E-Commerce Build, Private Sourcing Platform & Paid Social Strategy
Hail The Maison is a retail brand with customers who want something specific and hard to find. That is great for sales, but the way it was being handled was holding it back. Private sourcing requests came in by email and DMs, got tracked in spreadsheets, and passed between the team and suppliers with no structure. Real buyers were slipping away in the friction.
Farrow Logix took on the whole digital side: the ecommerce build, a private sourcing platform, and paid social on Meta and Instagram. Customers submit a request through a clean, on-brand form, and each request flows into one backend and on to the right supplier, with no manual data entry and nothing lost in an inbox.
The lesson holds across every business I work with: design the customer experience and the operations behind it together. A great front end on a messy back end just moves the problem.
Hail The Maison is a retail brand with a strong customer base seeking bespoke, one-of-a-kind products. But the process for handling private sourcing requests (customers looking for specific products sourced directly from suppliers) was entirely manual. Enquiries came in through email and DMs, tracked in spreadsheets, communicated back and forth between the team and suppliers without structure.
Sales were being lost in the friction. Customers with genuine intent couldn't find an easy way to submit a request, follow up on progress, or understand the process. Suppliers had no clear intake. The team was managing complexity that should have been invisible.
Farrow Logix took ownership of the entire digital experience, from building out the e-commerce foundation to designing and delivering a custom private sourcing platform that transformed the most complex part of the business into a seamless, revenue-driving process.
The sourcing platform gives customers a clean, on-brand way to submit bespoke product requests directly on the site. Behind the scenes, those requests flow into a structured backend that tracks every enquiry from submission through to supplier fulfilment, with no manual data entry, no lost emails, and no back-and-forth dropping through the cracks.
Private sourcing is a differentiated offering: there's no off-the-shelf platform that handles it well. We designed the solution from first principles around how Hail The Maison actually works: what customers need to feel confident submitting a request, what the team needs to manage multiple requests simultaneously, and what suppliers need to receive a clear, structured brief.
The result is a system where a difficult, high-touch process becomes invisible to everyone involved. Customers get a premium experience. The team gets structure. Suppliers get clarity. And the business gets more sales from a process that previously leaked revenue at every step.
What was previously the most friction-heavy part of the Hail The Maison business became one of its strongest customer touchpoints. The private sourcing platform now handles the entire request pipeline, from first customer enquiry to supplier brief, without manual intervention from the team.
A bespoke sourcing experience that makes the complex feel effortless: for customers, for the team, and for suppliers. Requests that previously required multiple back-and-forth touchpoints now move through a structured pipeline automatically. Paid social drives qualified buyers directly into both the store and the sourcing flow, with full visibility on what converts.