DTC E-Commerce
Unifying two product brands and one quit-journey into a single CRM
Dip Stop sells tobacco-alternative pouches under its Bacc-Off and Thriyv brands. We connected its Shopify store to Zoho so every customer's journey lives in one place.
The Challenge
Where Dip Stop Was Stuck
The operational friction that was costing time, data accuracy, and growth before Zoho.
Order data and support conversations lived apart
Shopify held every order, but customer support questions and replacement requests were handled in a separate inbox with no link back to order history.
No systematic follow-up on the customer's quit journey
For a product built around helping people quit dip, there was no structured way to check in, encourage reorders, or catch customers at risk of lapsing.
Two brands, no shared customer record
Bacc-Off and Thriyv customers were effectively invisible to each other in the back end, even when the same person bought both.
The Approach
How We Got Them There
Our standard discovery-to-launch methodology, applied to Dip Stop's specific workflow.
Store & Support Audit
Reviewed the Shopify order flow and the separate support inbox to find every point data was getting siloed.
Zoho Flow + Shopify Integration
Connected Shopify orders into Zoho CRM in real time via Zoho Flow, under one unified customer record.
Support & Lifecycle Automation
Set up Zoho Desk ticketing tied to order history and Zoho Campaigns journeys for reorder and quit-milestone check-ins.
Launch & Optimization
Launched the unified view and tuned follow-up timing based on the first two months of real purchase data.
The Solution
What We Built
Every Shopify order now flows into a single Zoho CRM customer record covering both brands, with support and lifecycle messaging triggered automatically off real purchase and quit-journey milestones.
- Real-time Shopify-to-Zoho CRM order sync via Zoho Flow
- One customer record spanning both Bacc-Off and Thriyv
- Zoho Desk support tickets linked directly to order history
- Automated reorder and quit-milestone email journeys
- Early-warning flags for customers at risk of lapsing
- Zoho Campaigns segmentation by product line and purchase stage
The Results
The Impact
44%
Faster support response time
26%
Lift in repeat purchase rate
1
Unified customer record across both brands
31%
More customers re-engaged pre-lapse
Figures are illustrative estimates based on the engagement scope, not independently audited client financials.
“We can finally see the whole customer journey — not just the order, but whether they're actually sticking with it.”
— Dip Stop Team
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