Building customer-handling systems

Customer-handling systems we build

Solution Ladder builds integrations and platforms that help customer success and support teams manage conversations, automate ticket routing, and surface customer health metrics. We commonly implement:

• CRM integrations (Salesforce, HubSpot) for unified customer records.
• Ticketing systems (Zendesk, Freshdesk) with custom workflows and automated routing.
• Event-driven automations to sync state between products, billing, and support.

Key engineering choices:

1. Use event logs to reconcile state across systems.
2. Implement schema validation at edges to prevent malformed data propagation.
3. Build a single source of truth for customer identity and enrichment pipelines.

Quick wins:

• Add webhook retries with exponential backoff and poison-queue handling.
• Normalize identifiers early and avoid cross-system duplicate records.
• Surface SLA metrics and automated escalations for critical tickets.

Next steps and resources

If you’re building a customer-handling platform, start by listing critical integrations (CRM, billing, support), then prototype the event schema and reconciliation checks. Document success metrics (SLA, MTTR, ticket volumes) and instrument early.

Helpful checklist:

• Inventory integrations and sample payloads.
• Design an event schema and decide on a single source of truth for identity.
• Implement automated retries and poison-queue handling for external failures.
• Add metrics and alerts for key SLAs and reconciliation divergences.