Project Name
Order, Invoice, and Return Reconciliation Automated at Enterprise Scale for India's Largest Electronics Retailer
India’s largest multi-brand consumer electronics retail chain operates hundreds of stores and a major eCommerce presence, processing millions of orders annually across consumer electronics, appliances, and digital products. The Salesforce Service Cloud implementation managing customer service operations was developed through a prime system integrator, with Ksolves providing the Salesforce engineering team across a continuous engagement from June 2023 through mid-2025. Applying its AI-First approach, Ksolves built the automated reconciliation, incident management, and case closure system using Apex Email Service to ingest OMS data, Batch Apex to reconcile twice daily, ServiceNow for automated incident creation on every detected mismatch, and an Affirmative Closure Communication handler for customer-confirmed case closure via WhatsApp and SMS.
- Orders, Invoices, and Return Orders Mismatching Between OMS and Salesforce: Data flowing from the Order Management System to Salesforce was not always consistent. Orders were missing in Salesforce, invoice status was inconsistent, return order records were not created, and EDD updates were not reflected in the CRM. Every mismatch left the service team working from incorrect data, increasing resolution time and customer complaints.
- No Automated Detection of Missing or Failed Orders: When an order processed in OMS did not appear in Salesforce or an invoice API call failed, there was no automated detection. Operations teams discovered mismatches reactively through customer complaints or manual spot-checks rather than being proactively alerted.
- ServiceNow Incident Management Not Integrated With Salesforce: When data mismatches were discovered, creating the ServiceNow incident required manual steps. Staff logged into ServiceNow separately, created the record, and cross-referenced the Salesforce case. At enterprise transaction volumes, this was operationally unsustainable.
- Case Closure Dependent on Manual Agent Action: Cases required manual closure by agents with no automated mechanism for customers to confirm resolution via WhatsApp or SMS. Ageing open cases accumulated, inflating case volume metrics and consuming agent capacity on cases customers had already considered resolved.
- Customer Communication Fragmented Across Multiple Channels: SMS, WhatsApp, and email communications were not consistently tied to Salesforce case events. This created gaps in customer-facing communication and inconsistency in the customer's understanding of their case status.
Ksolves built the automated reconciliation, incident management, and case closure system within Salesforce Service Cloud. Apex Email Service ingests OMS data. Batch Apex reconciles twice daily. ServiceNow incidents are created automatically on every mismatch. The ACC handler enables customer-confirmed case closure via WhatsApp and SMS through Karix.
- Apex Email Service OMS Data Ingestion: Configured to receive automated emails from OMS and APIM containing order, invoice, and return order data as attachments and XML payloads. The handler extracts all relevant data, parses order IDs, invoice numbers, and status codes, and creates or updates Salesforce records for reconciliation.
- Twice-Daily Reconciliation Batch: Batch Apex runs twice daily comparing order status, invoice records, and return order data between OMS and Salesforce. Identifies mismatches and queues each for automated resolution or ServiceNow incident creation. Includes retry logic and Integration Transaction object tracking.
- Automated ServiceNow Incident Creation: ServiceNow incidents created automatically on every detected mismatch including missing orders, invoice failures, return order errors, and API failures. Full Salesforce record context, category mapping, and severity classification. Zero manual cross-referencing required.
- Affirmative Closure Communication (ACC) Handler: Customers receive WhatsApp or SMS via Karix to confirm resolution. Platform Events trigger automatic case closure on yes-response. Retry batch processes non-responsive cases within the SLA window.
- Karix Unified Customer Communication: Karix SMS and WhatsApp Business API integrated with Salesforce for all customer-facing communications across the case lifecycle. Includes delivery confirmation tracking and retry logic for failed message deliveries.
- Salesforce Data Cloud Intelligence: Data Cloud covering Data Graph for unified customer and order data, custom API for real-time record fetching, and Order Search and Case Search API for agent-facing queries.
Technology Stack
| Category | Technology |
|---|---|
| Platform | Salesforce Service Cloud |
| Architecture | Apex Email Service + Batch Apex |
| Integration | OMS + APIM Integration |
| Integration | ServiceNow Incident Integration |
| Automation | Affirmative Closure (ACC) + Karix |
| Analytics | Salesforce Data Cloud |
- Mismatches Detected Automatically Twice Daily: Batch Apex cross-checks every order, invoice, and return order between OMS and Salesforce twice daily. Mismatches detected within hours with immediate ServiceNow incident creation triggered without human intervention.
- ServiceNow Incidents Created on Every Mismatch: Every detected mismatch automatically creates a ServiceNow incident with full Salesforce context, category classification, and severity mapping. Operations teams receive actionable incidents immediately with zero manual steps.
- Case Closure Automated Through Customer Confirmation: ACC system sends WhatsApp or SMS via Karix requesting closure confirmation. Platform Events trigger automatic case closure on yes-response. Retry batch handles non-responsive cases within the SLA window.
- Unified Customer Communication Via Karix: All customer communications delivered directly from Salesforce case events including order status, closure confirmation, service notifications, and failed delivery alerts. Delivery confirmation and retry logic at enterprise volumes.
India’s largest electronics retailer managing millions of orders annually moved from reactive mismatch discovery through customer complaints to automated twice-daily reconciliation through Ksolves Salesforce consulting services. Apex Email Service ingests OMS data automatically. Batch Apex reconciles every order, invoice, and return order twice daily. ServiceNow incidents are created on every detected mismatch with zero manual steps. Customers confirm case closure via WhatsApp and SMS through Karix. The Apex Email Service reconciliation pattern is directly replicable across any retailer or eCommerce operator managing data consistency between an OMS and Salesforce at enterprise transaction volumes.
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