Zenith for manufacturing
Order status and reorders, without a callback.
Buyers call a manufacturer to ask when an order ships, to reorder a part they bought last quarter, or to ask for a quote or a sample. Inside sales spends the day looking things up in the ERP. Zenith looks them up while the buyer is on the line, and sends quotes and engineering questions to the people who own them.
The calls
What buyers call a plant about.
| Call | What Zenith does | Your team |
|---|---|---|
| When does my order ship | Reads the sales order and its ship date | Nothing, unless the date moved |
| Reorder last quarter's part | Finds the last order and passes the reorder on with the same lines | Inside sales confirms price and lead time |
| A request for a quote | Takes part numbers, quantities and dates | The rep prices it |
| A sample request | Takes the part, quantity and address | Sales approves and ships it |
| A technical question | Routes to applications or engineering | The engineer answers |
| A quality issue | Logs the order, lot and the problem and transfers | Quality decides the next step |
Account context
The account as the ERP sees it.
Before anyone speaks, the buyer's account is on screen: what is on order, what shipped, what is owed and who owns it.
- Open orders and ship dates
- Per line, from the ERP.
- Last invoice, balance and terms
- For accounting questions, after verification.
- Account rep
- So quotes and samples reach the right person.
- Open quote
- Pricing already in progress for this buyer.
Systems
On SAP Business One, NetSuite or HubSpot.
SAP Business One
Customers, open orders and ship dates, invoices and balances.
NetSuite
Customers, sales orders, item fulfillments, invoices and balances.
HubSpot
Contacts, companies and deals for the sales team, with calls and notes written back.
On its own, and where it stops
Zenith handles the routine. Your people handle the rest.
Zenith answers order-status and ship-date questions and takes reorders, quote requests and sample requests on its own. Prices, lead time commitments, quality issues and credits go to a person.
Zenith answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, and anyone on your team can take over a conversation at any time.
Your dataThe voice model carries the spoken conversation and nothing else. Your customer records stay in your own database, read only by your own agents.
Start here, keep the foundation
Start with one function. Add the rest without starting over.
Manufacturers usually start with order-status calls, because every answer is already in the ERP and they take the most inside-sales time. With customers and orders connected, the same records serve reorders, quote requests and bringing back accounts that have gone quiet.
FAQ
Questions, answered plainly.
Will Zenith quote prices or lead times?
It reads the ship date already on an order. A new price or a new lead time is a commitment, so quote requests go to your rep with every detail the buyer gave.
Can it handle reorders?
It finds the last order, confirms the lines with the buyer and passes the reorder to inside sales, who confirm price and date. Writing the order to the ERP directly can be turned on once you are ready.
How does it know which rep owns an account?
From the ERP or CRM, wherever you record it. Transfers and quote requests go to that rep, or to the inside sales team if the rep is out.
What about quality complaints?
Zenith logs the order, lot and problem and transfers the caller to quality. It never decides a return or a credit.
How does this relate to Ferrata's quoting agent?
Ferrata's Quill drafts quotes from inquiries. Zenith answers the call the inquiry often starts with. The two read the same customers and items, so a quote request taken on a call can go straight to quoting.
Is the ERP connection live today?
Connections are set up for each company when its Zenith instance is configured, and Ferrata confirms each one works on the company's own data before calls go live.
Related in Zenith
- SAP Business OneBusiness partners, open orders, deliveries and A/R balances from SAP Business One.View
- NetSuiteCustomers, open orders, ship dates, invoices and balances from NetSuite.View
- HubSpotContacts, companies and deals read; calls and notes written back to HubSpot.View
- Caller contextThe caller's orders, bookings, balance and last conversation on screen before hello.View
- Customer reactivationLapsed customers found in your POS or ERP, with offers drafted for a person to approve.View
From Ferrata Labs
- Ferrata in manufacturingProduction, quality and procurement, on SAP, NetSuite or Dynamics.
- Quill, the quoting agentReads every inquiry, prices it against your rules, drafts the quote.
- Swift, the order agentTurns customer purchase orders into clean sales orders.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Start with Zenith, or talk it through first.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.