Inside sales as a human ERP terminal
Qualified people translate between customer and SAP while real sales work is left undone.
Digitalisation for manufacturing companies
Your production runs automated.Your inside sales too.
“Where is my delivery?” – this one sentence costs your inside sales team hours every day. We digitalise the customer side of manufacturers: AI telephony straight from the ERP, complaints with batch traceability, faster quotes and delivery information before the customer asks.
No ERP switch REST · EDI · RFC First results in 6–8 weeks
Delivery enquiry · A customer · GermanLive
Purchasing, Schulz GmbH & Co. KG
… when is the next batch coming, and can we increase the quantity to 8,000 units? …
AI actions during the call
- ERP query: batch 2024-7731-B, shipping Tue 15:00
- Delivery date given and confirmed by email
- Quantity change escalated to sales
- A customer: callback within 1 h promised
−70%status calls in inside sales
< 5 minfrom call to complaint ticket
−55%processing time for enquiries (RFQ)
95%delivery transparency – customers see the status in real time
Measured in manufacturing projects.
In short
InnovationLAB GmbH from Wörgl in Tyrol digitalises customer communication for manufacturers: an AI phone assistant for delivery status straight from SAP, ProAlpha, Infor or Microsoft Dynamics, complaint and quality management with batch traceability and 8D preparation, RFQ automation, proactive delivery notices plus e-invoicing and audit-proof documentation. Integration via REST, EDI or RFC – without an ERP switch.
The reality
Precisely manufactured.Chaotically communicated.
Manufacturers invest millions in automating production – and communicate with their customers by fax, Excel and phone chain. That's exactly the gap we close.
Complaints end up in an Excel sheet
Call, note, email, typed in somewhere – hours pass before batch tracing starts. The customer waits, the liability risk grows.
Enquiries (RFQs) answered too slowly
Fax, email and phone at once, manual typing, no prioritisation by order value. The competitor answers faster.
Customers hear about problems last
Production delay, raw material shortage – the customer hears when they call themselves. Every reactive message costs trust.
Solutions at a glance
From the enquiryto the complaint.
Every module can be used on its own and extended step by step – without touching your ERP.
AI phone assistant for inside sales01Enquiry & quote management (RFQ)02Proactive customer communication03Complaint & quality management04Delivery performance & customer KPIs05Documentation & e-invoicing06
01 / Delivery status, complaints & orders
AI phone assistant for inside sales
- Delivery status straight from the ERP – nobody in inside sales blocked
- Complaints with batch identification and automatic ticket
- Orders and changes by voice, straight into the ERP
- Prioritisation by customer class – A customers escalated immediately
Usable on its own – connected to your ERP – without touching it
02 / From the enquiry to the order confirmation
Enquiry & quote management (RFQ)
- Enquiry data extracted from emails, PDFs, EDI and fax scans
- Quote prepared: quantities, specifications, lead times pre-filled
- Prioritisation by order value and urgency
- Overview: open, quoted, won
Usable on its own – connected to your ERP – without touching it
03 / WhatsApp · SMS · email · customer portal
Proactive customer communication
- Delivery notice on loading with delivery date
- Disruptions communicated immediately – not only when the customer calls
- Certificates and test reports automatically with the shipment
- Order status via WhatsApp: type the order number, get the status
Usable on its own – connected to your ERP – without touching it
04 / Structured, traceable, audit-ready
Complaint & quality management
- Complaints captured by phone, WhatsApp, email or portal
- Batch traceability: from complaint to source batch in minutes
- 8D report prepared by AI
- Quality, production and sales informed automatically
Usable on its own – connected to your ERP – without touching it
05 / For sales, management and quality
Delivery performance & customer KPIs
- On-time delivery per customer, product and period – automatically from the ERP
- Complaint rate, processing time and root causes
- Enquiry-to-order rate by customer group
- Measurable: how many calls the AI took over
Usable on its own – connected to your ERP – without touching it
06 / Audit-proof and certification-ready
Documentation & e-invoicing
- Audit-proof archiving of all customer and quality documents
- E-invoices (ebInterface, ZUGFeRD, XRechnung) from the ERP
- Log of all customer interactions
- Documentation structure that supports ISO 9001 and IATF 16949
Usable on its own – connected to your ERP – without touching it
Products
AI telephony & omnichannel –straight from the ERP.
Both products run on their own or together – connected to SAP, ProAlpha, Infor or your ERP. No bundle requirement, no data migration.
Your AI inside sales. Straight from the ERP.
- Delivery status enquiries straight from SAP, ProAlpha or your ERP
- Complaints taken – batch identified, ticket created
- A customers with delivery problems escalated immediately
- 24/7 and multilingual – also in shift operations
Informed proactively. Before the customer calls.
- Delivery notice on loading – with delivery date and tracking
- Certificates, test reports and delivery notes automatically with shipment
- Delay? The customer is informed immediately
- WhatsApp, email and portal in one interface
Agent-ready · standard in every web project
Your next buyersends their assistant.
Purchasing departments increasingly have AI assistants research and pre-qualify suppliers. If the assistant can read your capabilities, the enquiry comes to you.
Simplified example · request to an AI assistant“Supplier in Austria for plastic injection moulding, glass-fibre PA6, 50,000 parts per year, IATF-certified. Who can quote?”
Without agent-ready
- Website found – materials and certificates only in a PDF
- Capacities and batch sizes not readable
- On to the next supplier
With agent-ready
- Materials, processes, certificates & batch sizes read
- PA6-GF · IATF 16949 · 10,000–500,000 parts/year
- Enquiry handed to your sales team in a structured way
- Capabilities, materials, certificates and capacities machine-readable
- Enquiries arrive structured – whether a person writes or their assistant
- Structured data for Google and AI search – without revealing confidential details
For every manufacturing sector
Whatever you make –we know your processes.
From steel construction to food production: batches, certificates and call-offs differ, the pattern doesn't.
Metal & steel
- Batch traceability in real time
- Test certificates sent automatically
- Documentation for IATF 16949
Plastics & packaging
- Call-offs automated
- Proactive shipping communication
- Complaint portal for customers
Timber & building materials
- Quantity and date enquiries via AI
- Digital delivery notes
- Communication with wholesale
Paper & print
- Order changes by voice or WhatsApp
- Print approvals as a workflow
- Production status live
Food & beverages
- Best-before and batch communication automatic
- Recall processes digital and audit-ready
- EDI to trading partners
Chemicals & pharma
- Safety data sheets sent automatically
- GMP-compliant communication logs
- Seamless batch traceability
Our approach
One partner.Integrated, not replaced.
Integrates with:
SAPProAlphaInfor LNMicrosoft Dynamics / NAVABASSageEDIREST / RFCyour ERP
One point of contact
Instead of ERP vendor, phone system, ticket system and communication platform from four sources: everything from one partner.
Integration instead of replacement
We build on SAP, ProAlpha, Infor or your ERP – no data migration, no production standstill.
Inside sales & sales on board
New processes rarely fail because of technology, but when the team isn't brought along. We support actively.
Measured monthly
Is the complaint rate falling? Are you answering enquiries faster? We measure and keep developing.
Seven steps – no hidden scope.
Mapped to our four phases. How we work
- 01Analysis & diagnosisCurrent-state analysis
Customer processes from enquiry to complaint: where does information get lost, where does communication cost the most time?
- 02Concept & architecturePrioritisation
AI telephony first or delivery communication? What relieves your inside sales fastest?
- 03Development & integrationERP integration
Connection to SAP, ProAlpha, Infor, Dynamics or your ERP – no system switch, no big bang.
- 04Development & integrationImplementation
First automations within weeks – inside sales notices before the project is finished.
- 05Handover & operationsTraining & support
Inside sales, sales and quality actively involved – no tool that ends up in a drawer after two weeks.
- 06Handover & operationsCompliance review
GDPR, retention, e-invoicing and your standards checked – you stay certification-ready.
- 07Handover & operationsOngoing optimisation
Monthly: how has delivery communication affected the complaint rate? Where is there still potential?
Compliance
Compliance is not an add-on.It is built in.
Data protection, industry regulation and accessibility are part of the build from day one – whichever modules you use.
ISO 9001
Audit-proof documentation of all customer interactions and complaints – auditable and structured.
IATF 16949
8D support, batch traceability and escalation – relevant for tier-1 and tier-2 suppliers.
GDPR & retention
Customer, supplier and employee data on EU servers; retention under the Austrian BAO and UGB, in Germany under GoBD.
E-invoicing
Public clients in Austria require e-invoices, and since 2025 businesses in Germany must be able to receive them – we generate them straight from the ERP.
FAQ
Common questions.Clear answers.
Do we have to switch our ERP?
No. We connect to SAP, ProAlpha, Infor, ABAS, Microsoft Dynamics or your own ERP – via REST, EDI, RFC or direct interface.
Which enquiries does the AI assistant answer?
Delivery status, delivery dates, order confirmations and the initial intake of complaints. Price negotiations and special cases go to your inside sales with a log – A customers immediately.
How quickly is a complaint captured?
In under five minutes from call to ticket – including the batch. Tracing starts immediately, quality and sales are informed automatically.
Does it help with audits?
Yes. All customer interactions and complaints are documented in an audit-proof way and structured to support ISO 9001 and IATF 16949 audits.
Does it work in shift operations and multilingually?
Yes. The assistant is reachable around the clock – also at weekends and on public holidays – and speaks your customers' languages.
What does it cost?
That depends on where you start – every module runs on its own. In the free initial consultation we work out your potential; afterwards you receive a concrete quote.
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