Accelerating Sales Order Processing with AI-Powered Automation 

Critical Issue

The client’s Service Center division relied on manual data entry to process thousands of emailed purchase orders. This approach consumed significant labor hours, introduced frequent errors, and delayed quote turnaround—impacting both operational efficiency and customer satisfaction. The organization partnered with Concurrency to design and deploy an AI-powered solution that would automate order capture, validate data against ERP systems, and unify workflows across sites. 

Customer Profile

A North American industrial manufacturer seeking to modernize its order management processes and improve operational performance through intelligent automation. 

Key Problem

The existing order-entry workflow was manual, inconsistent across divisions, and unable to scale with growing demand. Sales and customer service teams spent excessive time retyping data from emails and PDFs into Dynamics 365, resulting in delays, errors, and lost revenue opportunities. The organization needed a secure, cloud-native solution that could automate order processing while integrating seamlessly with existing systems. 

BUSINESS CHALLENGES

Before engaging with Concurrency, the organization faced several challenges:

• Manual Order Entry: Sales orders were manually retyped from emailed PDFs and Excel files, consuming over 36,000 labor hours annually. 
• High Error Rate: A 5% re-touch rate led to credits, rework, and customer dissatisfaction. 
• Delayed Quote Turnaround: Manual backlog slowed response times, impacting competitiveness. 
• Fragmented Workflows: Each division maintained its own pricing logic and unit conventions, limiting visibility and scalability. 
• Limited Automation Readiness: Existing systems lacked integration and governance needed for AI deployment. 

Outcomes

Operational Efficiency 

The solution automated 85% of order processing, saving over 30,000 labor hours annually and reducing manual workload across the Service Center division. 

Improved Accuracy and Responsiveness 

Error rates dropped from 5% to 1%, and quote-to-order cycle times accelerated—resulting in improved customer satisfaction and increased win rates. 

Scalable Automation Framework 

The platform established a standardized, secure foundation for order automation across all sites, enabling future expansion to additional business units and ERPs. 

our solution

The organization partnered with Concurrency to implement a comprehensive AI-powered order automation platform, delivered in four strategic phases: 

Phase 1: Discovery & Validation 

• Mapped SKUs, pricing matrices, aliases, and units across all Service Center sites. 
• Validated integration paths from email ingestion to Dynamics 365 via Boomi. 
• Produced a pragmatic implementation roadmap and KPI baseline. 

Phase 2: Pilot Implementation 

• Deployed the solution at a pilot site with a small user cohort. 
• Tuned AI models and exception-handling logic. 
• Delivered a Power Apps interface for human-in-the-loop review and a KPI dashboard for performance tracking. 

Phase 3: Production Rollout 

• Rolled out the solution across all Service Center locations. 
• Hardened infrastructure using Terraform and Azure DevOps. 
• Provided training, job aids, and 30-day hyper-care support. 

Phase 4: Scale 

• Enabled configuration-based expansion to additional divisions. 
• Established a reusable framework for future automation initiatives. 

Implementation Highlights 

• Selected Microsoft Azure and Power Platform for their scalability, integration, and security. 
• Leveraged Azure Document Intelligence and OpenAI for intelligent document parsing and classification. 
• Ingested and validated data using Graph API, Boomi, and Dynamics 365 connectors. 
• Built exception-handling workflows in Power Apps, embedded in Microsoft Teams. 
• Deployed infrastructure using Terraform and maintained code in Azure DevOps. 
• Implemented robust security, privacy, and governance controls from the outset. 

Lessons Learned & Next Steps

• Early alignment on business goals and architecture accelerated deployment and adoption. 
• Collaborative workshops and iterative feedback ensured stakeholder buy-in and solution accuracy. 
• Comprehensive training empowered business users to manage exceptions and maintain workflows. 
• Ongoing support and knowledge transfer from Concurrency ensured a smooth transition and rapid issue resolution. 
• The organization continues to expand the automation framework to other business units and explore advanced AI capabilities such as upsell recommendations and predictive analytics. 

Conclusion

By partnering with Concurrency, the organization transformed its manual order-entry process into a secure, scalable, and intelligent automation platform. Through thoughtful design, phased execution, and robust training, the company now benefits from faster order processing, reduced errors, and a foundation for future AI innovation. This transformation has empowered business users, improved customer responsiveness, and established a strong operational framework for continued growth. 

Frequently Asked Questions 

What business problems did this automation solution solve? 

The solution eliminated manual order entry, reduced data-entry errors, accelerated quote turnaround, and unified workflows across divisions—resulting in improved operational efficiency and customer satisfaction. 

How does AI automate the sales order process? 

AI tools like Azure Document Intelligence and OpenAI extract and validate data from emailed purchase orders, then automatically create sales orders in Dynamics 365 using secure APIs. 

What technologies were used in the solution? 

The solution leveraged Microsoft Azure, Dynamics 365, Power Platform (Power Automate, Power Apps, Power BI), Azure OpenAI, Boomi, and Terraform for infrastructure deployment. 

What were the measurable outcomes? 

The organization achieved 85% automation, saved over 30,000 labor hours annually, reduced error rates from 5% to 1%, and improved quote-to-order cycle times—resulting in significant cost savings and increased win rates. 

Is this solution scalable to other business units? 

Yes. The architecture was designed to be modular and reusable, allowing for easy expansion to additional divisions and ERP systems. 

How long did the implementation take? 

The project was delivered in four phases: Discovery, Pilot, Production Rollout, and Scale. Each phase was structured to validate ROI and reduce risk before full deployment.