The first email in the order desk inbox on Monday is from a regional wholesaler. The order is a PDF that uses the wholesaler's own item numbers. One line asks for a pack size you stopped selling in spring. Two replies further down the thread, the buyer moves delivery from Wednesday to Thursday. Someone on your team will read all of it, look up each item, check the prices and type the order into SAP. Then they will open the next email and do it again.
Duvo takes that work off the desk. It reads the email, checks the order in SAP, enters the sales order and confirms it with the customer. Your team only sees the orders that need a decision. Your customers keep emailing the same address and never have to change how they order.
Why customer orders still arrive by email
EDI covers your biggest customers. Everyone else emails: smaller retailers, distributors, hospitality groups and export customers, sending a PDF, a spreadsheet or a few lines of text. You could ask them to move to a portal. Many won't, and you don't want to give a customer a reason to order from someone else.
So your order desk has become the integration between the inbox and SAP. That is skilled people spending their day retyping.
Reading the email is the easy part
Extraction tools can pull a PO number and line items out of a PDF. That was never what took your team's time. These questions do:
| Question the order desk answers | Where the answer lives |
|---|---|
| Which customer is this, and which delivery address? | Sold-to and ship-to records in SAP, the sender's address and the customer's own account codes |
| Which of our products is "ART 4471 CRT 12"? | Customer-material info records, previous orders and the colleague who knows this customer |
| Is the price on the order the price we agreed? | Pricing conditions in SAP and the customer agreement |
| Can we deliver on the requested day? | The ship-to's delivery calendar, lead times and available stock |
| Did anything later in the thread change the order? | Replies and forwards, sometimes in another language |
| Have we already entered this order? | Open sales orders for the customer and the customer's PO number |
A template that maps fields on a PDF can't answer any of them. Duvo can, because it reads the whole thread and looks up the answers in SAP the way your team does.
What Duvo does with each order email
- Reads the order mailbox. Duvo connects to Outlook or Gmail, including Microsoft 365 shared mailboxes.
- Reads the whole thread and its attachments. PDFs, spreadsheets and the email text are read together, so a change in a later reply counts.
- Identifies the customer and maps the items. The sender, account codes and delivery address are matched to the customer in SAP. Customer item numbers are matched to your materials.
- Checks the order against SAP. Prices against pricing conditions, quantities against pack sizes and minimums, the delivery date against the ship-to's calendar and lead time, and the PO number against open orders.
- Fixes what it can. Corrections your rules allow are made with the source attached. A question only the customer can answer goes back to them in the same thread. A commercial exception goes to the person who owns it.
- Enters the order and confirms it. The sales order is created in SAP and the customer gets a confirmation with the SAP order number.
Back to Monday. The item numbers resolve through the customer-material records. The Thursday request from the later reply replaces the original date once the calendar confirms Thursday is a delivery day. The discontinued pack size goes to the account owner with the old and current pack sizes side by side. One click from them and the order is in SAP.
How Duvo works with SAP
Duvo works in SAP through cloud sessions, either in a browser or on a virtual Windows machine running SAP GUI. It reads the records your order desk checks, such as customers, prices, customer-material info records and open sales orders, and creates the sales order on the same screens your team uses. Your SAP team sets the account and its permissions. Because Duvo works through the SAP screens, there is no interface to build before the first order goes in.
Your team can watch each session live and take control when an order needs a person. Every order keeps the original email, the checks applied, any correction or approval and the resulting SAP order number together, so anyone can see why it was entered the way it was.
Your team handles the decisions, not the typing
Duvo does the reading, matching, checking, entering and confirming. Your team keeps the calls that need commercial judgment:
- prices and discounts outside the customer agreement
- delivery commitments outside the calendar or lead time
- allocation when stock is short
- new customers and new delivery addresses
Each one arrives with the email and the SAP records already pulled, so the owner decides without searching for anything. You choose which confirmations go out automatically and which wait as drafts for someone to send.
Keep the inbox
Customers keep emailing the same address. Your team still sees every message in the mailbox. Duvo files or categorises the emails it has processed, so the inbox shows what is waiting for a person instead of everything that arrived.
What it costs
Duvo's cost model puts a manual task at about €5, based on ten minutes of a €70,000-a-year employee's time, and the same task run by Duvo at about €0.24.
You agree the price for the scope before work starts, with no token or seat charges. Duvo guarantees a 5x ROI: if the measured result is below five times the total contract price, the whole contract is free. The proposal sets the baseline, measurement window and sign-off.
How to start
Book a process call and we'll show you what Duvo does with your order emails.