Profile and context
Typical decision-maker: CEO, e-commerce director, head of CX/operations
Customer asks status on WhatsApp and we open ERP.
Recurring pains
- Site sells what stock no longer has
- Returns and exchanges on WhatsApp without protocol
- Large catalog with poor descriptions; support repeats same product question
How we structure the solution
Single stock and support with protocol
- The problem
- Disconnected channels; item available on site already committed; customer repeats story every contact.
- What we do
- Anti-oversell sync between ERP, WMS, and channels; WhatsApp ↔ ERP for status; structured support flow with protocol and integrated returns.
- What changes
- Stockout becomes explicit purchasing decision; service measurable by queue, SLA, and reason.
Catalog and intelligent support at scale
- The problem
- Thousands of SKUs with weak SEO; analyst escalates every product variation.
- What we do
- Per-SKU descriptions from PIM with channel variation; support triage with suggestions from catalog and return policy.
- What changes
- Consistent catalog across channels; copilot reduces unnecessary support escalation.
