# Every order acknowledged, confirmed and tracked For order desks and customer service in distribution, trading and manufacturing. Agents take orders from every channel into your ERP, check stock and credit, confirm in the customer's language and keep the customer told until delivery. [Talk to the team](https://qantara.systems/contact) / [Read the thesis](https://qantara.systems/original/thesis) Four orders, one way into your ERP. Each order arrives in its own shape, goes through the agent along the orange line and lands as the same sales order. The bottom line confirms each one back. An order is only as right as the last person who typed it. We put agents on every order: entered once, checked before it is confirmed. ## What the agents do around every order Four desks touch an order between the first message and the delivery: the one that takes it, the warehouse that fills it, credit control that can stop it and customer service that answers for it. Agents work alongside all four, inside the systems you already run. ### Order desk: Every order in, however it was sent How many orders are still sitting in someone's phone? - **Acknowledge it at once.** The customer gets a reply as soon as the order lands, in the language they wrote in, saying what was understood. Nobody has to wonder whether the order was seen. - **Read the purchase order, whatever its layout.** Each chain and contractor sends its own format: a PDF, a spreadsheet, a download from their portal. The agent reads the lines, the delivery address and their order number, and keeps their number on your sales order. - **Enter it once, in your ERP.** The sales order is created with your item codes, your units and the customer's price list. The warehouse, the driver and the invoice all read that one entry. - **Hold back what looks wrong.** A quantity far above what the customer usually takes, a price they should not have or an address that has never been delivered to is shown to the order desk before anything is confirmed. [See quotes and bookings](https://qantara.systems/solutions/quotes-and-bookings) ### Warehouse: Nothing confirmed that the shelf cannot fill Which orders did we confirm that the warehouse cannot fill? - **Count what is already promised.** A line is checked against stock on hand less what other open orders have already taken, not against the stock figure alone. - **Reserve it the moment it is confirmed.** Confirmed lines are reserved in your ERP straight away, so two customers are never promised the same last cartons. - **Promise a date the route can keep.** The delivery date comes from the route plan, the vehicle's capacity and the customer's receiving days, not from a standard lead time. - **Hand it over ready to pick.** The warehouse gets the order with its lines, the delivery window and anything the customer asked for, so nobody has to call the order desk to ask. ### Credit control: No order held without a reason Which orders are on credit hold this morning, and why? - **Check the account with the order.** The open balance, the overdue invoices and the limit are read from your ERP when the order arrives, not when the truck is being loaded. - **Hold it with the reason.** An order over the limit is held with one line for credit control: what is overdue, what is open and what would let it go. - **Tell the salesman before the customer.** The salesman who owns the account hears about the hold first, with the figures, so the conversation with the customer is theirs to have. - **Move it the moment it is cleared.** A payment matched or a decision from credit control sends the order on to the warehouse, and the customer hears that it is moving. [See collections](https://qantara.systems/solutions/collections) ### Customer service: Customers told before they have to ask Who tells the customer when an order is going to be late? - **Say when it leaves.** When the order is loaded, the customer gets the delivery window on the channel they ordered on, in their language. - **Say it is late before they notice.** A supplier that ships late, a vehicle off the road or a line still held changes the date. The customer hears the new one first, with what is still on time. - **Answer to their reference.** A chain asks about its own purchase order number, a contractor about the site. The agent finds the order from whichever reference the customer uses. - **Record what came back short.** A short or damaged line is logged against the order with the photo, and the credit note or the replacement goes to the person who approves it. [See customer inquiries](https://qantara.systems/solutions/customer-inquiries) ## Beyond the four desks Some orders do not arrive as one message from one customer: the ones that repeat every week, the ones under a contract, the ones a brand pays part of and the ones between your own companies. - **The weekly order, ready before they ask.** Many customers order the same things on the same day each week. The agent prepares the usual order from their history and sends it for a yes, a change or a skip. Regular customers order with one reply. - **Call-offs against a contract.** A customer with a supply contract orders against it in instalments. Each call-off is checked against the contract's prices and what is left to call off, and the account manager hears when it runs low. Every call-off inside its contract. - **Promotions on the orders they were meant for.** Free goods, bundle prices and trade promotions from the brands you carry are applied to the orders that qualify, and recorded for the claim back to the brand. No promotion missed, and none given twice. - **Orders between your own companies.** When one company in your group buys from another, the sales order on one side becomes the purchase order on the other, with the same lines and prices. One order, entered once, on both sides. ## How it works for orders 01 **Embed.** Our engineers follow a day of orders with your team, from the first message to the delivery note: who typed each one again, where, and what was lost when they did. That becomes the baseline and shows where to start. 02 **Build.** The customer orders, adds a line, drops another and moves the day, across a morning of messages. An agent keeps it as one sales order, changes it line by line as each message arrives, and checks a new day against the route before it agrees. 03 **Scale.** Every branch's orders and stock sit on one record, so an order one branch cannot fill is checked against the others before anyone says no, and the transfer is booked with it. 04 **Measure.** The time from each order to its confirmation, and the orders corrected after they were invoiced, each against the month before we start, counted with your order desk. ## A changed order is a new offer A confirmation that changes the order, a smaller quantity, a later date, another brand, is not the customer's yes: it is a new offer, and they have not agreed to it. A quick reply on WhatsApp, or goods accepted at the door, can still turn it into the order, and the argument starts at the invoice. Agents set every confirmation beside the order it answers, name each line that changed and wait for the customer's yes before the order goes ahead. The order and its confirmation, line by line. Matching lines get an equals mark. The changed line is marked in orange, and the agent asks the customer before anything is confirmed. ## Built around the systems you run Nothing has to be replaced to start. Agents work inside your ERP and your stock, read the purchase orders your customers send, and answer on the channels they already order on. - ERP and accounting - Stock and warehouse - Price lists - Route planning - WhatsApp Business - Email - Customer portals - EDI and purchase orders - Spreadsheets ## What order desks ask us **Can our customers keep ordering on WhatsApp?** Yes. Customers order the way they do today, on WhatsApp, by email, through their portal or through your salesmen, in Arabic or English. Nothing changes on their side. **What happens to an order the agent cannot read?** It goes to the order desk with what was understood and what was not, and the customer is asked only for what is missing. **Who confirms the order?** The agent, inside the rules you set: stock available, the account in order, the price from the right list. Anything outside them waits for the person you name. **Will customers know they are dealing with an agent?** They should, and we set it up that way. The agent writes in your company's name and says what it is, and a customer who wants a person gets one, with the thread. **What if a customer orders something we do not carry?** The customer hears straight away, with the nearest item you do carry if your team has named one. Nothing is substituted without their yes. **Do you replace our ERP?** No. Orders are written into the ERP you already run, through its own interfaces. Your team keeps the screens it knows, and nothing is migrated. **Where do we start?** With one channel or one branch, followed for a day with your team. The agent starts where an order is typed again most often. ## Orders in your industry - [Distribution and trading](https://qantara.systems/solutions/distribution): Orders confirmed, delivered and collected. - [Manufacturing and industrial](https://qantara.systems/solutions/manufacturing): Suppliers, schedules and the line kept moving. - [Logistics and freight](https://qantara.systems/solutions/logistics): Quotes, bookings, customs and delivery, on time. ## Start with the orders typed twice Tell us where orders come in today and who types them into your ERP. Our engineers take it from there, on site. [Talk to the team](https://qantara.systems/contact) / [Email us](mailto:hello@qantara.example) Muscat and across the Gulf --- This is the Markdown twin of the page at https://qantara.systems/solutions/orders