Customer self-service enablement

Increase customer satisfaction and help the customer service team of one of the leading US online grocers by preventing customers from needing to reach out for support when dealing with order complaints.


For handling grocery order complaints FreshDirect relied on it’s customer service team. Most of their customer base was satisfied with and requested store credit in exchange for the hiccups they experienced with their orders. Opening a customer self-service credit option was the next step in keeping customers happy.

Scope of Work

Business Analysis - Project Management - Web Development - QA


We had to integrate the new self-service option into the existing CRM with new customer service flows. Join the back-office infrastructure with the customer-facing store, ensure communication and apply necessary rules. Providing an automated solution we had to introduce fraud detection and escalation of fraudulent cases to customer service.

Used technologies

Java, Spring, Google Closure Templates, AngularJS


The feedback from the customer service team was extremely positive. The customers got accustomed quickly with the simpler and faster complaint handling process. Based on the initial feedback FreshDirect is planning to expand the self-service model for new customer service areas.

Code and soda remains FreshDirect's technology partner of choice, offering ongoing business analysis, consulting, web development services and support.

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