Production case · Shoper
Published production experience
The solution connected telephony, internal administration and support history around the agent's actual workflow.
01
Callers often did not know their account name or registration details. Agents had to identify the customer, find the right store and reconstruct earlier correspondence before addressing the actual issue.
Identification began while the caller waited for an agent. When the call was answered, the relevant customer, stores and support history were already available.
02
Initial state
The phone call, customer administration and previous support interactions did not arrive as one working context. Searching could consume most of the handling time before diagnosis began.
Constraints
Product decision
Using the waiting period to identify the caller changed the process boundary. The agent could begin with prepared context instead of operating another search interface during the call.
My contribution
I combined earlier customer-service experience with hands-on development to solve the operational bottleneck at its source.
The measured result concerns the customer-context lookup step. It is not presented as a reduction of total call duration.
Key decisions
The solution treated customer context as part of call setup, not a separate administrative task.
Caller matching starts before an agent answers, using time that previously produced no support value.
Customer data, stores and support history arrive together instead of as separate searches.
The agent can begin diagnosing the issue immediately after accepting the call.
Delivery model
Identify the customer, store and history an agent needs before the first question.
Resolve likely accounts and gather the available context while the caller waits.
Make the prepared context available at pickup and verify it in daily support operation.
Verified production outcome
The platform and daily-call figures describe the period of the project. No current Shoper scale or endorsement is implied.
What this proves
The case connects user insight, integration design and hands-on delivery to a measurable improvement for an internal team operating at scale.
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Your internal workflow
We can map the real decision path and design the smallest system change that removes the operational bottleneck.
Discuss an internal product workflow
