Dealers and customers get their order status on WhatsApp, straight from SAP

Dealers message one WhatsApp number and get their order status from SAP within a minute. Requests to change or rush an order go to the order desk.

Used day to day by
  • Order desk
  • Salespeople
  • Dealers

How it runs with AI

Dealers message one WhatsApp number. The automated assistant confirms the number belongs to a dealer, reads the order, delivery and invoice from SAP and replies within a minute with what has shipped, the truck details and the date for anything pending. Requests to change or rush an order go to the order desk with a summary.

How it is done today

Dealers phone or WhatsApp the order desk, their sales officer and the plant to ask where an order is. Each person looks it up in SAP, calls dispatch for the truck number and replies, often hours later. The same order gets checked two or three times a day.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Replies to the dealer and checks the number is registered in SAP

    Needs to know: Registered dealer numbers

    In WhatsApp Business , SAP S/4HANA

    Exception to step 1

    Passes messages from unregistered numbers to the order desk to check

  2. Step 2, AI

    Finds the order, the delivery and the invoice in SAP

    Needs to know: Dispatch schedule by plant

    In SAP S/4HANA

  3. Step 3, AI

    Replies with what has shipped, the truck and the date for the rest

    Needs to know: Approved WhatsApp templates, What it may share

    In WhatsApp Business

  4. Step 4, AI

    Passes change and rush requests to the order desk, with a summary

    Needs to know: Changes left to people

    In WhatsApp Business

  5. Step 5, Person

    Decides on the rush request and replies in the same chat

    In WhatsApp Business , SAP S/4HANA

What stays with a person

  • Decides on the rush request and replies in the same chat

Apps in this example

  • WhatsApp Business
  • SAP S/4HANA

The same flow works with the apps you use.

This fits you if

  • Dealers or customers ask about order status more than 500 times a month
  • Dealers already message your sales officers and order desk on WhatsApp
  • Orders, deliveries and invoices are recorded in SAP S/4HANA
  • Dealers often call two or three people to get one answer about an order

What to watch for

  • Each dealer's WhatsApp numbers are registered in SAP, and the assistant shares an order only with a number registered to that dealer
  • WhatsApp requires each dealer to opt in, and any message sent after 24 hours of silence uses a template WhatsApp has approved
  • The answer is as current as SAP, so plants and depots post deliveries and truck details on the day they happen
  • Changes to quantity, price, credit or delivery dates stay with the order desk. The assistant passes them on with a summary

Read more

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