Wholesale · Customer service

"Where is my delivery?" answered before anyone has to call back.

Delivery status by email, chat or phone, straight from ERP, warehouse and tracking. Backlogs and complaints go to your team with all the data.

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Sales order AU-26-10418Haustechnik Krämer
  1. 13 linesLS-26-55210, delivery tomorrowin transit
  2. Line 7 ball valve DN 25Goods receipt Thursdaybackorder
  3. ShipmentCarrier, route 14loaded
Customer chatAU-26-10418
  1. Haustechnik Krämer

    Where is line 7 of BE-77412?

  2. Line 7 is on backorder, goods receipt on Thursday. The rest arrives tomorrow with LS-26-55210.

    ERP, shipment tracking

Where time goes today.

  1. 42%

    see real-time order and delivery status as a useful addition

    That many wholesalers and manufacturers want to support their sales with live status. Today the customer asks and someone searches.

    B2BEST Barometer 2026, as reported by etailment (German)

  2. One answer, three systems

    The order in the ERP, picking in the warehouse, the shipment at the carrier. For one status question the back office opens everything in turn.

  3. The phone interrupts every other task

    Status questions come all day. Each one pulls someone out of an order or a quote, which then takes longer.

One case, step by step.

RequestsCustomer service
  • Haustechnik Krämer10:12Where is line 7 of BE-77412?site is waitingChat
  • Elektro Brandt10:15Do you have 40 of item 204-1180?call, 0711 4471-20Phone
  • Bauunternehmung Lenz10:21Delivery date for the 2nd floor call-offfor quote AG-26-3317Email

The question comes through any channel.

By email, in the website chat or on the phone. The AI recognises customer, order or purchase order number, even if only "our delivery from Monday" is mentioned.

Your team decides

Which channels the AI answers and at what times.

StatusAU-26-10418
  1. Order14 lines, 13 pickedpartly shipped
  2. Delivery noteLS-26-55210, route 14loaded
  3. Line 7 ball valve DN 25Reordered from supplier, EK-26-0841backorder
  4. Goods receiptThursday, advisedconfirmed

The AI queries ERP, warehouse and carrier.

Order status, picking, delivery note and shipment tracking in one step. For backorders it looks at the next goods receipt.

Your team decides

Which data a customer may see, such as purchasing dates.

Customer chatAU-26-10418
  1. Haustechnik Krämer

    Where is line 7 of our order BE-77412? The site is waiting.

  2. Line 7 is on backorder, goods receipt on Thursday. The other 13 lines are on their way with delivery note LS-26-55210, delivery tomorrow. Shall we send line 7 on Friday?

    ERP order AU-26-10418, shipment tracking

The answer comes with evidence.

In the same channel the question came in. Every answer names order, delivery note and date, so the customer can plan and nobody has to call back.

Your team decides

How firmly dates are phrased.

Handover to back officeCase 26-4410
CustomerHaustechnik Krämer
OrderAU-26-10418
RequestLine 7 by express before Wednesday
StatusGoods receipt Thu, supplier asked
Take over

Special cases go to the team.

A complaint, an express request or a date the data cannot support: the AI tells the customer honestly and opens the case with all the data for the back office.

Your team decides

How the special case is handled.

What it delivers and what it connects to.

  • 74%

    of wholesalers and manufacturers fear losing customers if requests are not answered the same day

    Source: ECC KÖLN, synaigy and Intershop, B2BEST Barometer 2026 (German)

  • 1 min

    to answer a status question, outside office hours too

    Assumption for a typical company

  • 6 in 10

    status questions answered by the AI without a handover to the team

    Assumption for a typical company

Works with the systems you already use

Who does what.

What the AI takes on

  • Recognises customer and order in the question
  • Queries ERP, warehouse and carrier
  • Answers with order, delivery note and date
  • Opens special cases with all the data

What your team decides

  • Clears backorders with suppliers
  • Decides on express and substitute items
  • Handles complaints
  • Sets what customers may see

Who it fits.

A good fit if

  • Customers often ask about delivery status, dates or stock
  • Orders, stock and backorders live in the ERP
  • Your carriers provide tracking data you can query
  • The questions come by email, chat and phone

Less of a fit if

  • Status questions are rare
  • Delivery dates in the ERP are often wrong
  • Customers already see the full status in your portal

What it costs

Fixed prices, clear steps.

You know up front what each step costs and what it delivers.

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  • AI strategy

    €1,990plus VAT

    Fixed price

    • One workshop day on real cases
    • A calculation with your figures for the best use cases
    • A paper for management and shareholders

    Money-back guarantee: three use cases that pay back within 12 months on paper, with your figures, or your money back.

    Request the AI strategy

  • Pilot with one use case

    from €5,000plus VAT

    Fixed price

    • On your data, in your process
    • Acceptance criteria agreed in writing
    Request a pilot

All prices net. Operation afterwards is from 20% of the project price a year, cancellable monthly. The code and the data are yours.

Built fromAI integrationAI phone assistants

Further reading

All posts
MCP explained: how AI assistants reach your systems and what that means for your ITAI toolsTiemo Timtschenko
AI on the phone: what it costs, what it must say and what it may recordPhoneArian Jusufi
Why the AI cannot find your part number: pgvector, Azure AI Search and others compared in plain termsKnowledge systemsTiemo Timtschenko

Frequent questions

Common questions about it.

The questions that almost always come up about this use case.

What if the ERP holds a wrong date?

Then the AI answers with the wrong date, just as your team would today. That is why it always names the source, and it phrases dates without supplier confirmation as expected.

Does this work on the phone too?

Yes, with a phone assistant on your phone system. It answers status questions and puts the caller through to the back office as soon as it is about more, or the caller asks for it.

How does the AI know it really is the customer asking?

From the sender address, phone number or customer portal login, checked against your master data. If that is not clear, it asks for customer and order number before giving information.

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The next step

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