Case Study - Scaling our flagship pet store on the IQV platform
How we relaunched Pongo.se on our in-house commerce stack with automation across returns, CX, and content.
- Client
- Pongo.se
- Year
- Service
- E-commerce operations & platform
Overview
Pongo.se was already a loved brand, but the legacy stack made it hard to stay profitable as volume grew. Inventory accuracy slipped, returns were manual, and campaigns took weeks to launch.
We migrated Pongo.se onto the IQV commerce platform, unifying storefront, OMS, and CRM. Returns Control now automates exchanges and refunds, while Taskaroo routes operational tickets to the right team or automation. Our content bots produce weekly landing pages and creative, letting the team test faster without adding headcount.
With everything instrumented, the Pongo.se team now monitors contribution margin, inventory health, and CX performance daily — and can ship improvements in days rather than weeks.
What we did
- IQV commerce platform
- Returns automation
- Taskaroo routing
- Content bots
- Fulfillment & inventory
IQV rebuilt Pongo.se on their own stack, cut our manual tickets in half, and gave us daily clarity on margin and inventory.
COO, Pongo.se
- Faster fulfillment
- 38%
- Fewer return tickets
- 24%
- Increase in contribution margin
- 15%
- On-time dispatch SLA
- 99.6%