National distributor: order-to-cash workflow hardening

Reduce manual order exceptions, make handoffs auditable, and keep humans in the loop where margin or compliance mattered.

14 May 2025

Sector: Distribution / wholesale

Focus: Automation & Agentic Workflows

Situation

Orders arrived through email, EDI, and reps’ inboxes, and exceptions sat in threads instead of systems. Finance needed traceability; ops needed fewer copy-paste hops between ERP and CRM.

What we focused on

  • Boundaries: Defined what agents could never do without approval, pricing overrides, credit holds, address changes.
  • Idempotency & logs: Replay-safe jobs with structured logs so support could answer “what happened to order X?” without SQL archaeology.
  • Human handoff: Queues and SLAs for the minority of cases that needed judgment, not more automation.

Outcome

Fewer stuck orders, faster month-end reconciliation, and a playbook the ops team owned instead of a black-box script.

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