Runbook
Tasks tonight1,284
Result
Fernwood Living
Where-is-my-order, returns and exchanges answered from the order record.
- 71 %tickets closed unattended
- Support
- 2025
Result
Fernwood Living
Where-is-my-order, returns and exchanges answered from the order record.
- 71 %tickets closed unattended
- Support
- 2025
Result
Fernwood Living
Where-is-my-order, returns and exchanges answered from the order record.
- 71 %tickets closed unattended
- Support
- 2025
The result · Result 03 / 06
71 % tickets closed unattended01234567890123456789 %
tickets closed unattendedThe story
Where-is-my-order, returns and exchanges answered from the order record.
Fernwood sells furniture online and every delivery question used to be a ticket for a person. The workflow reads the order, the carrier status and the returns policy, answers the 11 most common questions in the brand's voice and opens a return with a label when it is allowed. 71 % of tickets close with no one on the team involved; the rest arrive with the history already attached.
- Client
- Fernwood Living
- Sector
- E-commerce
- Workflow
- Support
- Year
- 2025
What wewired.
- 01Week 1
Mapped the week
We sat with the people who do the work and drew every hand-off on one whiteboard: where a record is typed twice, where a reply waits, where a spreadsheet is rebuilt.
- 02Week 2
Wired the trigger
The workflow starts from the event the team already produces: a booking, a closed job, a form, a payment. Nobody has to remember to press anything.
- 03Week 3
Built the steps
Each step reads from the client's own systems and writes back to them under their own logins. Every run leaves a line in the log.
- 04Week 4
Ran it beside the team
Two weeks in parallel with the old way: the numbers were compared every morning, the edge cases added, and then the manual path was switched off.
Beforeand after.
- Admin hours a week
- Before: 38 h01234567890123456789 h
- After: 11 h01234567890123456789 h
- First reply
- Before: 2 days0123456789 days
- After: 4 min0123456789 min
- Records typed by hand
- Before: 100 %012345678901234567890123456789 %
- After: 0 %0123456789 %
In the client's words“Seven in ten support tickets close without us. The ones that reach us come with the order, the carrier status and the last message already there. That is the part I did not expect.
The result · Result 03 / 06
71 % tickets closed unattended01234567890123456789 %
tickets closed unattendedThe story
Where-is-my-order, returns and exchanges answered from the order record.
Fernwood sells furniture online and every delivery question used to be a ticket for a person. The workflow reads the order, the carrier status and the returns policy, answers the 11 most common questions in the brand's voice and opens a return with a label when it is allowed. 71 % of tickets close with no one on the team involved; the rest arrive with the history already attached.
- Client
- Fernwood Living
- Sector
- E-commerce
- Workflow
- Support
- Year
- 2025
What wewired.
- 01Week 1
Mapped the week
We sat with the people who do the work and drew every hand-off on one whiteboard: where a record is typed twice, where a reply waits, where a spreadsheet is rebuilt.
- 02Week 2
Wired the trigger
The workflow starts from the event the team already produces: a booking, a closed job, a form, a payment. Nobody has to remember to press anything.
- 03Week 3
Built the steps
Each step reads from the client's own systems and writes back to them under their own logins. Every run leaves a line in the log.
- 04Week 4
Ran it beside the team
Two weeks in parallel with the old way: the numbers were compared every morning, the edge cases added, and then the manual path was switched off.
Beforeand after.
- Admin hours a week
- Before: 38 h01234567890123456789 h
- After: 11 h01234567890123456789 h
- First reply
- Before: 2 days0123456789 days
- After: 4 min0123456789 min
- Records typed by hand
- Before: 100 %012345678901234567890123456789 %
- After: 0 %0123456789 %
In the client's words“Seven in ten support tickets close without us. The ones that reach us come with the order, the carrier status and the last message already there. That is the part I did not expect.
The result · Result 03 / 06
71 % tickets closed unattended01234567890123456789 %
tickets closed unattendedThe story
Where-is-my-order, returns and exchanges answered from the order record.
Fernwood sells furniture online and every delivery question used to be a ticket for a person. The workflow reads the order, the carrier status and the returns policy, answers the 11 most common questions in the brand's voice and opens a return with a label when it is allowed. 71 % of tickets close with no one on the team involved; the rest arrive with the history already attached.
- Client
- Fernwood Living
- Sector
- E-commerce
- Workflow
- Support
- Year
- 2025
What wewired.
- 01Week 1
Mapped the week
We sat with the people who do the work and drew every hand-off on one whiteboard: where a record is typed twice, where a reply waits, where a spreadsheet is rebuilt.
- 02Week 2
Wired the trigger
The workflow starts from the event the team already produces: a booking, a closed job, a form, a payment. Nobody has to remember to press anything.
- 03Week 3
Built the steps
Each step reads from the client's own systems and writes back to them under their own logins. Every run leaves a line in the log.
- 04Week 4
Ran it beside the team
Two weeks in parallel with the old way: the numbers were compared every morning, the edge cases added, and then the manual path was switched off.
Beforeand after.
- Admin hours a week
- Before: 38 h01234567890123456789 h
- After: 11 h01234567890123456789 h
- First reply
- Before: 2 days0123456789 days
- After: 4 min0123456789 min
- Records typed by hand
- Before: 100 %012345678901234567890123456789 %
- After: 0 %0123456789 %
In the client's words“Seven in ten support tickets close without us. The ones that reach us come with the order, the carrier status and the last message already there. That is the part I did not expect.
Book a call
Tell us what eats your week. We'll automate it.
Pick what fits. On the call we map the first workflow, the tools it touches and the week it goes live.
Book a call
Tell us what eats your week. We'll automate it.
Pick what fits. On the call we map the first workflow, the tools it touches and the week it goes live.
Book a call
Tell us what eats your week. We'll automate it.
Pick what fits. On the call we map the first workflow, the tools it touches and the week it goes live.