Centralized Service for Wildfork with commercetools

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CASE STUDY

45% Faster Resolution: Centralizing Wildfork’s Service with commercetools CSA

Industry |Food & Beverage

Technology| commercetools

Location | United States

Wildfork Foods, a leading specialty meat and seafood retailer, needed to empower its customer service teams to manage inquiries, replacements, and refunds directly within commercetools without relying on fragmented, manual processes. Their agents struggled with disjointed systems, leading to slow response times and operational inefficiencies across their US and Canadian markets.

Royal Cyber delivered a custom Customer Service Accelerator (CSA) application integrated directly into the commercetools Merchant Center, centralizing data and automating workflows to transform their customer service operations.

Challenges

Inefficient order and customer lookups due to the platform's lack of partial search capabilities.

Customer data security was compromised without a dedicated, secure password reset microservice.

Blockage of critical business analysis due to missing Excel-compatible order export functionality.

Inconsistent application performance was observed across the two U.S. and Canadian markets.

Delayed transaction processing due to the lack of real-time integration with core FVNA services.

Disjointed systems created manual sync delays and data inconsistencies across enterprise.

Key Outcomes

45%

Reduction in customer resolution time.

100%

Automation of fragmented service workflows.

80%

Faster data retrieval from a single interface.

3x

Faster market expansion across regions.

Solutions

All customer, order, and transaction data were consolidated into a single, unified interface within the commercetools Merchant Center.

The system gained crucial data functionality with the addition of partial search for rapid data lookup and a secure microservice for handling password resets.

Service workflows were automated to directly process refunds and replacements, eliminating reliance on external systems.

The entire platform was built on a composable architecture to ensure consistent, scalable functionality across major markets (US and Canada).

What Customers Say about Royal Cyber

Royal Cyber’s Customer Service Accelerator (CSA) transformed our customer care platform, effectively and efficiently shifting our ordering systems for a quicker and faster time-to-resolution.