The short answer: At most B2B manufacturers, the single largest driver of customer service workload is routine order-status and invoice lookups — customers calling or emailing to ask "where's my[…]
Order Entry Bottlenecks
Still Taking Orders By Phone or Email?
See how manual order entry slows your team down, and what manufacturers are doing to fix it.
● Order Entry Bottlenecks
How to Reduce Customer Service Workload at a Manufacturer (Without Adding Headcount)
The short answer: At most B2B manufacturers, the single largest driver of customer service workload is routine order-status and invoice lookups — customers calling or emailing to ask "where's my order?" and "can you resend that invoice?" Moving those routine lookups to a self-service portal removes the bulk of inbound contacts without adding staff. In a sample of 13 manufacturers, each eliminated roughly 12,000 order-status calls a year — about $140,000 in recovered customer-service cost per company.
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