About Scouting America
Scouting America (Boy Scouts of America) is one of the largest youth organizations in the United States, serving over one million members nationwide. Their eCommerce ecosystem spans retail, B2B, sub-brands, paid media, and fulfillment, supporting uniforms and merchandise across digital and physical channels, where delivery reliability directly impacts national operations.
Problem
Delivery was spread across vendors with no clear ownership, leaving teams stuck resolving issues instead of moving the roadmap forward.
Work was ongoing, but progress was difficult to predict. eCommerce, analytics, checkout, paid media, and support initiatives ran in parallel, with no single owner accountable for end-to-end delivery. Issues were often addressed reactively, fixes resurfaced, and teams lacked a clear execution plan that tied priorities and outcomes together.
The issues showed up as:
- Multiple workstreams running independently, with no clear ownership across the streams
- Recurring issues resurfacing after fixes due to fragmented responsibility
- Reactive support cycles instead of planned stabilization and prevention
- Analytics and tracking inconsistencies across teams and properties
- Checkout friction identified, but difficult to resolve systematically
- Performance and security concerns requiring frequent intervention.
Solution
Delivery ownership reset
We established a single accountable delivery model across eCommerce, analytics, checkout, support, and paid media. This change clarified who was responsible for outcomes and provided internal teams with a single point of escalation and prioritization for work.
Execution sequencing
Work was deliberately sequenced to break the cycle of reactive fixes: stabilize the core store and infrastructure first, then address analytics consistency, checkout friction, and paid media efficiency, preventing teams from fixing symptoms in isolation.
Analytics unification
GA4 properties were audited, errors identified, and tracking consolidated into a unified analytics setup. Historical data was exported to BigQuery and visualized in Looker Studio to restore visibility and support consistent, cross-team decision-making.
Checkout flow recovery
Quantitative analysis, user testing, and checkout tracing were used to pinpoint where users dropped off. Our changes focused on simplifying forms, improving mobile usability, and removing error-prone steps that had been difficult to address systematically.
Stability and security
scandiweb introduced regular code audits, server performance analysis, security patching, and 24/7 monitoring to move away from recurring emergency fixes. Issues were addressed as they arose, reducing the likelihood of repeat issues and improving overall reliability and performance.
Ongoing support was reorganized around predictable health-checks, on-demand intervention, and continuous CRO input, creating a repeatable operating rhythm that teams could plan around and trust.
Outcome
- Clear ownership established across all eCommerce delivery streams, replacing fragmented responsibility.
- Recurring issues addressed at the root instead of cycling back through repeated fixes.
- Unified analytics and tracking implemented across departments and properties.
- Reduced checkout friction, removing conversion bottlenecks.
- Paid media efficiency improved through better execution alignment with performance and analytics.
- Measured impact after stabilization:
- +64% mobile product views
- +55.7% mobile purchases
- -22% cart abandonment rate
- +17.7% transactions
- +19.2% eCommerce conversion rate
- A rapid delivery takeover developed into a 5+ year, ongoing partnership.
Stuck with a delivery setup that’s hard to trust? We help teams regain clear ownership and move the roadmap forward with confidence. Book a 50-min ROI roadmap session with scandiweb.
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