Multichannel Marketplace Management for a Kitchen & Bathroom Fittings Retailer

65%

Increase in Conversions

40%

Higher Positive Customer Reviews

25%

Increase Average Order Value

Service

Product Listing Management
Product Photo Editing
Order and Inventory Management
Customer Support

Platform

Amazon
eBay

The Client

A UK-based Distributor of High-end Kitchen and Bathroom Fixtures

Our client is a renowned eCommerce retailer of kitchen and bathroom fitting supplies. Specializing in premium products from world-renowned manufacturers, including Kohler, Delta, Moen, Grohe, American Standard, and ROHL, the client maintains an extensive catalog of approximately 1.8 million SKUs spanning faucets, sinks, bathtubs, showerheads, vanities, and complete bathroom suites. They serve contractors, interior designers, and homeowners with comprehensive access to both contemporary and traditional bathroom fixtures through their dedicated eCommerce website and brand storefronts on major marketplaces like Amazon and eBay.

Project Requirements

Streamlining Account Management and Back-Office Operations on Multiple Marketplaces

The client approached us for multichannel marketplace management using the Khaos Control platform (a listing and inventory management software). The key requirements involved:

Product Listing Creation and Optimization

Using the client's extensive 2.5 million product catalog as the primary information source, we needed to:

Add new product listings with complete information (images, descriptions, titles, attributes)
Update existing listings across the website, Amazon, and eBay
Adhere to marketplace-specific compliance and product uploading guidelines for each channel
Optimize listings for search visibility and conversions
Implement cross-selling and upselling product recommendations within Khaos Control

Product Image Editing and Enhancement

To ensure consistent, high-quality product presentation across all channels:

Edit and retouch product images using Photoshop
Reformat images to meet platform-specific requirements (size, format, background, resolution)
Maintain visual consistency across all sales channels
Deliver edited images within quick turnaround times
Ensure images accurately represent product features and finishes

Product Data Management

Maintain accurate, up-to-date product information across all channels by:

Closely monitoring product attributes like pricing, images, and inventory
Rapidly updating information as changes occur
Ensuring catalog consistency across the website and marketplaces
Maintaining data backups to prevent information loss
Optimizing catalog presentation for enhanced customer experience

Order Processing and Customer Communication

Manage the complete post-purchase customer experience through:

Tracking purchase orders from suppliers to customers
Retrieving customer contact information from Khaos Control
Sending timely delivery updates (shipping dates, estimated delivery, order status, delays) through Zendesk
Ensuring proactive communication throughout the fulfillment process
Keeping customers informed at every stage of their order journey

To maintain data confidentiality and prevent breaches, we were required to work remotely on the client’s secure servers via VPN.

Project Challenges

Navigating Platform Complexity, SKU Volume, and Remote Access Limitations

The project presented several operational challenges for our team that required a strategic approach. Some of the key obstacles were:

Massive Product Catalog with Intricate Specifications

Managing 2.5 million SKUs across multiple marketplaces and the client’s website presented significant complexity. Each product had multiple technical specifications (flow rates, dimensions, finishes, certifications), compatibility requirements, and variant options. Ensuring accuracy across all data points while processing 30,000+ new products per month required subject-matter expertise and meticulous attention to detail.

Acquiring Expertise in New Platform Technology

The project required our team to quickly master Khaos Control Cloud, a sophisticated platform we had not previously worked with. We had to understand the platform's extensive features and functionality, and thoroughly train all team members on proper platform usage.

Working Remotely with VPN Access Constraints

All operations had to be performed on the client's secure servers via VPN, which introduced operational challenges. Network latency and slower response times affected productivity compared to local systems. We had to adapt our workflows to accommodate these speed constraints, coordinate team schedules around limited simultaneous user access, and develop strategies to maintain efficiency despite technical limitations.

Handling High-Volume Image Processing with Platform-Specific Compliance

Each platform had its own image guidelines (aspect ratio, background color, and resolution standards). We had to process a large number of product images according to each platform’s guidelines while maintaining realism and meeting strict turnaround times.

Ensuring Consistent Customer Communication Across Channels

Customers purchasing through different platforms expected a proactive response regardless of their entry point. We had to maintain uniform communication standards across website orders, Amazon purchases, and eBay transactions; manage inquiries across multiple channels (marketplace messaging, email, Zendesk tickets); provide timely responses despite varying message volumes and urgency; and ensure every customer query is addressed appropriately.

Maintaining Absolute Data Integrity Across Dynamic Price and Inventory Shifts

Managing data for millions of SKUs meant that even a 1% error rate could result in thousands of incorrect listings. The core challenge was the "real-time" nature of the data; we had to monitor and update fluctuating price points and inventory levels across three different sales channels simultaneously. Any lag in synchronization between the master catalog and the marketplaces could result in overselling or price discrepancies, potentially damaging the client’s seller reputation and causing financial losses.

Our Solution

End-to-End Marketplace Management Using Tools and Subject Matter Expertise

We deployed a team of 7 eCommerce specialists (including product image editing experts, SEO specialists, order fulfilment experts, and customer service representatives) to work dedicatedly on this project and provided them with three-week intensive training covering the client's product line,the Khaos Control platform’s functionalities, and expected quality standards. Each team member brought specific expertise in their domain and was well-versed in the compliance requirements of Amazon, eBay, and other eCommerce platforms.

Our eCommerce specialists streamlined multichannel marketplace management by handling:

Product Listing Management

Our team managed the entire listing lifecycle for the client’s catalog across Amazon, eBay, and their website:

Bulk Product Upload: Created new listings across multiple sales channels using the Khaos control platform. Our team accurately added relevant attributes for each SKU as per each marketplace's requirements and format to ensure complete compliance.
Product Listing Optimization: Identified high-volume, low-competition keywords, long-tail phrases, and high-intent search terms using Helium 10, Jungle Scout, and Google Keyword Planner tools to strategically incorporate in metadata, product title, description, and feature list. Our team optimized product titles by adhering to each marketplace’s character limits and specific title guidelines to prevent policy violations.
Product Description Writing: Our team audited and enhanced existing product descriptions for underperforming listings. For new product pages, we created persuasive product descriptions with scannable bullet points highlighting key features, benefits, installation guidance, and compatibility information.
Rich Media Integration: A+ content was missing in the client’s Amazon listings. To improve user engagement and brand presentation, we designed Amazon A+ content with comparison charts, lifestyle images, and detailed specification tables.

Product Photo Editing and Retouching

To handle large-scale, marketplace-specific product image editing, we deployed a team of 3 Photoshop experts. Our team created a master sheet of marketplace-specific image guidelines (ideal size, format, background, resolution, etc.) to streamline image processing and uploading across all sales channels via the Khaos Control interface.

Background removal & manipulation: Removed or replaced backgrounds with pure white (RGB 255, 255, 255) for the products’ main images.
Bulk image resizing: Resized product images according to each marketplace and platform’s recommended aspect ratio and resolution requirements (Amazon: 1:1 and 1000px minimum, eBay: 1:1 and 1600px minimum)
Multi-angle and lifestyle image creation: Designed lifestyle images for existing and new listings with context-appropriate backgrounds and staging. Our team also created multi-angle images for 360-degree product views.
Large-scale image retouching: Using Photoshop’s advanced features, we corrected color and lighting inconsistencies, skewed perspectives, and other issues without overediting.

Order Processing and Inventory Management

We developed a structured and scalable workflow to streamline inventory tracking and order management across all sales channels.

Inventory tracking: We integrated the client's ERP system with marketplace APIs for real-time inventory tracking and updates. Our team established inventory threshold alerts to prevent stockouts across all channels.
Pricing management: Utilized industry-popular Repricer tool for monitoring competitors' pricing in real-time and automatically adjusting the client’s product prices based on the pre-defined repricing rules. For clearance items, we implemented dynamic pricing rules.
Order Fulfilment and Management: We configured automatic order import from all channels to the centralized system. Our team retrieved PO numbers and shipping information from suppliers and accessed customers’ emails from Khaos. After validating all details, our team processed orders in real-time and provided timely updates to customers via Zendesk.

Customer Support and Query Management

We provided initial training to our customer support team on the client's brand voice, extensive product catalog, and other guidelines to ensure meaningful customer interactions. To ensure proactive response and effective communication across channels, our team implemented a structured workflow, including:

Query Monitoring & Response: Monitored customer inquiries across Amazon, eBay, and the client's website on both hourly and daily intervals to ensure no message went unnoticed. We established clear response-time targets—under 2 hours for urgent inquiries and under 6 hours for general questions—to guarantee efficient resolution without overwhelming the team or leaving customers waiting.
Standardized Response Templates: To maintain consistency and speed, we developed a library of response templates covering frequently asked questions on product specifications, installation procedures, compatibility concerns, shipping policies, and returns processes. These templates ensured accurate information delivery while significantly reducing response time and team effort.
Escalation Protocol for Complex Issues: For technical product queries, custom order requests, or complex refund situations requiring specialized expertise, we established a clear escalation pathway to the client's senior team.

Quality Check and Account Monitoring

Quality control was the critical and non-negotiable aspect of this project. To ensure high-quality standards and maintain transparency with the client team, we had established a process that involved:

Data Validation Before Upload: Our team cross-referenced and validated catalog data to ensure accuracy before bulk product uploads.
Live Monitoring: Our eCommerce specialists regularly tracked listing performance and account health to fix potential issues before they can create any negative impact.
Regular Reporting: We provided detailed work reports via the ETMS portal, including daily activities and tasks completed, time allocation across functions, quality scores, and issues identified and resolved.