A shared view of shipping delays and customer follow-up.
We connected an online retailer's order and parcel-tracking information so its team could review delivery performance, find delayed orders and prepare customer updates.
- E-commerce
- Agent operations
The situation
The retailer's online store recorded what customers bought, while a separate tracking service reported what happened to their parcels after shipment. Each system held part of the answer to a basic operational question: were orders reaching customers within their delivery windows? Comparing delivery companies meant bringing those records together first.
Support staff needed to connect the same information when handling an individual order. They needed to see which parcel was delayed, understand the latest tracking information and decide whether to contact the customer. The retailer wanted a common view that supported both delivery reporting and that day-to-day follow-up, while keeping its existing store and tracking services.
What we decided
We chose to collect the order details and parcel updates in one shared database. Each order could then be considered alongside its shipment history. The reporting dashboard and the checks for delayed orders would use those same records, so the team would not have to assemble a separate set of information for each purpose.
We kept the decision to email a customer with the support team. The system would identify orders needing attention and put them in a review list. A staff member could then request a draft email, check it in the team's mailbox and decide when to send it. This connected the automated checks to a familiar customer-support routine.
What we built
We connected the store to the database so new orders and the products within them were recorded automatically. A second connection brought in updates from the parcel-tracking service. Together, these records supplied a dashboard for comparing delivery companies, also called carriers. Leadership could review whether shipments were meeting delivery expectations and compare performance across carriers, regions and shipping methods.
We also built an automatic check that considered a parcel's latest status, location and expected delivery window to identify orders at risk of delay. Those orders were added to a shared review list for support staff. As tracking information changed, another part of the system updated the existing entries so the list stayed connected to the shipment records.
When a reviewer selected Notify Customer, the system prepared an email draft in the team's Gmail account and logged the action against the order. The reviewer could edit the draft and send it from the mailbox. Five connected workflows handled the complete sequence: recording orders, receiving tracking updates, checking for delays, responding to staff decisions and maintaining the review list.
What changed
Leadership has a delivery-performance dashboard built from the same order and tracking records used by support. Staff can move from reviewing a delayed order to requesting and checking a customer email, with their action recorded against that order. Reporting and follow-up are connected through the shipment's history.
We transferred the running system to hosting controlled by the retailer and handed over the database, automation definitions and operating instructions. The retailer owns the system that collects the information, the reports its leaders use and the process its support team follows when a shipment needs attention.
Impact
- ~30% reduction in customer complaints through earlier identification and follow-up on shipping delays
- ~20% reduction in support team workload, with shipment checks and email preparation handled automatically
- Customer email drafts prepared at staff request, with sending controlled by the team
- Five connected workflows delivered and transferred to the retailer's own hosting
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