Worked example · fictional data
Resolving enquiries and investigating recurring complaints.
Familiar enquiries are resolved. A support colleague delegates research into recurring complaints and uses their service-policy expertise to set up a new check.
This example illustrates a possible implementation. It does not describe a delivered client project or measured result.
Support resolution
Execution & exceptions
Customer and order matched · carrier confirms delivery tomorrow
Customer updated through the support system; reply and source recorded in the ticket.
Resolved under service policyRequested refund falls outside standard policy
Case and order history sent to the responsible colleague.
Approval requiredIllustration of a possible implementation, not a live client system.
The workflow in detail
- Systems involved
- Ticketing · CRM · Order records · Shipping data
- How the work happens today
- Employees retrieve customer and order data for each ticket. A recurring complaint often stays scattered across individual conversations while the same enquiries keep arriving.
- What the agent executes
- The agent matches the message to the customer, checks order and shipping records and applies the agreed service rules. A routine enquiry supported by clear information is answered and recorded. A return can trigger its workflow; an exceptional refund requires approval.
- What the employee does
- A colleague asks: ‘Which complaints about product X keep coming back this month? Investigate what is happening.’ They add what the warranty covers for this product. The agent system groups tickets, examines order data and collects sources. The colleague makes this a weekly check without building technical settings.
- Limits and recovery
- The agent does not invent a delivery date that the carrier has not provided. Conflicting records, sensitive complaints or commitments outside policy create a review task. A failed message delivery does not incorrectly mark the ticket as resolved.
- What Silvant builds
- Silvant builds customer identification, ticketing and order access, service handling and checks on commitments. The team can use that knowledge and those actions for its own research and new ways of working.
- 01
Request and context
A customer enquiry or an employee's instruction starts the work.
- 02
Investigate
Agents use tickets, orders and the team's service agreements.
- 03
Resolve
Routine enquiries are answered; an exceptional refund requires a decision.
- 04
Extend the routine
An employee turns complaint research into a weekly check.
Does this work look familiar?
Tell us how your team handles it today and which systems are involved.