Order desk
Most orders in this business are the same customer buying roughly the same things on their own rhythm. The order desk handles that call end to end — and knows when to hand it to a person.
“Morning — it’s Dana. Can I get my usual filters?”
Number recognised, contact confirmed on the account.
“Of course. You usually take the 10 micron cartridge, ten cases. Same again?”
“Make it fifteen this time.”
In stock at the shipping branch. Contract price applies. Credit clear.
Illustrative. Nothing about the account is disclosed before the caller is verified, and the price comes from the contract rather than the conversation.
How a call works
The caller is identified and verified before any account information is disclosed. A recognised number and a known contact is enough; anything else triggers an account challenge. Fail it and the call escalates — nothing about the account is revealed.
Customers don’t read part numbers. They say “the usual casings” or “two boxes of the 21 millimetre.” The system resolves that against what this customer has actually bought — sizes, brands, pack types, units — and asks a clarifying question when genuinely ambiguous rather than guessing.
Stock at the shipping branch, the customer’s contracted price, credit status. If a forecast order already exists for this customer, the call draws that down rather than creating a duplicate.
Straight into your CRM and ERP, on the same path your team uses.
A price dispute, a complaint, a credit question, anything outside policy — routed to the right person with a callback number and the full context attached. Not a voicemail.
Also by email
Orders arriving by email are read, drafted against the same logic, and presented to the responsible rep to release or correct with one click. The rep stays in control; the keying disappears.
Guardrails
The price comes from the customer’s contract. It cannot be changed to win a conversation, and a price dispute goes to the account owner rather than being negotiated on the call.
Credit status is enforced. An account on hold stays on hold, and the call is routed to finance with a callback captured.
Nothing about a customer — balance, history, even whether the account exists — is disclosed until the caller is verified. Repeated failures escalate rather than retry.
It also does not take payment details, and it does not decide it knows better than your policy. These are deliberate limits, and they are the reason it can be trusted on a live line.
Twenty minutes is usually enough to know whether this is worth going further. We’ll look at your ERP with you — and if the data isn’t ready, we’ll tell you that rather than sell around it.