“Where is my order?” It’s the question that plagues every customer service team, and one that eats up more time, resources, and revenue than most companies realize.
The good news? You can now solve the Where is my order? (WISMO) problem with a data-driven, AI-powered agent console built on Snowflake’s Data Cloud.
At Atrium, we’ve launched the Intelligent Service Agent Console, a solution purpose-built for enterprises using Snowflake to modernize service operations, improve customer experience, and activate real-time data.
The WISMO challenge in enterprise service
WISMO-related inquiries are among the most frequent (and frustrating) for both customers and support agents.
The underlying challenge? Order, fulfillment, and shipping data live in disconnected systems that are often siloed across ERPs like SAP, carrier portals, and backend inventory tools. Agents have to dig, escalate, and copy/paste their way to an answer.
And by the time customers finally get a response? It’s too late to salvage the experience.
Why we built this on Snowflake
Snowflake is more than a data warehouse — it’s a modern platform for powering real-time decision-making and embedded experiences across the business.
With Snowflake at the core, the Intelligent Service Agent Console:
- Centralizes data from SAP, fulfillment systems, and shipping providers
- Makes it queryable in real time for agents inside the console
- Feeds embedded Streamlit apps for shipping updates, substitutions, and trends
- Enables sentiment analysis and performance insights via Snowflake Cortex
The result: A single, intelligent view of the customer’s post-purchase journey — made possible by Snowflake’s scalability and speed.
Key features of the Intelligent Service Agent Console:
- Real-time order & shipping visibility: Live updates from Snowflake, powered by integrated carrier and ERP data, reduce WISMO cases and handle time.
- Smart product substitutions: When an item is backordered, agents are served dynamic, in-stock alternatives — leveraging Snowflake queries across inventory and pricing data.
- Sentiment intelligence & coaching: Snowflake fuels Cortex’s ability to analyze service interactions and flag negative sentiment trends for frontline coaching.
- Workforce analytics & trends: Service leaders can explore real-time resolution data and team performance without leaving the console — thanks to Snowflake’s role in unifying and delivering analytics-ready data.
Business impact delivered
With the Intelligent Service Agent Console, you can improve crucial service metrics like average handle time, first contact resolution, and cost per case, while boosting customer satisfaction and agent efficiency.
All powered by Snowflake’s ability to activate enterprise data in real time.
Why Snowflake customers are adopting this
You’ve already invested in Snowflake to break down silos and modernize your data stack. This solution shows how to extend that investment directly into customer service — where the payoff is immediate and measurable.
This isn’t just a dashboard. It’s a working intelligence layer that uses Snowflake to create actionable visibility, personalized service, and real-time responsiveness at scale.
See the Intelligent Service Agent Console in action
Ready to bring Snowflake-powered intelligence into your service workflows?
Reach out for a demo and see how the Intelligent Service Agent Console is helping Snowflake customers deliver faster support, reduce case volumes, and boost customer satisfaction — all with the platform you already trust.
