B2B WhatsApp Voice Order Automation for Sanitary Ware
Modernized B2B ordering for a major West Bengal sanitary ware distributor by wrapping a 10+ year legacy CRM with an AI-driven WhatsApp voice note processing and two-way verification pipeline across ~12,500 product variants.
Modernized the daily ordering workflow around an existing 10+ year Panther Tech CRM without risking a full system migration.
Retail stockists and dealers placed complex restocking orders between 9:00 PM and 11:30 PM by writing notes on paper, taking photos, and sending them over WhatsApp. An internal team had to transcribe messy handwritten slips, search a 10-year-old Panther Tech CRM containing ~12,500 variants, and manually generate purchase orders. Misread handwriting caused incorrect dimension dispatches, return logistics, and daily night-shift operational bottlenecks.
Rather than attempting a risky, multi-year CRM replacement, we built a modern conversational automation layer around the existing CRM. Stockists send natural voice notes in Bengali/Hindi/English; an AI pipeline normalizes the audio, extracts product attributes, fuzzy-matches against 12,500 SKUs, and sends a structured WhatsApp confirmation back to the stockist. Upon confirmation, the order is automatically pushed into Panther Tech via secure API.
Architected an event-driven webhook pipeline consuming WhatsApp Cloud audio payloads; integrated speech-to-text with domain-specific sanitary ware phonetic mapping; built a two-way confirmation safeguard so AI never submits an unverified order; and deployed secure authenticated API connectors into Panther Tech CRM.
Resolving colloquial Bengali and Hindi phonetics and regional trade slang against 12,500 ceramic SKUs without direct database access; eliminating hallucination risk via mandatory interactive WhatsApp confirmation state machines.
100% elimination of manual handwritten paper orders during peak hours; zero wrong-SKU dispatches; order processing time cut from hours to sub-90 seconds per dealer; preserved 10+ years of CRM history with zero downtime.
End-to-end technical leadership: domain modeling, system architecture, database design, hands-on production code, and zero-defect deployment.
Presented under fictional portfolio codename. Specific commercial entities and confidential operational identifiers have been withheld to respect non-disclosure obligations.
“We had over 12,000 product variants and a 10-year-old CRM system that we could not replace without stopping our entire business. Shubham understood the reality immediately. Instead of selling us a massive software overhaul, he built an intelligent voice system right into WhatsApp. Today our stockists simply speak what they need, confirm the list, and the order appears in our CRM. It solved our worst evening headache without any downtime.”
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