Automating Customer Enquiries from Email to SAP
Manufacturing
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France · India
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Copilot Agent · Business Process Automation
A Copilot agent transformed a fragmented, email-driven enquiry process into a connected workflow spanning product identification, SAP stock verification, internal approval and customer response.
Challenge & Response
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The Challenge
Customer enquiries arrived through shared mailboxes and required considerable manual coordination before a reliable response could be provided.
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Enquiries contained product references, quantities and delivery expectations in different, unstructured formats.
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Teams had to interpret each request, identify the corresponding products and manually verify stock availability in SAP.
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The process relied heavily on individual knowledge and repeated handovers between teams in France and India.
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Limited process visibility made it difficult to track enquiry status, exceptions, approvals and pending actions.
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FORTEIA’s Response
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Designed a Copilot agent to interpret incoming enquiries and extract relevant product, quantity and delivery information.
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Connected the enquiry workflow with SAP data to support product matching and stock availability verification.
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Introduced structured routing for approvals, exceptions and requests requiring additional review.
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Supported consistent customer responses while preserving human oversight for commercial and operational decisions.
Solutions & Technologies
Microsoft Copilot Studio
SAP Integration
Email Automation
Product Matching
Stock Verification
Approval Workflows
Human Oversight
Outcomes
01
Faster and more consistent handling of customer enquiries.
02
Fewer manual handovers between email, operational teams and SAP.
03
Improved visibility and accountability across the complete enquiry-to-response process.