DigiHaat Operations Control Tower – Real-Time Order Issue Resolution System

Overview:

Developed a real-time Operations Control Tower framework for DigiHaat to track, assign, and resolve high-priority order issues. The system centralized oversight of unaccepted orders, delivery SLA breaches, and customer-triggered help requests, enabling faster escalations and improved customer experience.

Objectives:

• Build a centralized, real-time dashboard to identify and track orders requiring operational attention.

• Automate assignment of order issues to the correct POCs for faster resolution.

• Enable consistent issue tagging to identify patterns, recurring problems, and improvement areas.

• Improve customer experience by integrating click-to-call and instant refund initiation features.

• Support leadership teams with performance insights for partner, merchant, and delivery teams.

Process:

• Designed the Control Tower workflow to monitor three key scenarios:

  • Orders Not Accepted by merchant or provider

  • TAT Breach Orders exceeding SLA

  • Help Button Triggered Orders raised by customers

• Partnered with the tech team to structure the dashboard, ensuring no personal customer data was exposed while providing essential operational details (Order ID, timestamps, POC details, status).

• Integrated auto-assignment logic to route each issue to the correct POC, with visibility for TLs and admins across SLA-breached and open cases.

• Added click-to-call options (masked) for customer, merchant, and delivery partner to ensure quick resolution.

• Implemented an issue-tagging module to capture root causes and track patterns (e.g., store closed, rider unavailable, wrong item delivered, payment issues).

• Enabled click-to-refund capability, allowing agents to process refunds immediately after verifying issues.

• Designed staffing requirements and operational coverage model, proposing a 7-agent inbound team to manage real-time issue load across operational hours.

Achievements:

• Improved real-time visibility into live order issues across merchant, logistics, and customer channels.

• Reduced resolution time through automated POC assignment, click-to-call features, and structured workflows.

• Strengthened customer experience with proactive outreach and instant refund capabilities.

• Enhanced pattern recognition through standardized issue tags, enabling targeted process improvements across partners and delivery teams.

• Enabled leadership to track operational efficiency, SLA adherence, and recurring issue categories through centralized data.

• Improved operational readiness by defining clear team staffing requirements to manage real-time support effectively.