As the company expanded into business and group order markets, internal teams faced friction in resolving post-purchase issues. Fixing orders required switching between two separate tools; slowing down response times and increasing the cognitive load on experienced agents. With ongoing system migrations and a new design system rollout, this was a strategic opportunity to consolidate workflows and improve operational efficiency.
Fix orders were typically handled using two separate internal systems resulting in a fragmented workflow that required highly experienced users. This posed risks to service quality and limited the speed and accuracy of customer support.