Case Studies
Automating Customer Orders
David Twartz
Senior Project Manager System at ALG
“The live demo was one of the best demonstrations I’ve ever seen from a software company. While most give you a theoretical view of their solution, Zudello took our actual orders, put them into their platform and showed us the extraction and processing of the order all in real-time.”
Customer Service at the Heart of the Business
Alchin Long Group (ALG) is an Australian-owned manufacturing and distribution business with over 55 years of experience in architectural hardware, home improvement, and security solutions. With trusted brands such as Doric, Cowdroy, and Azuma, ALG serves commercial and residential customers across Australia, New Zealand, and Asia.
As the business scaled, so too did the volume and diversity of customer orders. ALG made strategic investments in their customer service team to manage this growth and deliver the high level of support their customers expect.
“Our industry is very relationship-driven,” says David Twartz, Senior Project Manager Systems at ALG. “We want our team to have more time to talk to customers, understand their needs, and help them – not spend their time doing data entry.”
Manual Order Processing Couldn’t Keep Up
With a growing customer base, ALG faced a major challenge: many customers lacked the IT infrastructure to send orders electronically. While some large hardware retailers sent digital purchase orders that integrated directly with ALG’s systems, many others submitted orders via email, PDFs, Excel files or even phone calls.
“Our team of eight customer service staff were spending too much time manually entering orders into our ERP system,” says David. “This wasn’t just inefficient – it introduced the risk of errors and left little time to actually engage with customers. We knew we had to find a solution that worked for us and didn’t require our customers to change how they operate.”
After months of searching, ALG discovered that most providers weren’t suited to their needs – either due to scale, lack of flexibility, or cost. That changed with a recommendation to explore Zudello.
The Factors that led Alchin Long Group to Select Zudello
While many providers were geared for large-scale enterprise volumes, ALG needed a solution that could automate 1,000 orders per month – with the ability to scale. Zudello was the only partner that fit the brief without pushing unnecessary volume thresholds or costs.
“Other vendors had minimums of 10,000 documents and high implementation fees. Zudello matched our scale, our timing and our budget,” says David. “They were willing to work with us at the level we needed.”
ALG had clear requirements for how automation needed to align with their internal processes and ERP system. Zudello provided a flexible, customisable platform – without the long delays or hidden costs usually associated with customisation.
“The platform was tailored to our business and we can continue to customise it ourselves if we need to,” says David. “That level of adaptability has been incredibly valuable.”
What set Zudello apart was its ability to prove its effectiveness live. David tested the platform in real-time using ALG’s own customer orders during a demo, building immediate trust in the solution.
“They showed me exactly how our orders would be processed, right there on the call. It wasn’t a hypothetical – it was our data, our systems, and it worked.”
The ultimate benefit for ALG was giving time back to their customer service team. With Zudello in place, the team could step away from repetitive data entry and refocus on building stronger customer relationships.
“This solution means our people can spend more time with customers – understanding their needs and providing better service. That creates long-term value for both us and our clients,” says David.
Results
Efficiency
We were processing 1,000 customer orders manually each month. Now, Zudello automates the process, allowing our team to focus on service – without hiring more staff.
Accuracy
With Zudello, order data flows directly into our ERP with high accuracy and compliance. It’s eliminated errors that came with manual entry and improved system-wide alignment.
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Buy-In from the Business
Zudello’s platform was easy to implement, matched our budget, and didn’t require us to change our ERP or force changes on our customers. That made internal and external adoption simple.
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