Retail & E-Commerce
Rebuilding an order platform and launching a RAG support assistant
Mid-Market Retail Platform
A multi-brand retailer needed to replace an aging order-management system and reduce support load ahead of peak season. We re-platformed the core system to a modern stack and layered a retrieval-augmented support assistant on top of their knowledge base.
- Reduction in support ticket volume
- 34%
- Faster order processing throughput
- 2.1x
- From kickoff to production launch
- 12 weeks
The challenge
The order-management system had been extended for nine years by four different vendors. Peak-season throughput had flattened, every schema change risked a regression somewhere unrelated, and support volume scaled linearly with orders because agents had to look up the same twenty answers by hand.
What we built
We re-platformed the core order system onto a modern service architecture with contract tests at every boundary, migrating brand by brand rather than in one cutover. In parallel we built a retrieval-augmented assistant over their existing help centre and order data, so agents and customers got source-cited answers instead of a search box.
Delivered through our Custom Software Development, RAG, and AI Chatbots practices.
The outcome
Support ticket volume fell 34% within two months of launch and order throughput more than doubled, with the full programme reaching production twelve weeks after kickoff.
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