- Return on investment
- 8.27xReturn on investment12 months
- Hours reclaimed in year one
- 1,957Hours reclaimed in year one
- Equivalent capacity released
- 2 FTEEquivalent capacity released
- Accuracy on delivery tracking
- 95%Accuracy on delivery tracking
Before
After
The challenge
Customer service was absorbing a constant stream of repetitive contact: delivery chasing, account queries, product identification and reorder questions, spread across phone, web chat and social channels.
Supplier tenders and RFPs were assembled by hand, taking days of senior time per submission.
Sales data existed but was not reaching the people who needed to act on it, and new starters relied on colleagues to answer process questions.
What we built
- An omni-channel customer agent deployed across voice, web, Instagram, Messenger and WhatsApp, handling live delivery tracking, product recommendations and account-level queries.
- An internal agent for staff onboarding and process queries, so the answer to a policy question is one message rather than one interruption.
- RFP and tender automation that drafts supplier submissions from the group's own catalogue and pricing data.
- Purchase invoice automation feeding the finance system directly, removing manual keying from the purchase ledger.
- Sales insight surfaced back to reps and managers, rather than sitting in a report nobody opens.
What changed
The customer agent now handles the volume that previously required two full-time customer service roles, and those people moved on to complex and consultative work rather than repeating themselves.
Delivery tracking answers land in seconds instead of hours, at 95 per cent accuracy verified by the client's own IT team.
Tender submissions that used to take days of assembly are drafted automatically, so the group bids on more opportunities without adding headcount.
Systems
- Horizon ERP
- Voice and social channels
- Purchase invoice pipeline
- Orbit CRM