Replacement App

The platform was processing hundreds of replacement requests daily, and customer service agents were overwhelmed with manual ticket management. The existing process was inefficient, and there was an opportunity to automate replacements while generating upsell revenue.

I was responsible for building a full-stack Laravel application from scratch to manage replacement requests, automate the process, and integrate with customer support systems to streamline workflows.

I architected and built the entire replacement application from scratch, designing the application architecture with Laravel backend. I implemented automated replacement requests with cross-sells, built a manual replacement request management system, and implemented all business logic. I integrated with Shopify for order and product data and connected Zendesk, Gladly, and Gorgias to streamline customer support workflows and retention campaigns. I designed API contracts and data synchronization logic to keep support and commerce data consistent.

This project showed how automation can dramatically improve operational efficiency while creating new revenue streams. The personalized upsell feature was particularly effective, turning a support cost into a revenue opportunity.