CAPO
Ongoing support for custom development
24-hour SLA in place for responses and resolutions, ensuring fast turnaround and minimal downtime
Development prioritised via cost–benefit analysis to focus spend on highest-impact improvements
Reduced customer-facing friction by resolving broken functionality and improving key site features
Case
study
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Capo engaged Marca on a retained, ad-hoc development basis to stabilise and improve an existing Shopify store that had accumulated technical debt over time. Several areas of the site were suffering from broken functionality, unreliable features, and inconsistent user experience, which was creating friction for customers and operational issues for the internal team.
Rather than requiring a full rebuild, Capo needed a flexible, responsive development partner who could rapidly diagnose issues, deploy fixes, and continuously improve existing features. Alongside this, they wanted greater clarity on the commercial value of new development requests, ensuring that effort was always justified by business impact.
To support this, we agreed a 24-hour SLA for responses and resolutions, enabling Capo to move quickly without the delays typically associated with traditional agency workflows.
We implemented a structured ad-hoc development model designed around speed, stability, and commercial accountability.
Our role was to act as Capo’s on-demand technical team, identifying and fixing broken functionality, improving existing features, and continuously refining the on-site experience to reduce friction for customers.
To prevent reactive development from becoming inefficient, we introduced a cost–benefit analysis framework for all new feature requests. This ensured every piece of work was evaluated not just on feasibility, but on expected commercial and customer impact, helping Capo prioritise what would genuinely move the needle.
With a 24-hour SLA in place, Capo gained access to rapid responses and fast resolutions, reducing downtime, preventing issues from compounding, and allowing the business to maintain momentum during high-pressure periods.
This approach gave them the best of both worlds: the flexibility of ad-hoc support with the structure and strategic thinking of a long-term partner.
Rather than focusing on a single metric, this engagement was designed to deliver consistent, compounding improvements.
The site is now more stable, more reliable, and easier to use, with broken functionality resolved quickly and existing features continuously improved. Customers experience fewer issues, smoother journeys, and a more polished interface, while the internal team benefits from faster turnaround times and clearer development priorities.
By introducing a cost–benefit lens to all new development, Capo now invests in changes that are commercially justified, not just technically possible. This has led to better decision-making, fewer wasted hours, and a more intentional product roadmap.
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