Nova E-commerce Increases Repeat Purchases by 35%
How a 12-person DTC brand replaced five disconnected apps with one platform — and turned one-time buyers into loyal customers.
The Challenge
Nova had built a beloved DTC brand with strong first-purchase metrics, but their repeat purchase rate was stuck at 18%. The problem wasn't their product — it was the fragmented post-purchase experience.
Klaviyo handled email, Gorgias managed support tickets, Shopify apps tracked orders, Notion held SOPs, and QuickBooks ran the books. Customer data was scattered, making personalized re-engagement nearly impossible.
- Customer profiles fragmented across five platforms
- Support team lacked order context during conversations
- Email campaigns sent without purchase history data
- No unified view of customer lifetime value
The Solution
Nova consolidated their entire post-purchase stack into Dewx over four weeks, creating a single customer data layer that powers support, marketing, and operations.
Portal — Customer Support
Unified support inbox with full order history, returns, and customer notes visible in every conversation.
GTM Hub — Customer Segments
Dynamic segmentation based on purchase behavior, lifetime value, and engagement signals.
Dew AI — Email Campaigns
AI-generated email sequences personalized to each segment with automated A/B testing.
OPS Hub — Order Tracking
End-to-end order management from fulfillment to delivery with proactive status updates.
The Results
35%
Increase in repeat purchases
28%
Higher customer lifetime value
50%
Faster support resolution time
5 → 1
Tools consolidated into Dewx
Timeline
Imported customer data and order history; configured GTM Hub segments.
Set up Portal support inbox with order context integration.
Launched Dew AI email campaigns targeting lapsed customers.
Configured OPS Hub order tracking and proactive notifications.
Measured 35% increase in repeat purchase rate.
“Our support team finally has the full picture when a customer reaches out. And our marketing team can send emails that actually feel personal because all the data is in one place. Our repeat purchase rate jumped 35% in three months.”
Features That Made the Difference
Unified Support Inbox
Full order history visible in every support conversation.
Dynamic Segmentation
Auto-segment customers by behavior and value.
AI Email Campaigns
Personalized sequences with automated A/B testing.
Order Management
End-to-end tracking from warehouse to doorstep.
Customer LTV Dashboard
Real-time lifetime value tracking per segment.
Predictive Re-engagement
AI identifies at-risk customers before they churn.
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