“It is not physical, but mentally the repetition wore us down. Morale took a hit.”
Rozenn Le CromOrder desk team leader · Nat&FormAt the distributor we analysed, 13% of orders trigger a status request.
We analysed the customer service mailbox of a professional consumables distributor, from recurring reorders to order status requests. Here are the numbers, and the agents that handle them.
13%
What we found in the sector
0
status updates sent before the customer askedSample 1 mailbox · 5 months
13%
of orders followed by a status requestSample 1 mailbox · 5 months
76%
quotes with no follow-up after five daysSample 1 mailbox · 5 months
Method & sources
- 0
- No outgoing status message came before the customer’s question. Measured over five months on the customer service mailbox of a professional hygiene consumables distributor analysed in our diagnostics.
- 13%
- The customer comes back to ask where the order is.
- 76%
- At the same distributor, five days after they went out.
Manufacturer or distributor
Based on your profile.
Do you manufacture these goods?
More than a hundred orders a day, keyed in by hand.
At Nat&Form, the order desk 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, and the team gets room to breathe and refocus on the customer relationship.
“Some orders used to take more than 30 minutes. Today we are under 15.”
CapturePurchase orderBC-44-0917
From: appro@maison-verdier.fr · BC-44-0917.pdf
What the agent read
CustomerMaison Verdier
ReferenceBC-44-0917
Lines11
Pack sizeNot stated
Eleven lines read, one pack size to confirm.
ERPDraft
Maison Verdier
BC-44-0917
11
To confirm
North hub
Draft ready for the order desk.
Do you distribute these goods?
Your customers ask where their order is. Every day.
At the professional consumables distributor we analysed, 13% of orders trigger a status request, with no update sent beforehand. Each request pulls the order desk into a reply with no commercial value. Order acknowledgment goes out as soon as the order lands and tells the customer what happens next.
“Where’s my order?”
Outlook
FavouritesInbox64Sent itemsDraftsFoldersOrdersQuotesClaims
InboxBy date
Hôtel La Bastide09:02Order 58213: shipped or not yet?Order status
Crèche Les Lutins08:47Paper towel restock, 20 casesOrder
Garage Pelletier08:31Is Monday’s delivery still on?Order status
Mairie de Saint-OursYesterday 17:10New billing contact
Clinique du ParcYesterday 15:44Price of the 5 L soap dispenser?Quote request
Camping des PinsYesterday 11:20Opening hours next season
TagsYour tags
The tag, in one sentence
The customer asks where their order is or when it arrives
Tag created · on 2 emails
The agents that respond
The four agents these numbers call for.
Order capture
Extracts order lines from emails and records them into the ERP, with full traceability. 70% time saved on data entry.
See the agentQuote Follow-up
Identifies quotes with no reply and triggers a personalized follow-up at the right time. +10% quote conversion.
See the agentFree-Shipping Optimization
Detects orders below the free-shipping threshold and prompts customers to complete their basket. +5% average basket.
See the agentOrder acknowledgment
Sends the confirmation as soon as the order arrives and sets clear expectations on processing.
Page coming soon
Customers
They made the move.
Rozenn Le CromOrder desk team leader · Nat&Form“The idea was to absorb more orders from our key customers without adding to the workload. Automation got us there, simply and quickly.”
Amandine PlanchonOperations Manager · AvrilThe diagnostic
See what is waiting in your inbox.
48 hours. One PST file. No ERP access. A report with figures on status requests, quotes with no follow-up and handling time over your last 90 days.