Digital Audit

What the digital audit reviews

We start with the online channel: the store or B2B portal, catalogue quality (attributes, images, descriptions, price consistency), the checkout process, site performance and whether the analytics really measure what everyone thinks they measure.

Then we look at what lies behind it: how the order reaches the ERP and whether someone re-keys it, how prices and stock are synchronised, which spreadsheets hold up critical processes and which tools the sales and customer service teams use day to day.

Finally, the technical and contractual situation: platform versions and their support status, extensions and modules that are no longer maintained, user access, and dependencies on a single provider or on one person who knows how everything works.

We also review the commercial side of the channel: how price lists are managed by customer or country, which promotions can be launched without technical help, and what information the sales team has about what their customers buy online.

How we carry out the digital audit

We interview the heads of each area involved (management, sales, customer service, warehouse, finance and IT) and ask for read-only access to the eCommerce platform, the analytics and, when needed, an ERP test environment.

The most revealing part is following real orders from start to finish, from the moment the customer or sales rep enters them until they are invoiced and delivered. That's where the manual steps, exceptions and workarounds that don't appear in any manual come to light.

We compare what people tell us with the order, return and incident records. When the two versions don't match, that mismatch is often one of the findings in itself.

The work is organised to interfere as little as possible with operations: interviews are kept short, technical reviews use read-only access and most of the analysis we do on our own with the data you provide.

The digital audit deliverable

You receive a report with the current state by area, findings ranked by impact and urgency, the risks identified (technical, security and dependency), and for each recommendation an indicative estimate of the effort needed to address it.

The report has two levels: an executive summary for management and a technical appendix for your IT team or current provider. We present it in a working session to discuss the conclusions and answer questions before the document is signed off.

Each finding comes with the evidence behind it, whether a specific order, a screenshot or a figure from the analytics, so it can be verified internally and doesn't rest on our word alone.

The report distinguishes between what we have checked directly and what is based on what we were told, so the degree of certainty behind each conclusion is clear.

What to do after the digital audit

The report is valuable on its own. Some improvements can be solved with configuration or small adjustments your team can make; others require a project (an ERP integration, a platform migration, a portal for trade customers); and others are internal process changes that need no new technology.

When the recommendations involve several initiatives, the natural next step is to arrange them into a roadmap with dependencies and a phased budget, or to open a software selection process if a tool is missing. To get an idea of what those projects cost, you can check our eCommerce cost guide.

What we don't recommend is postponing the risks the report flags as urgent, such as an unsupported platform version, an extension with known vulnerabilities or an integration that only one person understands. Those are best resolved regardless of the other priorities.