Your distributors and dealers call with a 14-character part number and, too often, a line that’s stopped. VoiceRun agents check what they heard against your ERP, read the part back, find stock across your warehouses and put line-down calls on a priority path. Routine parts, lead-time, warranty and dispatch calls run as code on your systems, and your people take the rest.
Built for VPs of customer operations and aftermarket service, plant operations leaders and CIOs at industrial manufacturers that sell through dealers and distributors.
Order desk · distributor line
Tue 6:52 AM1.9M
U.S. manufacturing jobs could go unfilled over the next 10 years
Deloitte, 2025 Manufacturing Industry Outlook, 2024$30.37B
in warranty claims paid by U.S.-based manufacturers in 2025, with $71.89B held in reserves
Warranty Week, 23rd Annual Product Warranty Report, 20262.5x
average aftermarket operating margin compared with new equipment sales
Deloitte Insights, Aftermarket services, 20208 hours
to report a work-related fatality to OSHA, and 24 hours for an in-patient hospitalization, amputation or loss of an eye
OSHA, Report a Fatality or Severe InjuryThe calls
The order desk, the aftermarket, the supply base and the plant floor all run on the phone, and each has its own callers, systems and rules. Every call type below runs as code against the records your people already use.
Finds the sales order or PO and reads the acknowledged date, the ship date and the carrier reference. Says plainly when a line has slipped, using the live promise date from the ERP.
Systems the agent works in: ERP · Order management
Takes orders against the account’s catalog, pricing and case packs, validating every part number before it is written. Line-down orders go on the expedite path, and card payment goes to your payment system.
Systems the agent works in: ERP · Item master · Pricing
Captures RFQ details for standard items, hands configured and engineered quotes to your sales engineers with the specs written up, and calls back on open quotes before they expire.
Systems the agent works in: CPQ · CRM
Finds the part by number, model or serial, follows the supersession chain, checks stock by branch and warehouse, and reads back what it found before anything is ordered.
Systems the agent works in: Item master · Inventory
Checks the serial and warranty window, captures the failure, and opens the RMA. Whether a claim is covered, and any goodwill, stays with your warranty team.
Systems the agent works in: Warranty · ERP
Books and moves service visits against technician skills, truck stock and contract SLAs. Collects model, serial and fault code, and hands machine-down cases to an engineer with the case written up.
Systems the agent works in: Field service · Service contracts · Case management
Calls suppliers on unacknowledged POs and missed ship dates, writes the confirmed date to the ERP, and passes late lines to the buyer with the supplier’s reason.
Systems the agent works in: ERP · Supplier portal
Takes the call-in the way your attendance policy defines it: who, which shift, the reason, the expected return. Possible FMLA or workers’ comp cases go to HR, and people decide on points.
Systems the agent works in: Timekeeping · HRIS
Takes injury, near-miss and hazard reports at any hour, keeps the call short, and pages your EHS manager at once on anything serious. Recordability stays with your EHS team.
Systems the agent works in: EHS system · On-call roster
Why it's hard
A demo takes a clean SKU and a polite caller. Production is a 14-character part number shouted over a shop floor, a dealer with a line down, and an answer that lives in more than one ERP.
The reality
B sounds like D, 5 like 9, and half your callers spell in NATO words while the other half abbreviate. Superseded numbers are still read out years after the catalog changed.
How VoiceRun handles it
Raw recognition is only the starting point. The agent builds candidates from the caller’s account history and your item master, follows supersessions, and reads the match back in grouped characters before a line is written. A misheard character becomes a question.
Candidate generation
B sounds like D, 5 like 9, and half your callers spell in NATO words while the other half abbreviate. Superseded numbers are still read out years after the catalog changed.
Raw recognition is only the starting point. The agent builds candidates from the caller’s account history and your item master, follows supersessions, and reads the match back in grouped characters before a line is written. A misheard character becomes a question.
Candidate generation
Tested before launch
Every rule your order desk, parts counter and HR team follows becomes a scripted caller. Before a release reaches a dealer or an operator, simulated callers work through the garbled part number, the stopped line, the out-of-term claim and the injury report that can’t wait.
Simulated callers place real voice calls to the agent, evaluators grade every conversation against what should have happened, and a release that regresses never reaches your callers.
$ vr simulate staging --name monday-6am --wait
7/7 simulated calls passed · evaluator: judge
The platform
Start with the call that costs you the most, usually order status or parts lookup, and grow into the rest on one platform and one call record.
Your systems
The agent works in the records your reps, dispatchers and HR team already use. Your systems stay the source of truth, and each connection is code your team can read.
ERP & orders
Reads accounts, item masters, availability and promise dates, and writes orders, expedites and confirmed supplier dates.
Common SAP S/4HANA, Oracle, Epicor, Infor
CRM & quoting
Recognizes the dealer or distributor, reads credit status and programs, and writes quotes and follow-up tasks.
Common Salesforce, Microsoft Dynamics 365
Service & warranty
Books dispatch against technician skills and contracts, opens RMAs, and reads serial and warranty data.
Common ServiceMax, Salesforce Field Service, Oracle Field Service, IFS
Workforce & EHS
Records call-outs against your attendance rules and files incident reports in the system your EHS team keeps.
Common UKG, ADP, Intelex, VelocityEHS
Telephony
Keeps your numbers and carrier, and passes calls to your order desk, parts counter or on-call manager.
Common Twilio, Telnyx, Bring your own carrier
Named products are examples of what’s common in each category; none of them is a prebuilt connector. VoiceRun agents call any API or database your team exposes, and every connection is code your team can read. Your carrier, numbers and contact center stay where they are.
Control
Pricing entitlements, labor agreements and reporting duties are policy before they are code. The agent says what the code allows and writes to your systems only what the code permits.
Every price comes from the caller’s own entitlements, enforced where the data is fetched. The agent never holds a price the caller can’t see.
A part number is written to the order only after the caller has heard it read back and said yes, and only if it exists in your item master.
Absence calls capture the reason and route possible FMLA, ADA or workers’ comp cases to HR. Points, discipline and eligibility stay with your people and your agreement.
The incident line takes the report, pages your EHS manager on anything serious and timestamps it for the OSHA clocks. It never rules on recordability, and emergencies go to 911 and your site responders first.
Calls that carry ITAR or EAR technical data can stay with your people, or the agent can run on infrastructure you control with VoiceRun Edge. Your trade compliance team decides which call types qualify.
The transcript, every system action and the evaluation sit under one call ID, with the recording too when you turn it on, ready when a dealer says someone promised Thursday.
Your code remains your code, your data remains your data, and the models we train for you serve only you.
Deployment options: our SOC 2 managed cloud, your VPC, your cloud, or on-premises with VoiceRun Edge, available under enterprise agreement.
FAQ
The agent never trusts the transcript alone. It matches what it heard against the caller’s order history and your item master, follows supersessions, and reads the part back in grouped characters before anything is written. Because the agent is code, you can run part-number simulations against your own catalog and compare the results with how your reps key the same orders before a real dealer calls.
Agents call any API or database your team exposes, so each ERP sits behind a function your team writes and tests. A sensible order is read-only order and lead-time status first, then quotes, then order entry. During a migration or an outage the agent says what it can’t see and offers a callback or a person, instead of guessing.
No on both. Numbers can be provisioned through VoiceRun or brought from your own Twilio or Telnyx account, and you keep your carrier contracts and rates. The agent takes the first touch or the overflow and passes line-down, negotiated and technical calls to your reps with the context captured, all on one call record.
Treat it as a labor-relations project first, with your legal team. The agent records the call-in the way your agreement and attendance policy define it and never counts points or recommends discipline. The script is code your labor-relations team can read, so a pilot can run beside the current line with notice to the union.
It can take the report and page a person. The line is built to keep the report short, accept it in the caller’s language, and alert your EHS manager at once on anything serious, with a timestamp for the 8-hour and 24-hour OSHA clocks. It makes no call on recordability, never discourages a report, and does not stand in for your emergency response. Keep a person-answered fallback.
Your trade compliance team decides which call types may go to an agent at all. Calls that carry controlled technical data can stay with your people, and for the calls that qualify, VoiceRun Edge runs the agents on infrastructure you control. We scope that with your compliance and security teams before anything is built.
Bring your busiest call types, a handful of part numbers that trip up your order desk, and a map of your ERP and service systems. A consultation works out which calls an agent takes first and where your people stay in the loop.
