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

"

Holiday season was about to break us. We needed 22 agents in six weeks and our internal hiring pipeline could not move that fast. They staffed it, trained on our tone guide, and ran nesting alongside our senior reps. CSAT actually went up by three points during peak. First Q4 in four years my support lead took her vacation.

Tom H.

"

We had been prototyping an AI quoting agent for nine months and could not get it past demo quality. They came in, scoped a real eval set, swapped our retrieval layer, and added guardrails for the edge cases that kept burning us. Went live in seven weeks. It now handles 41 percent of inbound quote requests without a human touching them.

Kyle A.

Proof