From customer email to prepared quote and order.
Relay brings together customer dialogue and data from your ERP and CRM, so you avoid much of the manual groundwork. Get draft replies, quotes and order details ready for review. You keep the approval.
✓ You can keep using Outlook and your existing systems.
A simple customer email can put the whole company to work.
The customer writes a few lines. Before anyone can reply, the information has to be found in several systems and often from several colleagues.
Illustration of a typical process. The questions are examples of what needs to be clarified along the way.
Illustration of a typical process. The questions are examples of what needs to be clarified along the way.
Give the customer inquiry the context it needs.
Relay works between your customer emails and the connected ERP and CRM systems, and prepares the work up to approval.
The customer writes.
An existing customer needs 200 cutting discs for delivery on 27 September and asks for a confirmation.
Relay finds relevant customer history and data from the connected systems.
The email is linked to the customer. Previous agreements, activities and orders are gathered, e.g. an agreed freight price and the latest reorder.
Relay prepares a reply and the relevant quote or order details.
The case is set up with a plan and a draft reply confirming quantity, delivery and price.
The person responsible reviews, edits and approves before the next action.
The reply is only sent once the employee has approved it. The same applies to actions in the ERP, if they're part of your setup.
✓ Ready for approvalWhat Relay can do for you
What Relay does for you depends on the systems and rules you set up. Here are the four most important capabilities.
Get the customer's full picture.
Relay links the email to the customer and gathers correspondence, previous agreements and orders around the inquiry. The employee gets a single starting point and doesn't have to search through the inbox and systems first.
- Emails linked to the customer and the history
- Promises and agreements from previous dialogue
- Orders and customer data from connected systems
Let the groundwork come to you.
Relay reads the inquiry and any attachments and writes a draft reply based on the customer dialogue and your way of communicating. Quotes, order details and order lists are prepared from the information the setup gives access to.
- Draft replies in your own tone
- Quotes, order details and order lists ready for review
- Deviations are flagged, e.g. items that are out of stock
See the basis. Keep the approval.
For each suggestion, the employee can see which systems Relay looked up and what in the email the suggestion is based on. The suggestion can be edited, accepted or rejected. Sending and actions in the ERP require approval according to your rules.
- Sources and records from the systems used
- Quotes from the customer's email as evidence
- Accept, edit or reject
Make it easier to take over.
Customer history, agreements and responsibility are in one place. Everyone can see who owns the customer and what has been promised. When a colleague is away, or a case changes hands, the next person can continue without starting over.
- Responsible employee on customers and cases
- Reminders and follow-up
- Shared history for the whole team
Customer dialogue and business data. Gathered around the task.
This is what a customer looks like in Relay: dialogue, data, suggestions and responsibility on one page.
1234All correspondence with the customer in one place.
Promises, agreements and activities from the dialogue and the connected systems.
Relay's suggestions wait until an employee accepts or rejects them.
The employee who owns the customer and follows up.
Your workflows are the starting point.
Together with you, BCT clarifies which workflows, data sources, responsibilities and approvals Relay should follow, and adapts Relay accordingly.
You can start with one well-defined workflow and expand once it works.
