10,000+ sales orders a month, over 70% processed straight-through.
Volume outran the Customer Service team.
A large medical device and consumables distributor was processing over 10,000 sales orders per month from private and public healthcare providers. Each order required validation of products, pricing, bill-to and ship-to addresses, tax codes, delivery charges, and multiple order-type-specific rules. Volume was growing faster than the Customer Service team could scale, creating SLA risk with healthcare clients and visible revenue leakage from processing errors.
Five components end-to-end.
Email-based and EDI orders automatically captured. Hybrid extraction approach: rule-based templates for high-volume repeat customers, AI models (Azure Document Intelligence + custom ML) for unstructured formats.
Product codes, pricing, tax, delivery charges, and customer-specific rules checked pre-ERP. Machine learning models continuously improve accuracy by learning from exception resolutions.
Direct API where SAP exposes it; UI-driven bots using computer vision where it doesn't. Every order posts.
Customer Service Reps review only flagged orders, resolve them in a purpose-built workbench, and close the loop back into the learning system.
Order volume, automation rate, exception frequency, and resolution-time metrics tracked live. Operational leaders have evidence, not opinions.