did you select EMBARK over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned
• Other

How many teammates from EMBARK were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We engaged EMBARK to help us transition from a static informational website to a fully functional eCommerce platform. For over 75 years, we have operated successfully with traditional in-person sales, but we recognised the need to modernise and provide our customers with an online shopping experience.

Beyond launching an online store, we needed a complete digital transformation to support long-term growth, enhance customer engagement, and improve our internal operations. This project included eCommerce development, branding, automation, digital marketing, and operational enhancements.

Scope of Work & Key Deliverables

1. ECommerce Development & Online Sales Platform

• Built a WooCommerce-based eCommerce store, allowing us to sell online for the first time.
• Integrated Stripe payments with flexible payment options, including Klarna Buy Now, Pay Later (BNPL).
• Set up and optimised Google Merchant Center product feeds for Google Shopping visibility.
• Implemented free shipping thresholds to encourage higher order values.
• Created a custom sales dashboard for tracking revenue, customer insights, and business performance.

Branding, Visual Identity, & Digital Assets

• Designed a new logo, typography, and brand guidelines for a professional and consistent identity.
• Organised and managed a full-day professional photoshoot, creating high-quality digital assets for use across our website, social media, and marketing materials.
• Ensured branding consistency across all online and offline customer touchpoints.

3. Digital Marketing & SEO Strategy

• Conducted SEO research and competitor analysis using Semrush, improving our search rankings.
• Implemented a Local SEO strategy, making it easier for customers to find and engage with us online.
• Automated Google Reviews and responses, improving brand reputation and boosting local search rankings.
• Managed Google Ads PPC and Google Shopping campaigns, increasing traffic and sales.

4. Customer Experience & Engagement Enhancements

• Integrated AI-powered customer service tools to improve response times and support efficiency.
• Added Crisp chat functionality, allowing real-time customer interactions.
• Implemented email, SMS, and push notification marketing automations to increase engagement and recover abandoned carts.

5. Operations & Logistics Enhancements

• Developed clear delivery options, including click & collect, postcode-based shipping, and dynamic delivery date estimations (e.g. Delivered by Fri 7 Mar if ordered before 4pm today).
• Created Standard Operating Procedures (SOPs) to improve efficiency in order processing, customer service, and logistics.

6. Security & Infrastructure Upgrades

• Migrated from Office to Proton Business Suite, improving security, reliability, and internal communications.
• Implemented 2FA authentication and Proton Pass for Business, strengthening our security framework.

7. 12-Month Growth Plan

• Developed and executed a 12-month 360° Game Plan, outlining a long-term strategy for digital growth.
• 12 months post-launch, we met our Year 1 revenue target, adding £100,000+ in additional online sales.

Thanks to EMBARK, we now have a fully operational eCommerce platform, a modern brand identity, and a digital strategy driving sustained growth. Their expertise and strategic approach made this transition smooth and highly effective.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Ranking in Top 3 for multiple, non-branded, keywords (e.g. "Cardiff building supplies")

The results of our digital transformation with EMBARK have been tangible, data-driven, and impactful. Over the past 12 months since launching the new platform, we’ve seen steady, sustainable growth that has exceeded our expectations.

Key Measurable Outcomes:
£100,000+ in additional online revenue in Year 1, surpassing our Year 1 target.
Increase in online orders – a significant rise in transactions compared to our previous manual order process.
Higher average order value (AOV) due to free shipping thresholds and improved upsell strategies.
Stronger brand presence – professional digital assets from the full-day photoshoot have improved how we showcase our business online.
SEO improvements – higher Google rankings for key industry and local search terms, leading to an increase in organic traffic.
Improved conversion rates – optimised user experience (UX) and checkout flow have led to a higher percentage of visitors converting into paying customers.
Google Ads & Shopping campaign success – better-optimised ads have led to higher click-through rates (CTR) and lower cost per conversion.
More efficient operations – automation, order tracking, and new Standard Operating Procedures (SOPs) have significantly reduced manual administrative workload.
Enhanced customer service – Crisp chat integration and AI-powered automation have resulted in faster response times and improved customer satisfaction.
Stronger Local SEO & reputation management – automated Google Reviews & responses have led to more positive reviews and higher local search visibility.
Higher customer retention – personalised email, SMS, and push marketing campaigns have helped us increase repeat purchases and customer engagement.
The project has not only helped us launch a fully functional eCommerce platform but also positioned us for long-term digital growth. Thanks to EMBARK’s expertise, we have seen sustainable sales growth, improved operational efficiency, and a significantly stronger online presence.

We are thrilled with the results and continue to work with EMBARK to further refine and scale our digital strategy.

£10,000+ in monthly sales revenue month-on-month

Organic traffic increased from 1K to 1.8K in 3 months

Grown marketing subscriptions from 0 to 1K in 6 months

Describe their project management. Did they deliver items on time? How did they respond to your needs?

EMBARK’s project management has been outstanding from start to finish. They kept us updated in real time and made sure we always knew what was happening with the project. The Digital Roadmap Session at the start was a fantastic way to map out the entire project, set key milestones, and make sure both sides understood what was needed. It gave us a clear direction and helped us stay on track throughout the process.

They used Basecamp to keep everything organised, and it was really easy to follow. We received weekly updates detailing what had been completed, any new features added, and any areas that needed our input. If there were any bugs or refinements, they were flagged straight away, and the team kept us informed 24/7.

A major highlight was having access to a staging site, which meant we could see progress in real time, test new features, and give feedback as things were built. This made us feel involved and confident that the final product would meet our needs. We never felt like we were left waiting—EMBARK’s team was always quick to respond, making sure everything was clear and easy to understand.

What’s really exciting is that the launch was just the beginning. This isn’t a one-off project—it’s a continually developing platform, and the growth plan shows exactly where we are going next.

EMBARK doesn’t just build websites and walk away—they are invested in our long-term success. We have ongoing in-person consultations, regular strategy reviews, and a roadmap that keeps us focused on future improvements. Whether it’s new features, videos, screenshots, or refining our marketing strategies, we’re constantly evolving and improving.

Their structured but flexible approach has made the whole process smooth and stress-free. We never had to chase for updates because they proactively kept us in the loop. Knowing we have a long-term plan in place gives us confidence and excitement for the future.

What was your primary form of communication with EMBARK?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We moved to EMBARK from a large national SEO marketing company, and the difference has been night and day. The attention to detail, quality of work, and personalised approach have exceeded our expectations.

One of the standout moments was the Digital Roadmap Session. We had never heard of anything like it before and were initially skeptical, but it quickly became clear just how important it was in shaping the project. It gave us structure, clarity, and confidence in the process.

What makes EMBARK unique is that this isn’t just a “launch and forget” project. The growth plan is exciting, and we can see exactly where we’re headed next. Instead of just handing us a website and moving on, they’ve created a long-term strategic plan to keep improving, adding new features, and growing the business online.

Beyond that, the time, care, and expertise they put into explaining things to us in a way we actually understand has been invaluable. We’re not a technical team, but they’ve made everything clear, logical, and easy to follow. The communication, responsiveness, and genuine investment in our success set them apart from anyone we’ve worked with before.

EMBARK feels like a true partner, not just another agency.

Are there any areas for improvement or something EMBARK could have done differently?

Nothing that we can think of. We were delighted with the project and service that embark provided. Will definitely stay working with Embark.

BACKGROUND

Please describe your company and position.

I am the Semi permanent makeup artist of Kisses and Brows

Describe what your company does in a single sentence.

Provide semi permanent makeup treatments for brows and lips. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EMBARK to accomplish?

• Allow clients to book and pay for their services online
• Provide a appointment schedule for staff to see their own bookings

SOLUTION

How did you find EMBARK?

Online Search

Why did you select EMBARK over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from EMBARK were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Conversations started around what I wanted from the website, my answers were easy to navigate and easy to book. I trusted Embark to design on my behalf and communication was great throughout. Kade asked me for the finer details such as font and colour scheme. Once completed Kade talked me through the design, how to navigate through the website and the legal terms.


I was sent logins for Basecamp where I could access the project, communication continued on Basecamp and step by step guides were sent to ensure I understood. Kade set up payments, bookings, created the design and was on hand if I had any questions. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Time saved per booking by transitioning from manual calendar entries to an automated booking system:

• Decrease in administrative hoursspent on managing bookings, allowing Kayleigh to focus more on service delivery.

Customer Satisfaction:

• Increase in positive customer feedback or reviews related to the ease of booking and managing appointments.
• Higher client retention rate due to improved convenience and user experience.

New Customer Acquisition:

• Number of new customersgained through the website compared to before the launch.

Platform Engagement:

• Percentage of returning customers using the new website to book additional services.
• Usage statistics for features like live chat, Google Maps directions, and customer accounts.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Embark was very organised, emails and messages were responded to within a very reasonable time, questions were always answered with in depth knowledge and the project was completed on time. 

What was your primary form of communication with EMBARK?

• In-Person Meeting
• Virtual Meeting

What did you find most impressive or unique about this company?

EMBARK showed interest in the business, provided me with different website options, and was quick to communicate. Kade built a rapport quickly, and I felt comfortable enough to ask any questions. 

Are there any areas for improvement or something EMBARK could have done differently?

My experience working with Embark was very positive, I don't have any improvements. 

BACKGROUND

Introduce your business and what you do there.

I'm the owner of Champion Win Competitions, a competition company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EMBARK?

We needed EMBARK to build a custom website.

SOLUTION

What was the scope of work done?

EMBARK built a custom website according to our needs. They also added some great tweaks.

What is the team composition?

We worked with around 10 people.

How did you come to work with EMBARK?

We found EMBARK through a Google search. We chose them because they had a great price package that was easy to use. Additionally, the reviews from their other clients were great, helpful, and made us choose them.

What is the status of this engagement?

We worked together from April–July 2025. The project was launched on July 1, 2025.

RESULTS & FEEDBACK

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

We received positive feedback from a handful of customers, and the website's customer volume is doing better than originally expected. People are happy to come back to the website because it's straightforward, easy to use, and has a clean look. Customers have also been sharing the website with friends and family.

How did EMBARK perform from a project management standpoint?

The project was delivered on time, and the team at EMBARK was extremely responsive on the chat. We used Basecamp for the project and ongoing chat.

What did you find most impressive about them?

We were part of the team. Any issues were discussed, and we came to an agreement that worked best. 

I'm sure they don't sleep, because they are always on the ball.

Are there any areas they could improve?

No, there weren't any. We were 100% happy with the service and the project, and EMBARK went above and beyond.

BACKGROUND

Please describe your company and position.

I am the Owner of Epic Giveaway

Describe what your company does in a single sentence.

We bring customers closer to their dream car by giving them the chance of winning with a very low ticket price.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EMBARK to accomplish?

• Prize Competition/Raffle Functionality
• eCommerce Platform with Payment Integration
• Multilingual website with English & Romanian Languages

SOLUTION

How did you find EMBARK?

Online Search

Why did you select EMBARK over others?

• Pricing fit our budget
• Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

Raffle/ Competition template
Easy and intuitive to use
Willingness to help with additional website plugins
Hosting the website

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Enabling a successful project launch
Fast and reliable team at EMBARK
Very proffesional

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They were always on time and very friendly with accomodating my requests

What was your primary form of communication with EMBARK?

Email or Messaging App

What did you find most impressive or unique about this company?

Their entire process of building and helping me launch the website was impressive. They also put me in contact with Top People willing to help and provide informations regarding Gateaway payments and Legals for the website.

Are there any areas for improvement or something EMBARK could have done differently?

So far I can not say where are the areas they need to improve. The process has been fairly easy

BACKGROUND

Please describe your company and position.

I am the Operations Manager of Pulse Plastics Ltd

Describe what your company does in a single sentence.

Produces steel coil protection product 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire EMBARK to accomplish?

• Revamped website
• Marketing
• Social media presence

SOLUTION

How did you find EMBARK?

Referral

Why did you select EMBARK over others?

• High ratings
• Good value for cost
• Referred to me

How many teammates from EMBARK were assigned to this project?

1 Employee

Describe the scope of work in detail. Please include a summary of key deliverables.

Embark was tasked with revamping our website. They have delivered on every aspect that we looked at . There is a new site that has been very successful with so optimisation, continuous web development, the creation of an online prince through blogging and the introduction to social media development 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The volume of usage of the site, the contacts we have received, the growth of our social media presence. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The project was very successfully completed on time. We were in contact with regular face to face meetings, supported by timely email discussions and virtual discussions if necessary 

What was your primary form of communication with EMBARK?

In-Person Meeting

What did you find most impressive or unique about this company?

The response time to questions, the constant discussion and appropriate guidance throughout the project . This is continuous 

Are there any areas for improvement or something EMBARK could have done differently?

We're extremely pleased with all aspects of the project. Consummate professionalism