B2B consumer goods
We analyzed the inbox of B2B consumer goods players, from recurring reorders to order status requests. Here are the numbers, and the agents that handle them.
Across the customer service inboxes we analyzed, no status is shared before the customer asks for it.
Orders that trigger a status request at the distributor we analyzed, with zero proactive updates detected.
By day 5 at the distributor we analyzed. The pattern repeats across every diagnostic we’ve run: from 62% to 95%.
A hundred orders a day, entered by hand.
At Nat&Form, the sales admin team handled more than a hundred orders a day, in every format (PDF, email, Excel). Time-consuming entry, errors, constant pressure on a small team. The agent absorbs the entry work, the team gets room to breathe and refocuses on the customer relationship.
"From the very first orders, we felt the relief. Fewer errors, less fatigue, and so much more time to focus on the customer relationship."
Your customers ask where their order is. Every day.
At the professional consumables distributor we analyzed: 13% of orders trigger a status request, with zero proactive updates sent. Each request pulls a sales admin rep away for a reply with no commercial value. An automatic order confirmation and proactive tracking remove the question at the source.
"Where’s my order?"
Extracts order lines from emails and records them into the ERP, with full traceability. 70% time saved on data entry.
Identifies quotes with no reply and triggers a personalized follow-up at the right time. +10% quote conversion.
Detects orders below the free-shipping threshold and prompts customers to complete their basket. +5% average basket.
Sends the confirmation as soon as the order arrives and sets clear expectations on processing.
“From the very first orders, the relief was obvious. Fewer mistakes, less fatigue, and far more time to focus on the customer relationship.”
Rozenn Le Crom
Sales Support Team Lead
At Nat&Form, the sales support team handled more than a hundred orders a day, most of them by hand, across a wide range of formats (PDF, email, Excel). The result: slow data entry, a steady source of mistakes, and constant pressure on a small team. The challenge: get the flow and the working comfort back, without waiting for the ERP migration.
70% time saved
on order processing.
