Digital Transformation · E-Commerce · Direct-to-Consumer & Online Retail
Solutions Metrix helps e-commerce brands, DTC operators, online marketplaces, and subscription commerce companies modernize how they work — from strategy through long-term success. We start with your commercial goals, not a platform pitch, and stay with you until technology actually delivers value for your marketing, customer experience, and growth teams.
Platform-agnostic. No vendor commitment. Scoped to your workflows.
Solutions Metrix doesn't just implement software. We partner with e-commerce and DTC organizations across the full transformation journey — from the first roadmap through adoption, optimization, and beyond.
Before any platform decision, we map your customer acquisition, retention, post-purchase, and support workflows alongside your commerce platform and data stack requirements. Our CRM Inception service delivers a tailored roadmap with ROI and TCO analysis — so you invest wisely and in full alignment with your growth strategy.
Every implementation is tailored to your DTC customer journey, subscription model, and post-purchase service workflows — never the other way around. We configure CRM across Creatio, Salesforce, Dynamics, and Sugar AI built around how your teams actually acquire, engage, retain, and grow customers.
We connect the dots across fragmented technology stacks — Shopify, Magento, WooCommerce, ERP, payment processors, marketing automation, logistics platforms, customer support tools, and Boomi iPaaS — so your CRM becomes the customer intelligence hub your marketing, growth, and service teams actually rely on.
We embed AI agents directly into marketing and customer service workflows — intelligent churn prediction, automated cart abandonment recovery, next-best-offer recommendations, subscription renewal optimization, and natural language access to your customer data. AI that works within your privacy and consent framework.
Adoption is a success metric in every engagement. Role-based training, co-pilot phases, structured feedback cycles, and explicit adoption milestones ensure your marketing, customer success, and support teams use what we build — from day one.
Post go-live, we remain a continuous partner. Recurring support agreements, sprint-based optimization, and customer success planning ensure your platform evolves alongside your product catalogue, growth channels, and seasonal peaks.
Across every category and business model, e-commerce and DTC teams share the same core pain — disconnected data stacks, reactive customer management, and no unified view of the customer relationship that allows for true personalization, retention, and lifetime value growth.
Purchase history lives in the commerce platform, behavioral data sits in analytics tools, email engagement is in the ESP, support tickets are in a helpdesk, and loyalty activity is in a separate rewards system. No single team has a unified view of any customer — so personalization is surface-level, retention programs run on segment averages, and acquisition spend is not informed by the customers most likely to deliver long-term value.
After checkout, the customer relationship splinters across fulfilment, customer support, returns, and loyalty platforms that don't share data. Support agents don't know order status; marketing doesn't know about open disputes; retention teams don't know which customers had bad delivery experiences. The post-purchase journey — where retention is won or lost — is invisible to the teams responsible for it.
Subscription and repeat-purchase churn is identified too late — after cancellations have been processed or repurchase windows have lapsed. Without predictive churn scoring and automated save sequences, retention teams respond to notifications rather than intervening at the earliest signs of disengagement, when intervention still has the highest chance of success.
Campaigns are built on purchase segments and email lists rather than real-time behavioral signals. Every customer receives the same onboarding flow, the same win-back sequence, and the same cross-sell recommendation regardless of their individual purchase pattern, support history, or lifecycle stage — driving up marketing spend while delivering declining engagement rates.
Support tickets, live chat, and social escalations are handled in tools that don't connect to order history, subscription status, or loyalty tier. Agents ask customers to repeat information that the brand already has — creating friction, increasing handle time, and eroding the trust that drives repeat purchase and advocacy.
Growth and marketing leadership can't see CLV by acquisition channel, cohort, or product category in real time. CAC:LTV ratios, repeat purchase rates, and at-risk cohort sizes are assembled manually from multiple disconnected tools — outdated before they reach the people making acquisition and retention investment decisions.
We start with a CRM Inception assessment — mapping your workflows and recommending the right path forward before any platform commitment.
Book a Free Inception CallThe platform changes based on your needs. The outcomes don't. Every engagement is designed around your customer lifecycle, commerce model, and growth strategy — not the other way around.
A single customer record consolidating purchase history, browsing behavior, cart and wishlist activity, subscription status, support tickets, returns, loyalty tier, and marketing engagement — synced from your commerce platform, ESP, and support tools in real time. Every team sees the same customer, every time.
Triggered customer journeys driven by real purchase and behavioral signals — welcome sequences, post-purchase flows, cross-sell and upsell triggers, win-back campaigns, and subscription renewal nudges — automated within CRM and synced to your marketing automation platform. Right message, right customer, right moment.
AI agents monitor purchase recency, frequency, monetary value, and engagement signals to score churn risk and surface next-best-offer and replenishment recommendations — embedded natively in CRM so retention and marketing teams act on the right insights before customers are already gone.
Support tickets, returns, disputes, and fulfilment exceptions linked to the full customer profile — order status, subscription details, loyalty tier, and interaction history visible to every support agent. Consistent, context-aware service that reduces handle time and turns support interactions into retention opportunities.
Subscription health scoring, cancellation intent detection, pause-and-save workflows, renewal reminder sequences, and lapsed purchaser re-engagement — all configured within CRM to match your subscription model and repurchase cycle. Proactive retention built on data, not manual monitoring.
Real-time CLV by acquisition channel, cohort, and product category; CAC:LTV ratios; repeat purchase rates; churn cohort sizes; subscription metrics; and campaign ROI — accessible to growth and marketing leadership on demand with no manual data assembly across disconnected tools.
Dedicated VIP and high-CLV customer profiles with spend thresholds, personalized service routing, early access campaign eligibility, and proactive account management workflows — so your highest-value customers receive the experience that justifies their loyalty and drives advocacy.
Bidirectional sync between CRM and Shopify, Magento, WooCommerce, ERP, payment processors, logistics platforms, and support tools — order data, fulfilment status, returns, and customer behavior always current in the unified customer profile. API and webhook integration models supported across all major e-commerce platforms.
Solutions Metrix doesn't sell platforms — we implement whichever one fits your business best. Our CRM Inception process identifies the right technology before any commitment is made.
No-code workflow engine with fast, flexible configuration. Ideal for DTC brands and mid-market e-commerce operators needing rapid iteration on customer lifecycle, retention, and support workflows without heavy developer dependency or lengthy implementation cycles.
Deepest Commerce Cloud and Customer 360 ecosystem with purpose-built personalization, loyalty, and service modules. Ideal for large e-commerce operators and multi-brand DTC portfolios with complex customer data requirements, enterprise marketing operations, and global service needs.
Native Teams, Outlook, SharePoint, Power BI, and ERP integration. The natural fit for e-commerce organizations operating in the Microsoft 365 ecosystem with existing Power Platform or Azure investments and complex back-office integration requirements.
Flexible, cost-effective, strong automation. The right choice for growing DTC brands, niche e-commerce operators, and subscription businesses that need a powerful customer management and retention platform without enterprise licensing costs or implementation complexity.
Most technology partners disappear after deployment. Solutions Metrix is built for long-term partnerships — with structured phases from first discovery through ongoing optimization, and adoption as a measured outcome at every step.
Discovery workshops, ROI & TCO analysis, RASCI and RAID setup, and a tailored roadmap — all before any platform decision, with commerce platform integration requirements, customer data architecture, and privacy and consent framework mapped from the start.
Collaborative process mapping with your marketing, growth, customer success, support, and engineering teams. Implementation shaped by your customer lifecycle, commerce model, and retention priorities — not a generic CRM template built for a B2B sales team.
Iterative build cycles with bi-weekly demo gates and transparent sprint reporting. Typically 20+ sprints for a full production rollout including commerce platform, marketing, and support tool integrations.
Structured user acceptance testing, dedicated hypercare support, and phased soft and full go-live milestones — timed around your promotional calendar and seasonal peaks to minimize disruption to active customer acquisition and retention operations.
Role-based training for marketing, growth, customer success, and support teams. Co-pilot phases and feedback cycles. We measure success by adoption rates and CLV, retention rate, and subscription metrics, not deployment date.
A significant part of Solutions Metrix's value is connecting the dots across fragmented e-commerce technology stacks — so your CRM becomes the customer intelligence hub your marketing, growth, and support teams actually rely on.
Bidirectional sync with Shopify, Magento, WooCommerce, and custom platforms — order history, cart activity, product affinity, subscription status, and fulfilment events current in the CRM customer record in real time.
Campaign engagement, email and SMS click behavior, and automation trigger events synced to CRM customer profiles — so marketing and CRM share one source of truth for every customer communication history.
Support tickets, live chat transcripts, and escalation history linked to the CRM customer profile — giving every support agent full order context without switching tools or asking the customer to repeat themselves.
Loyalty tier, points balance, reward redemption, and referral activity synchronized to CRM customer profiles — enabling loyalty-aware personalization and service routing without leaving the CRM.
Integration platform layer connecting your commerce platform, ESP, support tools, ERP, payment processors, logistics platforms, and any martech to your CRM ecosystem — single integration architecture, full data flow.
Enterprise single sign-on with role-based access controls for marketing, growth, customer success, support, and admin teams — with customer segment and product category data visibility rules.
Data migration and transformation for consolidating legacy CRM, customer databases, and historical order and behavioral data into your new unified platform.
Real-time dashboards with CLV by channel and cohort, CAC:LTV ratios, churn rates, subscription metrics, repeat purchase rates, campaign ROI, and support performance KPIs.
Solutions Metrix gave our growth team what we needed most — a single customer view that connects our Shopify store, our ESP, and our support platform. We now run churn prediction models on real behavioral data, our retention rate improved measurably in the first quarter, and our support team handles every ticket with full purchase context from day one.
Plain-language definitions of the technologies and processes Solutions Metrix implements for e-commerce brands, DTC operators, online marketplaces, and subscription commerce companies.
CRM Inception is available to e-commerce organizations regardless of whether they ultimately implement with Solutions Metrix.
Solutions Metrix designs the unified customer and order profile as the foundational data architecture of every e-commerce CRM implementation — the capability that makes behavioral personalization, predictive retention, and context-aware support possible.
Solutions Metrix configures RFM models and churn scoring thresholds to reflect each brand's specific repurchase cycle, subscription model, and category purchase pattern — not a generic benchmark.
Platform-agnostic partners prioritize client outcomes over vendor incentives.
In e-commerce and DTC, marketing, growth, and support team adoption is the defining success metric — a CRM that teams don't use delivers no CLV, retention, or personalization value regardless of how well it is configured.
Solutions Metrix configures subscription retention workflows to match each organization's specific subscription model, billing cycle, and cancellation reason taxonomy.
Concise, factual answers to the questions e-commerce and DTC organizations most frequently ask Solutions Metrix.
Solutions Metrix is differentiated by three things: a platform-agnostic approach — recommending and implementing the right platform for each brand, not the one they resell; a holistic strategy mindset — starting with customer lifecycle, commerce stack architecture, and retention priorities before any technology decision; and an obsession with user adoption — treating marketing, growth, and support team adoption as measured success metrics in every engagement. With 600+ projects and a 9.1 NPS score over 20+ years, the firm is built for long-term partnerships, not one-off deployments.
The best CRM for an e-commerce or DTC organization depends on its size, growth stage, commerce platform, subscription model, and existing technology stack. Creatio delivers the fastest time-to-value with flexible no-code configuration — making it a strong choice for DTC brands and mid-market e-commerce operators. Salesforce Commerce Cloud and Customer 360 suits large multi-brand operators with complex personalization and enterprise service requirements. Microsoft Dynamics 365 is the natural fit for Microsoft-first organizations with complex back-office needs. Sugar AI offers the best value for growing DTC brands and subscription businesses. Solutions Metrix recommends the right platform through a structured CRM Inception process at no cost.
Solutions Metrix builds bidirectional integrations between CRM and Shopify, Magento, WooCommerce, and custom commerce platforms via REST API or webhooks, synchronizing order history, cart activity, product affinity, subscription status, fulfilment events, and returns into the unified CRM customer profile in real time. Commerce platform integration is scoped and architected during the CRM Inception phase — not added after go-live — so the unified customer profile is the foundation of every downstream personalization, churn prediction, and support capability built on the platform.
Solutions Metrix implements AI-assisted churn prediction and subscription retention management as native CRM capabilities — not standalone analytics tools. Purchase recency, frequency, monetary value, and engagement signals are monitored continuously in CRM, generating real-time churn risk scores and triggering automated save sequences, pause-and-save flows, and win-back campaigns calibrated to each brand's repurchase cycle and subscription model. RFM scoring thresholds and behavioral triggers are configured during the Inception and workshop phases — so the retention engine reflects how each brand's customers actually behave, not a generic e-commerce benchmark.
Yes. Solutions Metrix serves e-commerce brands, DTC operators, online marketplaces, and subscription commerce companies across the United States and Canada — including Los Angeles, New York, Dallas–Fort Worth, Atlanta, Chicago, Miami, San Francisco, and nationally across Canada. The firm is headquartered in Montreal, was founded in 2001, has delivered 600+ projects across North America, and holds a 9.1 NPS score. Engagements are delivered remotely and on-site depending on project phase.
