E-Commerce Operations Automation
Intelligent automation platform that streamlined order processing and customer support workflows for a high-volume retailer.
The Challenge
RetailMax, a mid-market e-commerce company processing 50,000+ orders monthly, was drowning in operational complexity. Their customer support team handled 3,000+ tickets weekly, with average resolution times exceeding 4 hours.
Order processing required manual intervention for 40% of orders due to inventory sync issues, payment verification, and shipping logistics. The operations team worked overtime consistently, and customer satisfaction scores were declining due to slow response times.
They needed a solution that could automate repetitive tasks while maintaining the human touch for complex customer issues.
Our Solution
We designed and implemented an intelligent operations automation platform:
**AI-Powered Ticket Triage**: Natural language processing to automatically categorize, prioritize, and route incoming support tickets. Simple inquiries (order status, return requests) are handled autonomously with AI responses.
**Order Processing Engine**: Automated order validation, inventory verification, and shipping optimization. The system handles exceptions intelligently, only escalating truly complex cases to human operators.
**Workflow Orchestration Hub**: Visual workflow builder enabling the ops team to create and modify automation rules without developer involvement. Supports conditional logic, multi-step approvals, and third-party integrations.
**Real-Time Analytics Dashboard**: Comprehensive visibility into ticket volumes, resolution times, automation success rates, and customer satisfaction metrics.
**Seamless Integrations**: Connected with Shopify, Zendesk, ShipStation, and their internal ERP via custom APIs.
Results
- 60% reduction in average ticket resolution time
- 80% of routine workflows fully automated
- $2.1M annual savings from reduced operational overhead
- Customer satisfaction score improved from 3.2 to 4.6 stars
- Operations team reduced from 24 to 12 staff while handling 40% more volume
“The automation platform Sprint Forge built has been transformative. Our team now focuses on complex customer issues that actually need human judgment, while AI handles the routine work flawlessly.”