Embark Veterinary Case Study

Client Overview

Embark Veterinary is a leader in canine genetics, offering advanced DNA testing and health insights for dog owners, breeders, and veterinarians. Stack Builders has partnered with Embark for over eight years, supporting the e-commerce platform and website that support their digital experience.

Boston, MA Location

Biotechnology Research Industry Impact

Since 2018 Partnership

22% Reduction in Support Tickets Results Impact

The Challenge

What was the problem? As order volume and partner onboarding increased, routine tasks took more time to manage across teams and systems. Embark needed a way to support activation and partner setup without added manual coordination.

How we approached it! We looked for the replicable steps behind support requests and partner onboarding, then prioritized automation where it could reduce handoffs across customer communications, Shopify, Zoho, and internal workflows.

The Solution

In e-commerce and B2B environments, the purchase is only one step in delivering a strong customer experience. Much of the “magic” happens before and after, through operational touchpoints like activation details, partner setup, and order communications. Stack Builders helped Embark move high-frequency support tasks into automated Shopify workflows, reducing support demand while keeping the experience as easy as possible to navigate.

From Purchase to Activation

Made activation details easier to find, allowing customers to complete common steps without contacting support.

Partner Setup at Scale

Automated Shopify steps for adding affiliate partners and reducing manual setup work.

Cleaner Order Communications

Improved order-related touchpoints so important information was easier for customers to access.

Less Support Dependency

Created a more autonomous experience by reducing CX involvement in partner routines.

Our Tool Stack

Shopify

Zoho

Order confirmation email templates/communications

Our Approach

Finding the Repeat Patterns Before automating anything, we looked for recurring requests and operational steps that were taking time from customers and partners.

Tracing the System Handoffs We traced how information moved through customer communications, Shopify, Zoho, and internally before deciding where automation would help most.

Prioritizing Low-Disruption Fixes We focused on changes that could reduce manual effort quickly without forcing Embark’s team or customers into a new way of working.

Improving What Already Worked Rather than adding complexity, we built around Embark’s existing operational setup to make routine processes easier to manage.

Results & Impact

Shifting key post-purchase and partner work streams into automation significantly reduced pressure on Embark’s support team while keeping the experience simple for customers and partners. By handling more activation and partner setup steps behind the scenes, the team could spend more time on nuanced cases instead of “frequently asked questions.”

22% Fewer Tickets Clearer workflows and improved communications helped customers complete common tasks on their own.

Reduced Manual Workload Automated recurring tasks, like syncing sign-up creation between Shopify and Zoho.

More Focused CX With less repetitive requests, the CX team can give more time to complex customer and partner needs.

Real Impact, Real Growth

Stack Builders has been a fantastic partner in helping to augment and enhance our development efforts. In particular, Stack Builders developers have long been a cornerstone of the team developing our e-commerce platform, embedded alongside our own software engineers. They are great teammates, consistently produce high-quality work, and demonstrate a level of professionalism and commitment to our company's work and mission that far exceeds expectations.

Evan Sheffield Embark Veterinary

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Looking Forward

Operational work is never fully finished. Every new customer, order, partner, and internal process creates another opportunity to either add manual effort or build a smarter path forward.

Our partnership with Embark Veterinary supports the latter, continuing to evolve alongside their growth. As customer volume and partner networks expand, we're excited to keep identifying practical ways to refine key operations, strengthen system integrations, and make routine work easier to manage.

By continuing to improve the workflows behind Embark’s customer and partner experience, we help their teams stay focused on innovation, service quality, and the higher-value work that supports long-term scalability.

Ready to identify where automation can reduce manual workload and support smarter growth?

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