Case Study: Oddbox speeds up customer support with Retool

How Oddbox matured (and sped up) their customer service using Retool

Oddbox, the UK food-waste rescue company, needed a faster and more reliable way to handle customer complaints. Before Retool, its customer service team used a long Google Form and spreadsheets, which created duplicate and inaccurate entries, limited error checking, delayed insights by days, and made it hard for agents to track complaint status or act on feedback quickly.

Using Retool, Oddbox built the Customer Happiness Tracker, an internal app that auto-populates Zendesk ticket data, centralizes customer and delivery context, adds status tracking and categorization, and feeds complaint data into its broader data stack. With Retool, Oddbox reduced errors and duplicate entries, logged more tickets, improved response times, and gave new hires an easier onboarding experience—helping the team respond to issues faster and with more confidence.

Oddbox

Tommy Newman

Senior Product Manager