Dorwest, a 75-year-old pet care brand, shares how they successfully scaled their Shopify store to over 50,000 orders annually, even winning "Online Business of the Year." The Operations Director reveals their strategy for bringing a heritage brand into the digital age, focusing on a meticulous Shopify migration, robust operational systems, and strategic partnerships. This episode is a must-listen for established businesses looking to digitize and scale sustainably while maintaining brand integrity.
Key takeaways
Implement a 'smart, slow-and-steady' approach to re-platforming, focusing on meticulous planning and execution to ensure a smooth transition and avoid disrupting existing operations.
Document every single process within your organization to create a "secret weapon" for efficiency, consistent quality control, and streamlined growth as you scale.
Prioritize partnerships with vendors and agencies that genuinely "get" and align with your brand's core values, ensuring external collaborations enhance rather than dilute your brand image.
Evaluate the benefits of in-house fulfillment for maintaining end-to-end quality control and enhancing the customer experience, especially for brands where product integrity is paramount.
Develop and evolve customer loyalty strategies, moving beyond basic programs to create a "focused loyalty approach" that adapts to changing customer expectations and strengthens long-term relationships.
Ben Boughton-White is the Operations Director at Dorwest, experts in herbal pet care since 1948. Selling globally via wholesale, marketplaces, Crufts! and their own Shopify store, they now do over 50,000 order a year, and were recently named Online Business of the Year at the Pet Industry Federation Awards. Ben shares how Dorwest — a 75-year-old family-run pet care brand — brought its heritage into the digital age. From a smart Shopify migration to building efficient systems and strong partnerships, he reveals how they’ve kept quality, trust, and growth at the heart of their eCommerce success. Hit PLAY to hear: 🚀 How Dorwest turned a 75-year-old pet care brand into a thriving Shopify success story 🧩 The smart, slow-and-steady approach that made their Shopify migration truly work ⚙️ Why documenting every process became their secret weapon for efficiency and growth 🤝 The power of choosing partners who actually “get” your brand — and how to find them 🏡 Why Dorwest refuses to outsource fulfillment (and how that decision boosts quality) 💬 How a husband-and-wife team keeps communication flowing and the business growing Key timestamps to dive straight in: [04:59] 'Morning Walks and Business Success' [09:00] 'End-to-End Quality Control' [10:40] Trusted Partners Shape Our Brand [13:38] 'Focused Loyalty Approach' [17:25] Evolving Loyalty Rewards Strategy [20:53] Listen to Ben’s Top Tips! Full episode notes here: https://ecmp.info/572 ---
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What does this episode say about shopify & ecommerce platforms?
Implement a 'smart, slow-and-steady' approach to re-platforming, focusing on meticulous planning and execution to ensure a smooth transition and avoid disrupting existing operations.
What does this episode say about dtc strategy?
Document every single process within your organization to create a "secret weapon" for efficiency, consistent quality control, and streamlined growth as you scale.
What does this episode say about supply chain & operations?
Prioritize partnerships with vendors and agencies that genuinely "get" and align with your brand's core values, ensuring external collaborations enhance rather than dilute your brand image.
What does this episode say about brand & content?
Evaluate the benefits of in-house fulfillment for maintaining end-to-end quality control and enhancing the customer experience, especially for brands where product integrity is paramount.
What does this episode say about shopify & ecommerce platforms?
Develop and evolve customer loyalty strategies, moving beyond basic programs to create a "focused loyalty approach" that adapts to changing customer expectations and strengthens long-term relationships.
