Distribution · USA
Self-service partner ordering portal
A US distributor took every partner order by phone and email, with constant errors. The brief: a self-service portal where partners place and track orders themselves, wired into the back office.
Self-service orders
84%
no staff touch
Order errors
−67%
fewer corrections
Support load
−52%
order-related calls
Time to order
−80%
minutes not hours
Self-service order share
placed by partners without staff
Support tickets removed
by type, after launch
◆ Findings
- Every order was re-typed by hand, so mistakes and disputes were routine.
- Partners called just to check stock and order status, all day long.
- Pricing and invoices lived in the ERP, invisible to partners.
✓ What we did
- Built a portal where partners order and reorder themselves, 24/7.
- Synced live stock, pricing and status straight from the ERP.
- Automated order confirmation and invoices, removing the manual step.
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