AI Agents for Order Management: 85% Workflow Automation

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Client Overview

The client is a leading European B2B bakery supplier delivering premium frozen baked goods to more than 40 countries. With rapidly growing global demand and increasing order complexity, the organization manages hundreds of daily inbound orders from distributors, retailers, and food service providers.

As order volumes scaled, the company needed to modernize its email-driven order management process to improve speed, accuracy, and operational efficiency without expanding headcount.

Problem Statement

Inbound customer orders were received via email, often containing PDFs and structured attachments. Order details had to be manually reviewed, extracted, validated, and re-entered into Microsoft Dynamics NAV.

This manual process created delays, increased the risk of human error, and limited throughput. Fragmented systems and inconsistent data formats further slowed order confirmation and logistics coordination.

Key Challenges

  • High manual workload

    Order details were manually extracted from emails and attachments and re-entered into ERP systems.

  • Slow processing cycles

    End-to-end order handling often took several hours.

  • Data inconsistencies

    Formatting mismatches across email, ERP, and logistics systems caused errors.

  • Limited automation visibility

    No centralized tracking, monitoring, or workflow orchestration.

Solution Implemented

Credencys designed and deployed a coordinated AI agent framework to automate the end-to-end order lifecycle.

Key solution components included:

  • Email classification agent: Monitored inbound inboxes and identified order-related communications using LLM-based intent detection.

  • Order extraction agent: Parsed structured and unstructured documents to extract header details, customer information, and product line items.

  • Customer validation agent: Applied customer-specific business rules and fuzzy matching logic to resolve correct ERP customer IDs.

  • ERP integration agent: Generated ERP-compatible CSV files and securely transferred them into Microsoft Dynamics NAV via SFTP.

  • Document archival agent: Stored order documents and metadata into the enterprise document management system for compliance and traceability.

  • Human-in-the-loop governance: Enabled exception handling workflows and approval mechanisms for complex orders.

Business Impact

The AI agent deployment delivered significant operational gains:

  • 85% of order workflows fully automated,

    reducing dependency on manual processing

  • Order handling time reduced from hours to under 15 minutes,

    accelerating customer response cycles

  • Over 90% reduction in data entry errors,

    improving ERP data integrity and logistics coordination

  • Faster order acknowledgements,

    enhancing distributor and partner satisfaction

Highlights

  • 85% automation of order workflows
  • Under 15-minute average processing time
  • 90% reduction in manual data errors

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