Belgatrans
recovered per manager / week
+3h
commercial activity after 3 months
+7%
freed from request processing
½ FTE
Belgatrans operates in a business where responsiveness matters. Incoming customer requests can quickly become operational priorities, yet the information required to process them was spread across several tools. Email carried the request, CRM held part of the commercial context and ERP contained another part of the operational truth. A shared spreadsheet existed, but it did not provide managers with a reliable operating view.
Challenge
Customer requests arrived primarily by email with no reliable system for tracking or prioritizing them. Managers spent around three hours every week sorting requests, replying and following up manually. The information existed, but the workflow connecting it did not. Commercial activity was therefore managed reactively rather than from a shared, prioritized view.
Solution
• Centralized data automatically from email, CRM and ERP.
• Added an AI agent to analyze and prioritize incoming requests.
• Created a unified dashboard for real-time commercial follow-up.
• Replaced manual triage with a structured flow from request to action.
Results
After three months, managers recovered around three hours every week. Commercial activity increased by 7%, while the equivalent of half an FTE was freed from repetitive transport-request processing. The customer request still arrives through familiar channels, but the work that follows no longer starts with manual sorting.
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