KoalaLiving

The Buyer's Side

• Will it fit my room? Will it suit my space? This leads to abandoned carts, returns, and customers who only buy after visiting a gallery.
• That's a lot to pay all at once. Large orders stall at checkout.
• Part of my order isn't in stock. Do I wait for everything? This causes frustration, cancellations and delayed revenue.
• Do I want assembly, or can I do it myself? Delivery pricing and expectations are unclear.
• Where is my order? The support team gets a steady stream of calls and emails.
• I don't know what suits my home. Sales are lost without design expertise.
• What should I buy before it's gone? Urgency on low-stock items is missed.

The Business's Side

• Complex catalogue. Single products, multi-part products, designer collections and many variants meant messy data, wrong filters and slow product setup.
• Developer dependency. Every banner or content change needed a developer, which slowed campaigns and caused missed promotions.
• Different buyers. Everyday shoppers and trade professionals needed different pricing, which meant manual discount handling and errors.
• Scattered operations. Orders, delivery, payments and stock lived in separate places, giving conflicting information and extra manual work.

• AR on products. Customers place the piece in their own space on their phone and check size, scale and style before paying.
• 23 galleries, with on-display visibility. If they want to see it in person, they can check which gallery is showing that exact product.
• Design consultations. Customers who need guidance get help from the Koala Living design team instead of guessing.
• Collection sourcebooks. Every product in a designer collection is tagged in one place, so customers can style a whole room that works together.

• 30% upfront. Customers secure their order without paying in full.
• Part payments. The balance can be paid in instalments.
• Apple Pay, Google Pay and Zip. Customers check out with the method they trust.

• Pre-order notifications. Customers are told when pre-order items are available, so they aren't left guessing.
• Partial delivery. In-stock items can arrive first if the customer can't wait for the rest.
• Deluxe delivery (with assembly). Customers don't have to build heavy furniture themselves.
• Standard delivery (no assembly). Customers pay only for the service they need.

• See live order status. Each item shows whether it is in stock, confirmed, pre-order or dispatched.
• See and change delivery options. Choices adapt to what is actually available in their order.
• Read the next step in plain language. They always know what happens next.
• Pay the balance. Part payments and balances are handled in one place.
• Update their details and contact support. This means fewer calls to the team.

Helping customers decide

• New Arrivals. Shows the latest products first.
• Last Chance. Highlights items nearly out of stock, so customers know what to buy first.
• Enhanced search. Helps customers find what they want faster.
• Chatbot. Answers questions about products, orders and policies at any hour.
• Newsletter. Keeps customers up to date on deals and new collection drops.

Two ways to save

• Luxe membership. $29 for 2 years, with 50% off every item.
• Trade membership. Free, with 60% off every item, for retailers and business owners. Customers apply through a form and the Koala Living team approves it.

The CMS: Marketing Runs the Storefront

• Launch a campaign. Swap banners and videos and set their sequence, with no developer involved.
• Update messaging. Edit headings and content on any section.
• Reorganise the store. Change product categories as ranges grow.
• Release new products. Publish products when they're ready.
• Merchandise the store. Manage the New Arrivals and Last Chance sections.

The ERP: Operations Run From One Place

• Add products. Create standard products and multi-part (virtual) products, each with its own unique ID series.
• Keep data clean. Unique product IDs prevent duplicates and mix-ups.
• Manage the catalogue. Attributes and filters are managed dynamically, so a new attribute or filter appears on the storefront without development.
• Run orders. Orders, payments and delivery stay in sync with what customers see in the portal.
• Approve trade members. Applications are reviewed inside the system.

What This Means for the Team

• Content changes no longer wait on developers. Marketing publishes on its own.
• Stock, orders and delivery no longer sit in separate places. There is one source of truth.
• Discounts are no longer handled manually. Membership discounts are applied automatically.
• Repeated ‘where is my order?’ queries are answered by the portal.
• Product data is no longer messy. It is structured, dynamic and consistent.

• Business analysis first. We mapped every customer journey and internal process before development, so we solved real problems instead of just building screens.
• Detailed specifications. We wrote a specification for every module covering business rules, roles and edge cases, so developers and the client were aligned from day one.
• Scenario-based planning. We mapped real-life cases such as all in stock, all pre-order, mixed orders, partial delivery and quotes, so every real-world situation worked at launch.
• One connected system. We designed the website, CMS, ERP and portal together, so data never conflicts between systems.
• Role-based access. Each team sees and controls only what's relevant to them, which is safer, simpler and less error-prone.
• Iterative delivery. We built and refined in stages with client feedback, so there were no surprises at handover.
• Plain-language communication. We translated technical decisions for the client's business team, so the client always understood what was being built.
• Scope management. We tracked changes against the original scope, so the project stayed transparent as it grew.

• Customers hesitate before big purchases? We build visualisation tools, showroom visibility and consultations.
• Orders are complex, with mixed stock and different delivery needs? We build flexible payment and delivery flows.
• Your team waits on developers? We build a CMS and ERP your team controls.
• Product data is messy? We build dynamic attributes, filters and unique IDs.
• Support is swamped with status queries? We build a self-service customer portal.
• You sell to both consumers and trade? We build membership tiers with approval workflows.