Every order channel — web, phone, mail and call center — on one platform

The Challenge

A gifting business where most orders don't come from a website

Collin Street Bakery sells fruitcakes and gifts direct to consumers online, by phone, by mail and through its call center, across three separate storefronts.

Gift orders are the norm rather than the exception: one order often ships to many addresses, with gift cards, fraud screening and the back-office system all involved.

Every channel had to land in the same place, and the business's busiest weeks are the ones it cannot afford to spend recovering from a launch.

The Strategy

Build once for every channel, then protect the season

PeakBeyond ran discovery and design around the order channels rather than the website alone, so the call center and mail orders were first-class cases in the build, not afterthoughts.

We selected and licensed the extensions, and ran shipping, fraud and payment vendor reviews, so the pieces were chosen on fit rather than convenience.

When checkout errors on the original hosting put the holiday season at risk, we judged that moving hosts before the peak was less risky than trusting it would hold, and planned and tested the move.

The Solution

One build, one move, four years of steady delivery

PeakBeyond led the project from discovery through to handover, building once for every order channel rather than for the website alone.

• Designed around the order channels — Discovery, design and weekly delivery for a multi-storefront build covering web, phone, mail and call center orders.
• Chose the pieces on fit — Selected and licensed the extensions, and ran the shipping, fraud and payment vendor reviews.
• Delivered the launch — Managed development through user acceptance testing, then redirects, search metadata, analytics and email before go-live.
• Protected the season — Planned and tested the hosting move, including transactional email and the domain switch, when checkout errors threatened the holidays.
• Improved it, then handed it over — Checkout, tracking, loyalty and performance work over several years, then documented deployment and a clean handover when development moved in-house.

The riskiest change was made before peak rather than during it, and four years of managed delivery ended with the documentation in the client's hands.

The Results

Launched, moved and handed over without losing a season

The new multi-storefront platform launched in May 2020 with every order channel running through it.

The hosting move completed in July 2020, ahead of the holidays, and the site stayed on that host for years afterward — the checkout risk removed before peak rather than during it.

Four years of managed development followed, ending with a documented deployment process and a clean handover when the bakery moved development elsewhere.

A gifting business with four ways to order now runs them all through one system — and owns the documentation to prove it.