Superintelligent agents that make sure no SKU goes askew.
‍That’s the real deal.

Sarah Hi, it's Sarah from your cold pack food supplier. You normally order every week, and it's been nearly three weeks since you placed an order. Will you please tell me if you still have inventory left from your last order, or if you are placing your orders elsewhere?

Customer Holy crow, has it really been three weeks?

Sarah Yes, it has been nearly three weeks since your last order. How is your inventory looking at the moment?

Customer The standard line is actually looking really low, so I need to place an order and get that delivered as soon as possible.

Sarah Let's rebuild your usual order: ten cases of the standard line and five cases of the premium line. Would you like to place that order again?

Customer No, I actually have more inventory than I'd like in the premium line. Can we reduce that by three cases?

Sarah Absolutely. I'll set the order at ten cases of the standard line and two cases of the premium line. The earliest realistic delivery is this coming Tuesday morning. Is that okay?

Customer That's great, thank you.

Sarah Your order is placed for ten cases of the standard line and two cases of the premium line, for delivery Tuesday morning. The confirmation is on its way. Is there anything else I can help with?

Customer Yeah, how are you sending me that confirmation?

Sarah The confirmation will be sent to the email address on your account. Is there anything else I can help with?

Customer No, this has been great. I really appreciate you proactively checking in with me.

Sarah Thank you for your time. Have a great day. Goodbye.

Sarah Hi, it's Sarah from your cold pack food supplier. You normally order every week, and it's been over 30 days since you placed an order. Will you please tell me if you still have inventory left from your last order, or if you are placing your orders elsewhere?

Customer Hi Sarah, how are you?

Sarah I'm well, thank you. I'm checking in because we have not seen an order from you in over 30 days. Are you still carrying inventory, or have you been ordering elsewhere?

Customer I've been ordering elsewhere.

Sarah I understand. Was there an issue with our last delivery, pricing, service or stock that led you to order elsewhere?

Customer Yeah, I wasn't too happy with the last delivery. A bunch of the eggs you delivered were cracked in the cartons when they arrived, and no one ever followed up with me afterwards.

Sarah I'm sorry the eggs arrived damaged and that nobody followed up. I'm raising a credit for the damaged cartons now, with no return needed, and it will appear on the invoice with your email confirmation. Would you be willing to place an order today?

Customer I'm not too sure I'll be placing another order. Eggs are already expensive, and I wasn't able to use the ones you delivered.

Sarah I understand, and I'm sorry the damaged delivery left you unable to use them. An account representative can call you tomorrow morning to discuss the pricing and service concerns. Would 9 or 10 in the morning work better?

Customer Well, if you could give me a discount on the next order, I'd consider working with you again. But yes, 10am works.

Sarah I can't change pricing or apply a discount, but an account representative will call you tomorrow at 10 in the morning to discuss it. Is there anything else I can help with?

Customer No, that's it.

Sarah Thank you for your time. Have a great day. Goodbye.

Anna Hello, it's Anna from your supplier. I'm calling because I spotted an ordering opportunity for you. I noticed you normally order our signature beverage line. Many of our other customers bundle that line with our contemporary paper products to save on shipping. Is that something you might be interested in?

Customer Hi Anna. I don't know, how much would I need?

Anna For your order of five cases of the signature line, two cases of the contemporary line would suffice. Two cases cost $200, and bundling them with this order takes 10% off the contemporary line.

Customer I like the 10% reduction, but I think two cases might be a little more than I need.

Anna We can test one case this month to see how it moves. This month's order would be one case larger, which fits alongside your usual five cases of the signature line.

Customer Would I still get the discount with just one case?

Anna Yes. The 10% bundle discount applies to the contemporary line with this order. Would you like to add one case this month?

Customer Yeah, I think I'll try it.

Anna Great. I'll add one case of the contemporary line starting with this month's order. Your delivery day stays the same, and the terms will go to your email. Is there anything else I can help with?

Customer No, that's all. Thanks a lot.

Anna Thank you for your time. Have a great day. Goodbye.

Sam Hello, this is Sam, your personal account assistant. Which customer are you preparing to speak with?

Rep Hi Sam, I'm getting ready to visit Delta Foods and wanted to check their latest status.

Sam How long have you got before you go in?

Rep About 15 minutes.

Sam Delta Foods has been a customer for four years, worth about $11,000 a month. They normally order every two weeks, though the recent pattern is smaller, more frequent orders. Two things you should know before you go in. First, own the short-delivery complaint before they raise it. Daniel Campbell emailed it nine days ago. It was caused by an operations processing error. It's resolved, but nobody followed up with him, so apologize directly for the missed follow-up. Second, chilled range volume is down 18% over two months while everything else is flat. That usually points to a freezer issue, lower customer demand or a meaningful menu change. Ask directly rather than guessing. Today, ask them to commit to their normal increased spring volume. In return, you can guarantee their cold storage slot and offer a fixed price for three months. That's worth about $2,200 a month to them. If price comes up, lead with the storage slot. You have 4% room, but use it only after the non-price value.

Rep Do I have any flexibility on the slot pricing?

Sam The cold storage slot is the stronger lever, so use it before any price concession. You have up to 4% pricing room overall. If they want more than that, speak with your manager. Is there anything else I can help with?

Rep Have they missed any other orders?

Sam I don't have any other missed orders in the file. The only recorded issue is the short delivery from nine days ago, and it was resolved. Is there anything else I can help with?

Rep Yes, I'm also headed to Gamma Foods this afternoon. Can we talk about them too?

Sam Gamma Foods has been a customer for seven years, worth about $25,000 a month. They order weekly like clockwork, though order sizes have recently become more variable. Two things you should know before you go in. First, they recently received a 3% manufacturer pass-through increase on 75% of the lines they buy. Their payment terms are 30 days, with an invoice due in 10 days. Their last three invoices were $7,400, $8,900 and $9,100. Second, chilled range volume is down 10% over two months while other lines are up 3%, leaving total business down about 4%. They have a new chilled purchasing manager, Steve Grogan, who came from our main competitor and is very price-focused. Ask directly whether the chilled decline is about price, demand or a change in their requirements. Ask for their normal increased spring volume in exchange for a guaranteed cold storage slot and a fixed price for three months. That's worth about $5,200 a month to Gamma Foods. Lead with the slot, not a discount. You have 4% price room. For anything beyond that, speak with your manager. Is there anything else I can help with?

Rep Do we think the price increase is why they're ordering less in the chilled range?

Sam It could be a factor, especially with Steve Grogan's price focus, but the file doesn't confirm the cause. Chilled is down 10% over two months while other lines are up 3%, so ask him directly whether the pass-through increase is driving it or whether demand or requirements have changed. Is there anything else I can help with?

Rep Could you send me a summary of Gamma's order history by product line for the last six months?

Sam I can email you the last six months of Gamma's order history, split between the chilled range and other product lines, right away. Is there anything else I can help with?

Rep No, that's all Sam. Thank you.

Sam Good luck in your meetings today. If you need anything afterwards, just call me back and I'll be happy to help.

Rep Thank you, Sam.