Transforming Order Management with Salesforce Agent Console Modernization

Overview

A leading retail organization faced challenges with its outdated third-party ordering system, resulting in inefficiencies for over 300 support agents. By transitioning to Salesforce and implementing a modern agent console, we created a unified platform for order management, returns processing, and customer support – all while maintaining zero downtime during migration.

PROBLEMS:

01 Fragmented Order Systems

02 Legacy Integration Bottlenecks

03 High-Pressure Support Demands

04 Inflexible UI

SOLUTIONS

Salesforce Agent Console Implementation

◉ Built custom Lightning Web Components for intuitive order management

◉ Maintained critical Aura components during the transition period

Legacy System Integration

◉ Developed real-time APIs to connect Salesforce with ERP/payment systems

◉ Implemented middleware for seamless data synchronization

High-Velocity Support Framework

◉ Established SWAT team with a 5-minute SLA for critical incidents

◉ Created escalation channels directly to solution architects

Continuous Improvement Engine

◉ Implemented weekly CI/CD deployments for rapid enhancements

◉ Automated testing covered 90% of custom components

RESULTS

100% Uptime During Transition

Zero disruption to $2M+ daily order processing
30% Faster Order Processing

Lightning Components reduced average handling time by 3.2 minutes
98% Critical Issue Resolution

Achieved < 5-minute response SLA for priority cases
Weekly Feature Releases

Deployed 15+ enhancements in the first 3 months