Retail & E-Commerce

How a Multi-Channel Retailer Increased Online Conversion 2.3x

2.3x

Increase in online conversion after unifying inventory across every channel

Client

Nova Retail Holdings

Industry

Retail & E-Commerce

Region

United States

Services Engaged

Enterprise Application Services, Data Engineering & Analytics

The Challenge

Online Said "In Stock." The Store Didn't Have It.

Nova Retail Holdings sells across 40+ physical stores and its own online storefront, but the two sides ran on separate systems that only synced overnight. A product could sell out in-store at 10am and still show as available online all day, leading to canceled orders, frustrated customers, and a growing pile of manual stock reconciliation work for the operations team.

Store associates and the e-commerce team were, in effect, working from two different versions of the truth. Nobody could say with confidence what was actually in stock at any given moment, and every attempted fix so far had been a workaround bolted onto the existing systems rather than a real integration between them.

Objectives

What Success Needed to Look Like

Real-time inventory visibility across every store and the online storefront
Eliminate overselling and reduce stockout-driven cancellations
Cut the manual reconciliation work the operations team was doing weekly
Improve online checkout conversion by reducing “add to cart, then sold out” moments

The Solution

One Inventory System, Not Two Versions of the Truth

DSG built a unified commerce data layer connecting Nova’s point-of-sale systems, warehouse inventory, and online storefront in real time, replacing the overnight batch sync that had been the root of the problem. Every sale, in any channel, now updates availability everywhere within seconds.

Enterprise Application Services handled the point-of-sale and storefront integration; Data Engineering & Analytics built the underlying real-time data pipeline that keeps every system in sync and gives the operations team one trustworthy inventory dashboard instead of three separate exports to reconcile by hand.

Enterprise Application Services Data Engineering & Analytics

Process

How the Engagement Unfolded

Discovery

Mapped every system touching inventory

Architecture

Designed the real-time sync layer

Build

Integration built across POS and storefront

Pilot

Flagship stores first, refined from real data

Rollout

Phased across all 40+ locations

Technologies Used

The Stack Behind the Migration

Shopify Plus

Node.js

Azure

GraphQL

Timeline

14 Weeks, Start to Full Cutover

W1–2

Discovery

W4–4

Architecture

W7–9

Build

W10–11

Pilot

W12–14

Rollout

The Difference

Before vs. After

Before

Inventory accuracy 76%

Stockout incidents / month 340

Online checkout conversion 1.8%

Manual reconciliation 25 hrs/week

After

Inventory accuracy 99%

Stockout incidents / month 40

Online checkout conversion 4.1%

Manual reconciliation 2 hrs/week

Results

The Numbers

2.3x

Online conversion increase

99%

Inventory accuracy

88%

Fewer stockout incidents

23 hrs

Reconciliation time saved weekly

"Our online and in-store inventory used to disagree constantly. Since the migration, that's just not a problem anymore, and our team spends that time on customers instead of reconciliation."

Director of E-Commerce, Nova Retail Holdings

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