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Assembly: Automate Customer Updates

AI AutomationConsumer RetailSales
Assembly: Automate Customer Updates
Delivered clarity to act fast, decide smart, and drive growth.
Campbell Ruggles

Campbell Ruggles

Co-founder, Assembly

Client Background

Assembly produces premium custom apparel with an order cycle that can span 10–20 days from purchase to production to delivery. Customers wanted clear status updates throughout, but the sales team was spending time manually answering “where is my order?” emails.

Aspiration

Deliver automated, accurate, step-by-step email updates across the full order lifecycle—without adding workload for the sales team—and ensure messages reflect real production and logistics status

How We Did It

  • Event-Driven Architecture: Connected Assembly’s production/ops system (the source guiding each supply-chain step) to the centralized data platform.
  • Lifecycle Modeling: Defined clear states (e.g., Order Received → Artwork Approved → Production Scheduled → In Production → QC → Shipped → Delivered) plus exception states (delays, partial shipments).
  • Automation Orchestration: Combined platform data with operational signals to trigger updates at each state change. Added guardrails—deduplication, batching for partials, and rate limits.
  • HubSpot Integration: Used HubSpot for transactional delivery with dynamic templates, pulling order-specific context (ETA, line items, tracking) directly from the platform.
  • Governance & Monitoring: Central rules in the semantic layer, with logging and dashboards to track sends, failures, and exceptions.

Key Outcomes

  • Always-On Communication: High-volume, daily/weekly lifecycle emails now go out automatically at each milestone.
  • Time Saved: Sales team workload reduced by ~2 hours per day.
  • Better Customer Experience: Proactive, consistent updates reduce ad-hoc status requests and set clear expectations throughout production and delivery.
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