The Client
Our client is a US-based online supplier offering a comprehensive selection of car parts and automotive accessories for vehicle owners and auto repair specialists. Their extensive product portfolio encompasses replacement parts, performance upgrades, maintenance supplies, and aftermarket accessories, all designed to meet the diverse needs of the automotive industry.
Project Requirements
The client partnered with us in 2017 to establish and scale their presence through comprehensive Walmart account management services.
Key requirements for the project included:
Project Challenges
Managing an extensive, dynamic catalog of automotive parts presented several challenges:
Our Solution
To address these operational challenges, we utilized a structured, multi-layered account management workflow—blending automation with domain expertise. We deployed a team of 7 eCommerce specialists to manage end-to-end operations on the client’s Walmart seller center account. Our experts handled:
We leveraged a robust catalog management framework that combined automation and manual QA to maintain listing accuracy across over 450,000 SKUs. Each product listing was enriched with optimized titles, bullet points, and attributes while ensuring image compliance and category precision. Through manual reviews and regular audits, we eliminated duplicates, resolved attribute mismatches, and addressed content gaps to improve search visibility and conversion rates.
Our team operated in rotational shifts to ensure real-time order processing, keeping customers informed at every stage of their purchase journey. Before placing orders on supplier portals, we meticulously verified all details, such as item quantity, shipping address, and pricing accuracy, to prevent discrepancies or customer complaints. In instances of supplier shortages, we promptly sourced products from alternate vendors, minimizing cancellations and delivery delays.
Our eCommerce specialists continuously monitored stock availability across multiple supplier networks and maintained real-time updates in the Walmart Seller Center, uploading tracking details in real time. We proactively communicated with customers regarding any stock availability issues or potential delivery delays, offering alternatives and solutions to maintain customer satisfaction. To handle backorders, split shipments, customer-requested modifications, and last-minute address changes, we established Standard Operating Procedures (SOPs), ensuring consistent fulfillment accuracy.
Our Walmart customer support team underwent specialized training on the client's complete product line to confidently address technical questions related to product installation, compatibility, and technical specifications.
We adopted a quick-response strategy, responding to customer messages the same day, and created detailed internal reference guides covering common technical scenarios, compatibility charts, and troubleshooting procedures. This knowledge base helped us maintain consistency in responses while reducing resolution times.
Using Flashpricer, Walmart's preferred repricing solution, we enabled automated, real-time price monitoring and smart adjustments based on market trends, Buy Box insights, competitor pricing fluctuations, and demand shifts. Custom pricing strategies were also implemented to optimize competitiveness while protecting margins, ensuring stable performance in the Buy Box without relying on excessive price slashing that could affect profit margins.
We established a thorough health-check process to safeguard the client's account status and seller performance. This included regular audits to evaluate key metrics, such as order cancellation and defect rates, on-time deliveries, average response times to customer queries, product return rates, and overall seller scorecard health.
By continuously identifying potential compliance risks that could impact account health, we implemented preemptive corrective actions to prevent issues from escalating into violations. We also established a direct communication pathway with Walmart Seller Support, enabling swift escalation and resolution of any challenges that emerged throughout our engagement.
Maintaining marketplace compliance and data security was our priority. We ensured both with our established, secure workflows.
Data Security
Marketplace Compliance
Our hands-on management and strategic automation transformed the client's Walmart presence, establishing them as a market leader in the category and delivering significant, measurable results:
| Performance Metric | Result Achieved | Impact on Business |
|---|---|---|
| Seller Response Rate | 98% (Exceeding the 95% standard) | The same-day response workflow boosted customer loyalty and reduced escalations. |
| Listing Accuracy | 99% | Improved product visibility, customer engagement, and conversions by reducing buyer confusion. |
| On-time Delivery Rate | 97% (Exceeding the 94% standard) | Improved Seller Scorecard and reputation. |
| Customer Satisfaction Store | 98% | Sustained positive reviews and better Buy Box visibility with proactive communication. |
| Average Monthly Revenue | $235,500 USD (average monthly profit increase ~ 45%) | Dynamic pricing optimization and proactive account management helped secure a strong, profitable channel presence. |
| Account Compliance | Zero suspended listings & policy violations | Ensured uninterrupted selling privileges and long-term stability with proactive account health monitoring. |
Initially, the project started with a 7-member team, but its success led to rapid expansion, now supported by over 20 Walmart specialists. Impressed by the measurable results and the expertise shown, the client not only renewed but formalized a long-term partnership for ongoing, comprehensive Walmart account management
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