Embedding live Kibo order data inside Salesforce for faster customer support
A custom Salesforce Lightning application with a Node.js middleware layer that surfaces real-time Kibo OMS order data and actions directly inside Salesforce Cases.
Overview
A client's support teams were losing significant time to manual order information retrieval across Kibo OMS and Salesforce. The administrative overhead was diverting agents from complex, value-added work, creating errors and inconsistencies, and making it harder to scale as customer inquiry volumes grew. iResponsive built a specialized Salesforce Lightning Web Components application backed by a Node.js proxy middleware on Azure Cloud, integrating Kibo OMS directly into Salesforce Cases with automatic email and order ID parsing, real-time data display, and in-ticket order actions.
Platforms & Technologies
The Challenge
Support teams faced six compounding problems: time-consuming manual order information retrieval that caused response delays, staff being diverted from complex and value-added work into administrative data gathering, heightened error rates from manual data transcription across systems, an inconsistent customer service experience from interaction to interaction, the absence of real-time access to comprehensive order details within Salesforce Cases, and increasing difficulty scaling the support operation as customer inquiry volumes grew.
Our Approach
iResponsive developed a specialized Salesforce application using Lightning Web Components and the Apex framework, embedded directly within Salesforce Cases. A middleware proxy layer was deployed on Azure Cloud (or GCP) to handle API requests between Salesforce and Kibo OMS while managing CORS restrictions. The application automatically parses email addresses and order IDs from case descriptions, retrieves live order data from Kibo in real time, and displays it inline within the case view. Agents were given direct order modification capabilities - including shipping address updates and cancellations - without leaving Salesforce.
The Outcome
Support agents gained centralized, real-time access to comprehensive order details within Salesforce, eliminating the need to switch platforms. Automated parsing removed manual order lookup from the workflow. Response times improved through streamlined access to order data and in-ticket action capabilities. The scalable architecture positioned the support operation to handle increased inquiry volumes without proportional increases in agent overhead.
Related Capabilities
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