Order Taking & Processing

Overview

What we deliver

We handle inbound order taking and end-to-end processing so your customers can buy quickly and your operations team stays focused on fulfillment.

We run order taking and processing as a managed service for B2B and B2C brands that sell across phone, web, chat, and email. Our agents capture customer details, validate items and quantities, apply promotions, confirm shipping windows, and push clean records into your order management or ERP system. We catch missing data at the point of entry, flag risk signals before charges are submitted, and follow up on incomplete carts so revenue does not slip. Quality monitoring, secure handling of payment details, and tight integration with your fulfillment and inventory tools keep error rates low and customer wait times short. Whether you need 24×7 coverage, seasonal scale, or a dedicated bilingual pod, we plug into your stack and report on volume, accuracy, and conversion every week so the program stays accountable.

Fit Check

Built for teams like yours

Who it's for

E-commerce retailers
Catalog and direct sellers
B2B distributors
Subscription brands
Manufacturers with dealer networks

Pain points we solve

High abandoned cart rates
Order entry errors and rework
Long phone wait times during peaks
Missing data slowing fulfillment
After-hours sales going unanswered

What's included

Capabilities

Everything we cover in this engagement.

Inbound voice order capture
Web chat and email order handling
Order entry into ERP or OMS
Upsell and cross-sell prompts
Payment authorization workflows
Abandoned cart recovery outreach
Order status and tracking updates
Quality monitoring and call scoring

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Discovery

We map your catalog, channels, and order flow.

02

Setup

We build scripts, integrations, and access to your systems.

03

Training

Agents are trained on products, policies, and quality bar.

04

Launch

We go live with a pilot wave and tight supervision.

05

Optimize

We review metrics weekly and refine scripts and routing.

What you get

Deliverables & outcomes

What you get

Trained order desk team
Custom scripts and call flows
Daily order reconciliation reports
QA scorecards and call recordings
Weekly performance dashboard
Monthly business review deck

Outcomes you can expect

Faster order capture times
Lower order entry error rates
Higher recovered cart revenue
Improved customer satisfaction
Predictable after-hours coverage

Timeline

3 to 5 weeks to go live

Engagement

Monthly retainer, Project, Sprint

Tools we use

Salesforce, NetSuite, Shopify, Zendesk, Five9

KPIs we track

Order accuracy, average handle time, conversion rate, first call resolution, CSAT

Client stories

What clients say

"

My books were 90 days behind and I was avoiding my accountant. They cleaned up nine months of mis-categorized Shopify and Stripe entries, set up proper rules in QuickBooks, and now my close lands on day four of every month. First time in three years I opened a P&L without wincing. Cash forecasting actually makes sense now.

D.R.

"

We had 14 cornerstone pages stuck on page two for 18 months. Their SEO crew rewrote the internal linking, cleaned up our schema, and shipped 22 supporting briefs over a quarter. Eight of those pages broke top three by month five. Organic pipeline went from a trickle to our second-largest source. Felt like watching interest compound.

James T.

Proof