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Route, a leading player in the e-commerce industry, has rapidly expanded since its launch in 2019. Its support to over 13,000 brands clearly indicates its reliability and popularity.
The fact that top e-commerce systems, including Magento, BigCommerce, Salesforce Business Cloud, Shopify, and WooCommerce, all easily interface with their services further reinforces their position in the market.
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In 2023, Route faced critical production issues and an increasing number of unresolved bugs, needing urgent senior-level support. Outdated testing environments and delayed bug resolution contributed to a rapidly expanding backlog of critical issues impacting the company’s growth.
Development environments issues.
A growing backlog of unfixed bugs.
Insufficient communication on issue patches with merchants.
Accumulation of minor problems that affect system stability and merchant confidence.
After learning about Route’s requirements, we put together a senior-level technical support team to assist the company in prioritizing and addressing technical difficulties.
We created a senior development SWAT squad that expertly established a comprehensive plan for exhaustive testing and problem-fixing to address Route’s challenges efficiently from front-end to back-end. Our proven techniques ensured seamless integration and rapid problem-solving.
Stabilize the software by focusing on business-critical issues.
Improve the procedures for reporting defects.
Establish priorities and Service Level Agreements (SLA) for ticket life cycles.
Improve the way Route and merchants communicate about bug fixes.
Lessen the bug-fixing workload for the Protect team so they can concentrate on new initiatives.
DNAMIC took Route from limited support to a fully working SLA in four weeks.
Quick evaluation and classification of backlog issues.
Updating testing environments and putting them into use by the first quarter.
Constant observation and quick fixes for critical issues.
Route’s operations and performance indicators significantly improved due to our assistance.
High-priority problems that affected over $3 million in merchant revenue were rapidly and successfully fixed.
Backlogged bugs decreased, with a focus on those that continued to impact merchants in less than two months.
Reduced risk of merchant churn by 50% by enhancing timeliness and communication during problem fixes.
Improved interactions with retailers result in a rise in satisfaction and trust.
Enhanced comprehension of Route’s ecosystems and technological stack, enabling quicker future fixes.
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GoLand
AWS
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Liquid
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