Oddbox, a company dedicated to tackling the UK's food waste problem by delivering surplus fruits and vegetables, faced challenges in its customer service processes due to an inefficient system reliant on Google Forms and spreadsheets, which led to delays and errors in complaint handling. To address these issues, Senior Product Manager Tommy Newman implemented Retool, allowing for the development of the Customer Happiness Tracker app that streamlined the complaint logging and resolution process. This app provided customer service agents with a comprehensive and user-friendly interface, improving data accuracy, reducing response times, and enabling better communication with third-party vendors and internal teams. The new system not only enhanced the overall customer experience but also facilitated the onboarding of new agents and allowed Oddbox to track its performance against company goals. As a result, the customer service team became more efficient, and Tommy plans to further refine the system to enhance its functionality.