A 20-user audit and interim leadership for TRX

TRX makes suspension trainers, the straps people anchor to a door or a frame for bodyweight workouts. When home workouts took off, demand for TRX jumped, and a small E-Commerce team had to handle it. The store ran on BigCommerce, with HubSpot for content and email, NetSuite as the ERP, and a third-party warehouse.

DYODE's audit found the cracks. There was no single KPI report and no view of shipping costs. There were no written procedures. Site search had no autosuggest. Returns and cancellations were handled by hand, and customer service was split across three systems. In usability testing, new visitors weren't sure what the site was selling.

The audit covered the whole business, not only the site. DYODE met one-on-one with each department, and ran usability tests with 20 people on desktop and mobile.

Every finding was scored and placed in a three-phase roadmap, along with a phased org chart for the team TRX would need as it grew.

After the audit, DYODE stayed on under a consulting retainer and ran the day-to-day E-Commerce business and team. That meant weekly scrums with TRX's team, regular reporting to TRX's leadership, and a tracker of every open decision.

The work under that plan included a customer segmentation analysis, a full-funnel acquisition framework, email flow and preference-center recommendations, an ERP and warehouse optimization session, and IT requirements for return automation, payment authorization, cancellations and pre-orders. Holiday prep covered site load testing and the holiday offer strategy.

DYODE ran the vendor selection for the tools the audit called for. For site search, DYODE compared Instant Search+, Searchspring, Reflektion and Unbxd, then ran the test environment once TRX chose Instant Search+.

For returns, TRX selected Happy Returns. For selling across borders, DYODE compared six providers, recommended Zonos, and negotiated free implementation. Affiliate platforms got the same side-by-side comparison.

TRX got a ranked, phased roadmap and someone running it day to day while its own team was stretched.

Site search, returns and cross-border selling were each decided with the requirements written down and the vendors compared side by side. TRX's team restructured the homepage around what the audit found.