Every channel, one path
Phone, email, chat and messaging all land in the same capture flow with the same validation.
Order Taking
RunThe order that took thirty seconds too long was placed somewhere else.
Order capture across phone, chat and email — validated against live stock and written into your system, not into a spreadsheet.
Typical stack
- Shopify
- NetSuite
- SAP
- Twilio
- Claude
- PostgreSQL
Written for: A business taking orders through channels that do not write to the system of record.
Who it is for
Is this built for a business like mine?Built for businesses where orders arrive by conversation.
If everything goes through a checkout, you do not need this. These are the businesses where a meaningful share does not.
What we see
Purchase orders arrive as emailed PDFs and phoned-in part numbers, and every one is typed into the ERP.
What we build
Capture and validation against your live catalogue, with anything uncertain held for a human rather than guessed.
The detail that matters
A transposed part number ships the wrong item to a production line. Validation is against real stock.
What we see
Phone orders and group bookings come in during service, when nobody can take them properly.
What we build
Order and reservation capture against live availability, written into your POS or booking system.
The detail that matters
Availability is live. Nothing is taken that cannot be delivered.
What we see
Phone and social orders happen and land in a spreadsheet nobody reconciles.
What we build
Capture across every channel written into the same commerce platform as the rest.
The detail that matters
One system of record. The spreadsheet stops existing.
What we see
Parts availability questions interrupt counter staff continuously and half do not become orders.
What we build
Availability answered and the order taken in the same call, with fitment checked.
The detail that matters
Fitment is validated at capture, not discovered at return.
And who it is not for
If your orders are configured, negotiated or quoted individually, that is a sales conversation rather than order taking. Our B2B sales desk is the right fit.
The problem
Do they understand what is actually going wrong?Orders arrive in four places and reconcile in none.
The checkout is clean. Everything else — the phone order, the emailed PDF, the message on social — is captured by a person into a note, and re-entered later by another person. The error rate is small and the cost of each error is not: a wrong part number, a missed line item, a delivery date nobody confirmed.
Phone and email orders are re-keyed into the ERP by hand.
Stock is confirmed by memory, so orders are taken for things that are not there.
Peak periods overwhelm capture and orders are lost rather than delayed.
The same order exists in an inbox, a spreadsheet and the ERP, in three states.
What we build
What exactly would I be buying?Capture once, validate, commit.
Every order goes through one path regardless of the channel it arrived on: captured with the details required, validated against live stock and pricing, and written into the system of record with an exception path for anything that does not fit.
Validated before committed
Stock, pricing, account terms and fitment checked at capture rather than discovered at fulfilment.
Straight into your system
Written into your commerce platform or ERP directly. No intermediate spreadsheet, no second entry.
Exceptions surfaced, not guessed
Anything ambiguous stops and reaches a person, because a confidently wrong order is expensive.
How it works
How does this actually function?Where an order can go wrong, and where it gets stopped.
The exception path is the design. An order-taking system judged on speed alone will commit the ones it should have questioned.
Capture
Validate
Exception → humanPrice
Commit
Confirm
Validation runs against live stock and the real catalogue, not a nightly export.
Account-specific pricing and terms are applied at capture, so the confirmation is correct the first time.
Exceptions are worked by a person and fed back — a recurring exception is a rule that needs writing.
What changes
What is different afterwards?What is different afterwards.
Orders stop being re-keyed
Captured once at the point of conversation and written straight through, which removes both the delay and the transcription error.
Orders entered once, at capture.
Errors are caught before fulfilment
Validation at capture means the wrong part is stopped at the order rather than at the return.
Exception rate, and errors reaching fulfilment.
Peaks are absorbed
Capacity flexes with volume, so a seasonal spike does not become lost orders.
Capture rate held through peak periods.
How we deliver
How does this start, and what do I get at each step?Six stages, and every one has an exit.
You can stop after any stage with something useful in hand. That is the point of naming the artefacts rather than the activities.
- 01
Order flow audit
Every channel an order can arrive on, and what currently happens to it.
- Channel inventory with volumes
- Current error and exception rates
- System of record confirmed
- 02
Validation rules
What is checked, what is refused, and what stops for a human.
- Validation rule set
- Exception criteria
- Pricing and terms logic
- 03
Integration
Live catalogue, stock, pricing and order creation in your system.
- System integration live
- Stock and pricing lookups
- Order write-back tested
- 04
Agent training
Your products, your terminology, your accounts. Part numbers are unforgiving.
- Trained agent team
- Product knowledge base
- Accuracy rubric
- 05
Pilot
One channel, reconciled daily against your system.
- Daily reconciliation
- Accuracy measured
- Rules corrected
- 06
Run
All channels with daily reconciliation and weekly accuracy reporting.
- Daily reconciliation report
- Weekly accuracy metrics
- Exception trend review
Who runs the desk
How does this start, and what do I get at each step?Every desk ships with a lead and a QA function.
A pool of agents with no accountable owner is how outsourced quality degrades — slowly, invisibly, and then all at once. Four roles exist on every account, and the smallest engagement gets all four.
- 01
Agents
Trained on your product, your tone and your escalation boundaries, and assessed before they touch live work. Named and consistent on dedicated plans.
- 02
Team Lead
Accountable for the queue rather than working in it — coverage, SLA, escalations and the shift handover. One person you can name when something goes wrong.
- 03
QA
Samples completed work against a written rubric, independently of the lead. Disagreements between agents are treated as a defect in the knowledge base, not in the agent.
- 04
Account lead
Runs the weekly report and the standing review where the knowledge base actually changes. The person who tells you the number went the wrong way.
QA sampling rate and the review cadence are agreed during onboarding and reported weekly against target — including the weeks it was missed.
Questions
But what about the thing that worries me?The questions people actually ask.
Can you work directly in our ERP?
Yes. We work in your system rather than ours, because an order that lives anywhere else has to be entered twice — which is the problem we were hired to remove.
How do you handle account-specific pricing?
Applied at capture from your live pricing rules, including contract pricing and volume breaks. The confirmation the customer receives is the real price.
What happens with an unusual or custom order?
It stops and reaches a person — yours or ours, depending on the rule. Guessing on a custom order is how the wrong thing gets manufactured.
How is accuracy measured?
Daily reconciliation between what was captured and what your system holds, with an error rate reported weekly and every error investigated for cause rather than logged.
Can you take orders out of hours?
Yes — coverage is set to your requirement. Out-of-hours capture is often the strongest case, since those orders currently do not exist at all.
The other half
The system that validates before we commit.
The extraction and validation layer under this desk is engineering we build as a product. Running the desk is what tells us where it actually breaks — which orders it should refuse and which exceptions recur — and that feedback is not available to a vendor who only ships software.
AI DevelopmentStart
What is the next step?Tell us the volume, we will tell you the shape.
Send us a week of real numbers — calls, chats, tickets, documents — and we will come back with a coverage model and what it would cost.
Related desks
- TransactionData Entry & ProcessingDocument processing and data operations where extraction handles the volume and trained reviewers handle everything below the confidence threshold.
- ConversationVoice CallsA staffed phone line with an AI layer on routine calls — inbound, outbound and overflow, to a service level you set.
- TransactionB2B SalesOutbound prospecting, lead qualification and follow-up run as a disciplined process — the work that gets skipped when your closers are busy closing.