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Hexagon is reshaping industries through smarter systems, streamlined workflows, and bold digital innovation.
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Hexagon is reshaping industries through smarter systems, streamlined workflows, and bold digital innovation.
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CRM and E-Commerce Integration
CRM and e-commerce work, delivered for multiple clients, that puts orders, customers and support history into one shared record.
Business goals
Our clients include a consumer jewelry brand selling online and through dealers, and a commercial facility services company that sells by proposal. Both have customers whose history matters, but that history was split between a store, inboxes and spreadsheets. Support staff couldn't see past orders, and sales staff couldn't see service issues. They needed e-commerce and CRM data working together, so every customer conversation could start from the facts.
Project overview
Hexagon delivered CRM and e-commerce work for multiple clients, connecting the two so each sees the same customer. Online orders flow into customer records alongside returns, warranty requests and support notes. Wholesale and commercial accounts get a sales pipeline with follow-up tasks. Marketing staff can group customers by what they bought or asked about. Each setup reflects how that client actually sells, whether through a cart, a dealer or a proposal.
Challenges faced and solved
A customer sees one company, even when the store, the inbox and the sales team each hold a different piece of the story.
Support without order history
A customer writes in about a return or warranty claim. The agent then has to switch between the store admin and a mailbox, and asks questions the customer has already answered.
We brought order, return and support history into the CRM record, so an agent sees the customer's purchases when the conversation opens.
Selling to consumers and dealers at once
A brand with direct shoppers and wholesale accounts has two very different sales motions. One-off carts and repeat dealer orders get mixed up, and dealer follow-up is often left to chance.
We separated retail customers from wholesale accounts in the CRM, giving each its own pipeline, ordering history and follow-up tasks.
Marketing to a list that knows nothing
When email lists are detached from order data, everyone gets the same promotion. A customer who just bought receives a discount on that item, and a gift buyer never hears back.
We passed purchase data to the CRM, so staff can segment by product category, purchase date and customer type before sending a campaign.
Tracking proposals for facility contracts
A commercial services buyer rarely clicks a buy button. Proposals, site assessments and renewals run for months, and those details vanish when they live in one salesperson's inbox.
We set up a pipeline for inquiries, assessments, proposals and renewals, so a services client can see its contract opportunities in one place.
Features
| Feature | Description |
|---|---|
| Online shoppers | |
| 1. Product Catalog and Cart | Shoppers browse collections and check out online, with order data captured for the CRM from the start. |
| 2. Customer Accounts | Returning buyers can see past orders and details, which reduces simple support requests. |
| 3. Order Tracking | Customers can check where an order is without emailing the company. |
| 4. Returns and Warranty Requests | A customer starts a return or warranty claim online, and the request reaches the support team with the order attached. |
| 5. Email Sign-Up Capture | New subscribers enter the CRM with their source recorded, ready for a welcome offer. |
| Customer service staff | |
| 6. Unified Customer Record | Orders, returns and past conversations appear together, so an agent can answer a question on the first reply. |
| 7. Case Tracking | Each issue has an owner and status, so a warranty claim doesn't disappear between shifts. |
| 8. Order Lookup | Staff find an order by name, email or order number and answer without opening a second system. |
| Sales and account managers | |
| 9. Wholesale Account Records | Dealers and resellers have their own records with contacts, order history and notes from past calls. |
| 10. Sales Pipeline | Opportunities move through defined stages, so a manager can see what is close and what has stalled. |
| 11. Proposal and Assessment Tracking | Service companies log each site assessment and proposal, along with its current decision status. |
| 12. Renewal Reminders | Contract end dates prompt a follow-up early enough for an account manager to have a real conversation. |
| 13. Web Form Lead Capture | Requests from website forms enter the CRM with their source attached and go straight to the right person. |
| Marketing and management | |
| 14. Customer Segments | Lists can be built from purchase history and customer type, so promotions are relevant to who receives them. |
| 15. Campaign Lists | Segments can feed email campaigns, without staff exporting and cleaning spreadsheets each time. |
| 16. Store and CRM Data Sync | Orders and customer changes pass between systems automatically, cutting duplicate entry and conflicting records. |
| 17. Sales Reports | Leaders can view revenue by channel and customer type alongside the open sales pipeline. |
How the platform is put together
Each layer has one job.
The result
Our clients now work from a single customer record that reflects online orders and sales activity. Sales, service and marketing staff can act on the same information.
| Area | Before | After |
|---|---|---|
| Customer questions | Staff checked several tools to answer | Order and support history shown on one record |
| Wholesale and commercial follow-up | Tracked in personal inboxes | Pipeline with stages and tasks |
| Campaign targeting | Broad sends to a general list | Segments built from purchases and customer type |
| Store and CRM data | Copied manually, or not at all | Synced automatically between systems |
How we took it from idea to launch
Good software follows a process. Here are the six stages, and what happens in each one.
Discovery & Requirements
Goal: Define the product vision, target audience and core business requirements.
Key activities- Stakeholder interviews
- Market and competitor research
- Defining user personas
- Drafting technical specifications or a Product Requirements Document (PRD)
Design (UX / UI)
Goal: Create an intuitive user experience and visual interface.
Key activities- UX design: information architecture, user flows and wireframes
- UI design: high-fidelity mockups and interactive prototypes in Figma or similar tools
- Design system: colors, typography and component libraries
Development: Frontend & Backend
Goal: Build the functional application using agile sprints.
Key activities- Backend: set up databases, design APIs (REST, GraphQL), implement server logic, and configure authentication and authorization (OAuth, RBAC)
- Frontend: build responsive interfaces and connect components to backend APIs
- Version control: manage code through Git and GitHub
Security & Optimization
Goal: Harden the application against vulnerabilities and boost performance.
Key activities- Security: address the OWASP Top 10, including injection, XSS and CSRF, enforce encryption in transit and at rest, and implement rate limiting
- Optimization: code splitting and lazy loading, database indexing, API caching and load testing
- QA and testing: unit, integration and end-to-end tests
Beta Release
Goal: Deploy to a controlled group of real users to catch edge-case bugs and gather feedback.
Key activities- Set up staging and production CI/CD pipelines
- Launch a closed or open beta with real users
- Monitor errors through observability tools
Public Release (Launch)
Goal: Roll the software out to the general public.
Key activities- Final production deployment
- DNS configuration
- Marketing and onboarding rollout
- Post-launch performance and security monitoring
Business benefits
Agents have a customer's history on screen as soon as a case opens.
Wholesale accounts receive steady, tracked follow-up.
Promotions can reflect what a person actually bought.
Automatic sync reduces conflicting versions of a customer.
Conclusion
An online store knows what someone bought. A CRM knows who they are and what they were promised. Hexagon connected those two views for clients selling through carts, dealers and long proposals, so each team stopped working from a partial picture. Support answers faster, sales keeps its follow-up visible, and marketing can speak to people based on real activity. If your store and your customer records have never been properly introduced, send us a note and we can look at how to connect them.
Talk to us about your projectRelated services: CRM development · e-commerce development · API integration · custom software development
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