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Agent Command Center for a US Retail Technology Leader

A secure, API-driven integration brought live order data from the Order Management System into the customer service desk. Agents no longer switch between systems, resolve queries faster, and give customers a more consistent experience.

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Home /Home /Case Studies /Case Studies /Agent Command Center...Agent Command Center for a US Retail Technology Leader

Retail

Giving customer service agents live order intelligence on one screen, so they spend more time solving problems and less time searching for answers

The Case

Our client, a leading US retail technology provider, wanted to improve how its customer service teams handle order queries. Agents switched between the Customer Service Platform and a separate Order Management System, manually searching for orders and piecing together status and fulfilment details. This slowed handling times and made answer quality depend on each agent’s lookup skills. The client wanted live order context inside the agents’ main workspace so they could resolve requests on the spot.

Solution

The Reflections team designed and built a secure, API-driven integration layer that connects the Customer Service Platform with the Order Management System and turns the agent workspace into a single command center for order-related service:

• Built a secure integration layer between the Customer Service Platform and the Order Management System using APIs
• Surfaced live order status directly in the agent workspace, so agents can see where an order stands without leaving the service desk
• Brought real-time inventory information into view, helping agents answer availability and replacement questions on the spot
• Displayed fulfilment and shipping details alongside the customer conversation for faster delivery-related responses
• Gave agents access to complete order history, so they understand the customer’s past purchases and previous issues in context
• Enabled agents to view and act on orders from a single screen, removing context switching and manual data lookups
• Designed the architecture for security, protecting customer and order data as it moves between systems
• Built for scale, so the integration can support growing order volumes and new service use cases over time

Technology Stack

• Integration: Secure API-driven integration layer
• Systems Connected: Customer Service Platform and Order Management System
• Approach: Real-time data synchronization, unified agent workspace

Benefits

• Fewer Manual Lookups: Agents no longer search for order details across separate applications
• No More System Hopping: All order information is available in one workspace, eliminating constant switching between tools
• Higher Agent Productivity: Agents handle queries more efficiently and can focus on the customer rather than on finding data
• Faster Resolution: Customer conversations are resolved more quickly with full order context available in the moment
• Consistent Customer Experience: Every agent works from the same live data, so customers get accurate and consistent answers
• Built for Growth: A secure, scalable foundation ready for higher order volumes and future service capabilities

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