Keep dealers, distributors & buyers moving
Where-is-my-order calls, dealer escalations, quote requests — manufacturing CX runs on answers your ERP already has. We connect Webex Contact Center and AI to the systems that know, so your front line answers in seconds, not screens.
Your buyers don’t call to chat. They call because something’s stuck.
Manufacturing and distribution contact volume follows the order lifecycle — and most of it is a data lookup wearing a phone call as a disguise.
Order status volume
“Where is my order?” is the single biggest driver of inbound calls — and every one that reaches an agent is a lookup, not a conversation, your ERP could have answered.
Dealer & distributor complexity
Dealers, distributors, OEM accounts, and end buyers land in the same queue — with different pricing, priorities, and SLAs. Treating them identically slows everyone down.
ERP data locked away
Order, inventory, and shipment data lives in the ERP. Agents live in the phone system. The swivel-chair gap between the two is measured in minutes on every call.
Shifts & time zones
Plants run around the clock; the order desk usually doesn’t. Distributors two time zones away get voicemail exactly when they need a shipment answer most.
Put the ERP to work on the front line
Three moves, in order: surface the data at the desktop, route every channel with account awareness, then let automation answer before the queue does.
ERP & CRM at the agent desktop
Screen pop with order, shipment, and account data the moment a call arrives — Salesforce, MS Dynamics, ServiceNow, or your ERP, surfaced in a single view.
Omnichannel dealer support
Webex Contact Center routing that recognizes dealers and distributors, honors account priority, and meets them on voice, email, chat, and SMS alike.
Self-service order status & proactive alerts
A voice and chat bot that authenticates the caller, looks up the order, and reads back status — plus proactive shipment notifications sent before anyone thinks to call.
Proven blueprints for the order desk
Four workflows from our library of 17 that manufacturers deploy first — each one mapped, documented, and running in production elsewhere.
CRM Screen Pop
Caller identified, account matched, open orders on screen — before the agent says hello.
Outbound Dialing
Proactive shipment, backorder, and delivery-window notifications — the call that prevents the call.
Email Queuing
Quotes and POs routed like calls — queued, prioritized, and worked against SLAs instead of aging in a shared inbox.
Look-Ahead Routing
Checks queue conditions before connecting, so a priority dealer never lands behind a long general queue.
Engineered to pass your audits, not just your demos
Manufacturers run on documented process and predictable systems. Your contact center should hold up to the same scrutiny as your quality system.
- Data security across supply-chain systems — controlled, least-privilege connections between the contact center and your ERP, CRM, and dealer-facing systems
- Quality-system alignment — every routing decision and workflow documented in Lucidchart, so front-office processes are as auditable as the plant floor’s
- Uptime engineered for order-desk hours — changes staged and released outside order cutoff windows, with war-room support at every go-live
- TCPA-compliant outbound — consent management and calling-window controls built into every proactive notification campaign
One desktop. Every interaction. Full history.
Inside Sales Organization
An inside sales organization ran voice in one tool, email in another, and MS Dynamics in a third — so no one ever saw the whole customer. We deployed WFC OmniXpress omnichannel with MS Dynamics integration: every call, email, and chat now lands at the agent desktop with the full interaction history alongside the customer record.
- Voice, email, and chat handled in one omnichannel workspace
- Full interaction history attached to the MS Dynamics record
- A measurably improved customer journey across every channel
cloud contact center for merging companies
MBE
As MBE brought merging companies together, we consolidated their operations onto a single cloud contact center — one routing model, one administration console, and improved customer journeys and agent workflows from day one.
Give every dealer an answer before they have to call
Start with a no-obligation assessment. We’ll map your order-status volume, trace each answer back to your ERP, and show you the crawl-walk-run path to automate it.