The operating situation
A B2B equipment business fields a constant stream of product, specification, pricing and availability questions from dealers, distributors and business buyers. The questions are highly repetitive and highly specific, and they bottleneck on a small number of people who know the catalogue.
Inside the workflow
- 01
Product and specification answers grounded strictly in the approved catalogue
- 02
Clear separation between list price and selling price so quoting stayed correct
- 03
Enquiry qualification and routing to the right commercial team
- 04
Store and availability handling connected to real systems
- 05
Escalation to a specialist on anything outside the catalogue
An inbound B2B desk answering product, specification and availability questions from approved content, qualifying commercial enquiries and routing them to the right team.
What changed
Repetitive catalogue questions stopped consuming specialist time, and commercial enquiries reached the right person with the context already captured.
The operating boundary
The hard part was not the conversation, it was the pricing model. An early build answered with the wrong price field. Grounding a commercial assistant in the correct source of truth is the difference between a useful system and an expensive liability.
Read the evidence and publication record
- Client disclosure
- Identity withheld under confidentiality.
- Result evidence
- The published outcome is qualitative; no public metric is attached.
- Client reference
- Shared only with the customer’s permission.
We publish a client name only where the client has approved that disclosure. We publish a number only where it is measured and cleared for public use. A missing number means either we are not authorised to publish it or we do not have a measurement we would defend. References and deeper evidence are shared only with the customer's permission.