Steelyard
Industrial distribution
Backorder emails that used to be written by hand
Six hundred backorder notifications a week, each one a copy paste with a delivery date in it.
600
notifications a week, now automatic
-38%
calls asking where an order is
Runs on
Zendesk, SAP, Slack
Before
When a line went on backorder, someone looked up the date in SAP and wrote an email. Six hundred a week, and the date was often already out of date by the time it was sent.
What Mesa does
Mesa watches for the backorder flag, reads the promised date and writes to the customer with it. If the date moves again it writes again. If the delay is over three weeks it stops and asks a person to call instead.
After
Calls asking where an order is fell by 38 percent, and the service team stopped starting the day with a list of emails to write.
The phone stopped ringing about order status. That was the whole point.
Lise Andersen, customer service manager, Steelyard