Elasticwear
Year:
2025
Service:
Operations Automation
Industry:
Retail / Apparel
Size:
10-20 employees
Client Website:
For Elasticwear, automation wasn’t just about speed — it was about brand promise. Together with Source, the company built a seamless post-purchase experience that felt as good as slipping on their signature gear.
Introduction
Elasticwear built its reputation on quality and performance — every stitch, every material, engineered for motion. But behind the scenes, their customer experience hadn’t kept pace.
As online orders surged, fulfillment teams juggled fragmented tools, and customers often waited too long for updates. Elasticwear wanted every interaction — from checkout to delivery — to reflect the precision and reliability of their products.
Challenge
The issue wasn’t inefficiency — it was inconsistency.
Updates arrived late. Returns lagged in the system. Agents manually tracked orders across platforms, and customers felt disconnected from a brand built on precision.
Elasticwear’s leadership saw the risk: operational friction was beginning to erode brand trust.
Solution
Source stepped in to align experience with execution.
Together, we designed an intelligent automation framework that quietly handled what customers never needed to see — syncing systems, flagging exceptions, and communicating clearly in the brand’s own voice.
Automations now:
Trigger personalized order and delivery messages instantly
Preemptively detect delays and inform customers before they ask
Auto-process returns with real-time inventory updates
Every automation was crafted to feel human, not robotic — a brand extension, not a backend patch.
Result
The results went beyond metrics. Elasticwear’s NPS rose by 42%. Support inquiries dropped by nearly half. Most importantly, customer feedback shifted from “fast delivery” to “frictionless experience.”
Behind every package, Source helped build an invisible system that moves as smoothly as the apparel itself.
