Sean Foster
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07 · Retail tech

Hardware exchanges, straight from a customer's help desk

A national restaurant group logs broken POS gear in its own service desk. Their tickets now become cases, work orders and ERP orders on our side automatically, and every shipment, tracking number and closure flows back onto their ticket.

Client
Installs and services checkout tech for national retailers and restaurant chains
Built with
  • MuleSoft
  • ServiceNow API
  • Salesforce
  • NetSuite
  • Apex

What it changed

  1. 01

    2,700+ tickets handled since go-live, about 300 a month across 900+ restaurants, with no re-keying.

  2. 02

    A field-level snapshot on each order means every change is pushed exactly once, as a public comment or an internal note.

  3. 03

    Tickets close themselves once outbound tracking exists, with the return tracking number in the close notes.

How it fits together

  • Built by me
  • Platform or outside system
  • People
Their service deskServiceNowProcess appMuleSoft, every 10 minCRM system APIUpsert casesSalesforceCase, work orderERP system APIChange snapshotNetSuiteSales order, trackingMonitoringLogs and pagingTickets in,updates outNew ticketsWork order to salesorderWhat changedLog, page on-callTheirserviceProcess appMuleSoft, every 10minCRM system APIUpsert casesSalesforceCase, work orderERP system APIChange snapshotNetSuiteSales order,trackingMonitoringLogs and pagingTickets in,updates outWork order to salesorder

More of my work

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08 · EnergyOne questionnaire engine, any processAdmins define scored questionnaires as records, and one component renders any of them.Salesforce Lightning Web Components Apex
09 · EnergyPay-by-link checkout for parts quotesCustomers open a secure link, review their parts quote and pay by card.Salesforce Sites Visualforce Lightning Web Components
10 · Real estateA public rules site that publishes itselfA public rulebook that rebuilds its pages and PDFs every time compliance publishes.Experience Cloud Salesforce Knowledge Lightning Web Components

Contact

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