Summit Essentials
A consumer products brand reached out mid-peak season with a problem that felt impossible to untangle: their tech stack had grown to 12 different tools, and nobody could find anything fast enough to matter. Support tickets sat for 6+ hours because agents had to check three systems just to answer "Where's my order?" Inventory levels lived in one place, order status in another, customer history in a third. Every question required tab-switching, copy-pasting, and prayers that the data matched.
The cost wasn't just time. It was trust. Customers waited hours for basic updates. Support agents felt helpless giving generic responses because they couldn't see the full picture. And leadership couldn't make decisions quickly because the data they needed was scattered across systems that barely integrated. We mapped the entire operational workflow—from order placement to post-purchase support—and identified where fragmentation created the most friction. The goal wasn't to replace everything at once; it was to consolidate around core functions and connect what remained. We prioritized visibility, speed, and reliability so information flowed to the right person at the right moment without manual effort.
Why this worked: Information at the point of need: Agents didn't hunt for data—it appeared where they were already working. Support conversations happened faster because the context was immediate. Fewer tools, less chaos: The team went from learning 12 interfaces to mastering 4. Onboarding dropped from two weeks to three days. Proactive, not reactive: Automated notifications flagged issues early. The team could solve problems before customers even asked. The result: the support team stopped fighting their tools and started helping customers. Response times dropped. Satisfaction scores climbed. And instead of juggling dashboards, agents were doing what the brand hired them to do—building relationships and solving real problems, not hunting for order numbers across three different systems.
