Omnichannel Service Cloud and Commerce integration for a national retail and e-commerce group.
Salesforce Developer & Consultant · Omnichannel transformation program
Challenge
Disconnected order, fulfillment, and service workflows across web storefronts, marketplaces, and contact centers caused delayed resolutions and inconsistent customer experiences.
Solution
Built an omnichannel operations hub on Service Cloud with Commerce Cloud integration: unified case routing from order events, automated RMA and refund flows, custom LWC order-lookup widgets, and middleware sync to warehouse and payment systems.
A national retail and e-commerce organization struggled with siloed order data — agents could not see fulfillment status without switching between storefront, ERP, and ticketing tools.
I designed a Service Cloud hub that ingests order and shipment events, auto-creates cases for exceptions, and surfaces a single order timeline inside the agent console.
Custom Lightning components, Flow automation, and REST integrations to warehouse and payment platforms reduced manual lookups and standardized how teams handle returns and escalations.
Results
40% faster case resolution, unified order visibility for agents, and measurable lift in post-purchase customer satisfaction scores.
- 40% reduction in average case resolution time
- Single order view for contact-center agents
- Improved post-purchase satisfaction scores
- Scalable handling of seasonal order volume spikes
Key Deliverables
- Service Cloud case routing tied to Commerce order events
- Custom LWC order lookup and timeline components
- Automated RMA, refund, and escalation Flows
- REST integrations to warehouse and payment middleware
- Agent training and operational runbooks for peak seasons
Technologies Used
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