# Agents take the order. People keep the decisions.

Dutch B2B commerce · Blueprint prototype, 2 weeks

**An urgent order in minutes, not an hour** · Modeled, from the prototype

A Blueprint prototype for a Dutch B2B commerce platform, built in 2 weeks. Agents take an urgent order by voice, WhatsApp or email. The order goes straight into the ERP. Each agent has 1 job. An agent orders alone only when all 3 checks pass. Brakes, steering and airbags always go to a person.

## The problem

Most urgent B2B orders still end on the phone.

## What changed

- Each part gets a fit score out of 100
- 85 and up it orders, from 70 it asks
- Under 70 or a safety part: a person decides

## The result

An urgent order in minutes, not an hour · Modeled, from the prototype

## Tab by tab

### Agents at work

One urgent order, from call to ERP.

- The buyer calls and says the order. The agent asks 1 question, never a form. It checks live stock and the contract price. Over €300, the workshop owner approves. Written to the ERP, with 10 minutes to undo.
- From the prototype, with mock ERP data: the Delta Parts ordering agent answers a workshop lead. The water pump on the Golf in bay 2 has gone, and the timing belt kit is needed while it is open.
- 2 water pumps fit this engine, so the agent asks 1 question: is the impeller metal or plastic? It checks the main warehouse, the nearest branch and equivalent parts.
- The order is €325.50, over the €300 limit the company set, so the workshop owner approves it. No agent ever approves. Stock stays held for 2 hours.
- Water pump and timing belt kit, €325.50, at the workshop by 10:45. Written to the ERP, with 10 minutes to undo.

### Situation

An urgent order in minutes, not an hour.

- The buyer orders by voice, WhatsApp or email.
- Sales reps keep the hard calls and the relationship.
- Brakes, steering and airbags always go to a person.
- The urgent order today: about an hour, first call to order placed, mostly waiting. The buyer phones the merchant. A sales rep reads out part numbers and checks stock by hand. The workshop owner signs off from somewhere else. The sales rep types the order in by email.
- With the agents: minutes, first message to order placed. The ordering agent answers at once, asks 1 short question and reads live stock and price. The workshop owner approves in 1 tap, only over the limit. The fulfilment agent writes the order to the ERP.
- Both times are assumptions. We will time 30 to 50 phone orders before day 1.

### Proposal

Each agent has 1 job. People approve rules and exceptions.

### Trust

An agent orders alone only when all 3 checks pass.

### Buyer journey

The buyer’s 8 steps. People stay in control at 3.

### Merchant journey

The merchant’s side: every gap found before the first order.

## In their words

"Your agentic prototype was strong: the buyer and merchant flows were coherent… your human-in-the-loop approach to trust stood out." Product team, Dutch B2B commerce platform.

[Try the prototype](https://www.surinder.design/saga/case)

Page: https://www.surinder.design/work/ordering-agent