Customer service in distribution is judged on speed. When we began working with one of the UK’s largest salt manufacturing companies, answering a single enquiry still meant checking stock, pricing, order history and more than twenty external delivery portals, one login at a time. Eight minutes per enquiry, across every enquiry in a busy week.
The team weren’t short of knowledge or effort. They were short of time, because customer service had become a job of logging into systems rather than talking to customers.
We built an AI customer service agent that performs those checks itself. It gathers stock, pricing and order history from Microsoft Dynamics 365 (Business Central), and tracking information from every one of those delivery portals, and drafts a complete, accurate reply for the team to approve and send.
Every draft waits in the shared mailbox for a person to approve and send. No reply goes out unseen; the team simply stopped having to assemble them.
Response times fell from eight minutes to ten seconds. Customers get an answer while the enquiry is still in front of them, and the team spend their time with customers rather than logging into systems.
Tell us where your team loses the most time. We will tell you honestly whether AI pays there, what it takes to build, and what we have already delivered for businesses like yours.
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