An Inefficient Process Threatened E-commerce Growth
KIBO is a leading provider of an enterprise-class eCommerce platform that helps catalogers, retailers, direct marketers, and brand manufacturers sell goods and services online. Their unified platform brings together e-commerce, order management, subscriptions, and AI search in a single, cohesive ecosystem powered by intelligent commerce and agents.
However, KIBO faced a major roadblock with its outdated testing framework. Their testing cycles stretched beyond 120 days, delaying product releases and causing new features to reach customers far too late. The longer timelines also meant technical debt was piling up, further complicating their ability to innovate at the pace they needed.
At the same time, their support operations were struggling. Critical tickets were left unresolved for extended periods, leaving customers frustrated and dissatisfied. The inefficiency not only drove up operational costs but also caused Kibo’s NPS score to decline.
KIBO urgently needed a more innovative, faster approach to testing and support operations to stay competitive and meet consumers’ rising demands.
An Automation Framework Designed to Reduce Testing Cycles
KMS Technology stepped up with a comprehensive solution to tackle KIBO’s pain points head-on, addressing their challenges across three core areas. The focus was on measurable outcomes, predictable execution, and a sustainable model that KIBO’s teams could own and scale.
1. Speeding Up Testing with Automation
KIBO’s lengthy, manual testing cycles were a bottleneck in their operations. To fix this, KMS developed a custom automation framework tailored to its needs. By incorporating advanced regression testing techniques, we automated time-consuming manual processes and ensured comprehensive test coverage.
Our team reduced KIBO’s testing cycles from over 120 days to just 12 days, enabling them to roll out updates faster, with greater confidence and reliability. For a business in eCommerce, this rapid iteration was a game-changer. Release candidates moved through gates with predictable timing, rollback procedures were tested in advance, and parallelization of test execution cut lead time even further. The result was a steady cadence of high-quality releases that kept pace with market needs.
2. Reinventing Support Operations
KIBO’s support system was another area in desperate need of optimization. Customers were waiting too long for ticket resolutions, leading to dissatisfaction and inefficiency. We began with a baseline assessment of ticket queues, SLAs, and handoff patterns, then mapped the end-to-end lifecycle from intake to closure.
To address this, the KMS team overhauled their support processes with a streamlined operational model that improved visibility, accountability, and workflow optimization. As a result, ticket resolution times improved by 8x, while the cost per ticket dropped by 33%. The support organization became a source of insights for product and engineering rather than a reactive cost center.
3. Strategic Product Integration
KIBO’s technology stack included both legacy systems and modern cloud-based solutions, making seamless integration a critical priority. KMS developed an integration strategy that bridged the gaps in their systems, ensuring smooth rollouts of updates and new products.
By closing critical test coverage gaps and addressing potential risks, we set KIBO on a path to sustained operational excellence. The outcome was a platform that evolves without disrupting customers, supports faster innovation cycles, and maintains the reliability that an eCommerce business requires.
Building a Foundation for Market Growth
By partnering with KMS, KIBO completely transformed their testing and support operations. Testing cycles were reduced by 90%, allowing faster, more reliable product releases. Support processes became 8x faster, resolving customer issues quickly and effectively while driving operational cost savings. Most importantly, these improvements resulted in a 60% boost in their NPS score, a clear sign that consumers noticed and appreciated the changes.
“The management team at KMS has really distinguished itself from other options and partners that we’ve had. Probably one of the biggest reasons why we’ve been successful with KMS is the leadership there.”
– Director of Account Management & Support Engineering, KIBO
For KIBO, these outcomes were more than just numbers on a report. They represented a renewed ability to meet customer expectations, adapt to market demands, and maintain their competitive edge. With a stronger foundation in place, KIBO is now better positioned to innovate, grow, and continue leading in the e-commerce space.