A real-time shipment portal that cut support tickets by 40%

The problem

Northwind's customers tracked shipments by phoning a support team that re-keyed data from three disconnected systems. Response times were slow, errors were common, and the support queue grew every quarter.

The solution

We designed and built a real-time customer portal with role-based access, live tracking, and document downloads. A type-safe API layer unified the three back-end systems behind one interface, with automated tests and a CI/CD pipeline for safe, frequent releases.

The result

Within three months, self-service adoption hit 78% and support tickets dropped 40%. Customer satisfaction rose, and the team redeployed two support staff to higher-value work.