Today
- 01Support sees the ticket but not the full order history.
- 02Refunds, replacements and carrier claims sit in different tools.
- 03The customer waits while teams pass the case around.
Work
03Customer operations
Resolve the order, not just the ticket.
The employee sees the order, payment, stock and delivery in one place. They approve the remedy once. The system completes the work.
See the employee workspace 5 connected systems Resolution specialist decides
Pilot targets
Validate with live work
4 minutesresolution target
One viewfor order context
One approvalfor the remedy
01 The change
Less chasing. One clear place to work.
New way of working
- 01Order, payment, stock and tracking appear beside the ticket.
- 02The system prepares the best remedy allowed by policy.
- 03One approval updates every system and sends the customer reply.
02 How it works
The system prepares the work. People keep the decision.
01
UnderstandOpen the full order
The customer message is matched with the order, payment and previous contacts.
02
CheckConfirm what happened
Tracking has not moved for 61 hours. The parcel is likely lost.
03
PrepareFind the best remedy
A replacement is reserved in Berlin and a $25 service credit is prepared.
04
ResolveEmployee approves once
The replacement, credit, claim, case note and customer message are completed together.
Connected systems
Salesforce ServiceShopify PlusNetSuiteStripeCarrier API
03 What the employee sees
A work screen, not another chatbot.
The employee sees the open work, the evidence behind the recommendation and the decisions that need their judgment.
Order resolutionResolution specialist
Recommended next stepORD-104882
Send a replacement from Berlin and add a $25 service credit.
The parcel is likely lost, local stock is available and the customer has no earlier credit.
Replacement can arrive by 20 AugNo open payment disputeRemedy is inside policy
SpecialistThe full order and a ready remedy.
Team leadCost, overrides and blocked cases.
OperationsThe delivery and payment issues causing contact.
04 Systems and control
Connected to the tools you already use.
Access is limited by workflow. The system can read and prepare work; sensitive or final actions remain with a named person.
Salesforce ServiceCustomer and ticket
Shopify PlusOrder and fulfillment
NetSuiteStock and replacement
StripePayment and credit
Carrier APITracking and claim
ActionSystemPerson
Read order and paymentAllowedAssigned queue
Reserve replacementAllowedEmployee can change
Prepare creditUp to policy limitEmployee approves
Issue refundAfter approvalLead above limit
05 How to begin
Start with one live queue.
Use real work in a controlled pilot. Compare the recommendation with the team’s decision before adding write access.
Trace real cases
Map reasons, remedies, handoffs and policy.
Recommend beside the team
Show context and remedies without taking action.
Enable simple remedies
Start with late orders and reversible actions.
Have a workflow in mind?
Discuss the workflow