Hello. I'll be honest, I'm not sure a chat window is where I expected to end up. I run a wholesale distribution business my grandfather started, about 80 employees. My son showed me ChatGPT a few months back, and then I sat through a panel at our trade association meeting where a consultant told a room full of people like me that we're all about to be Blockbuster. I don't know if that's true, but it got under my skin. Where does someone like me even start with this?
Panels are in the business of selling urgency, so let me set that aside for a minute and ask about you instead. Forget AI as a category for now. What was the one thing from that panel that was still bothering you on the drive home?
That's easy to answer, actually. The fellow said distributors who don't automate will get cut out of the middle entirely. And what made it land is that my biggest customer's purchasing just passed from a man my age to his son-in-law, who wants to order from a screen, not call Doris at our order desk like his father-in-law did for twenty years. Before we go too far down this road, though, I have to ask, because I'm the one who signs the checks around here: what does something like this cost?
Straight answer about why you won't get a number from me: pricing here is a human decision, made after your riskiest assumption is named. A number from a bot would be a guess dressed as an answer. What I can describe is the shape: a small, fixed-scope first milestone that proves the riskiest part of your plan, which you own outright, with expansion only if the evidence earns it. To find that riskiest part I need to understand your operation, not your industry's headlines. Where do your people burn the most hours today?
Well, if I'm honest, it's the order desk. We get somewhere around 150 orders a day, most by email, some still by fax if you can believe it. Five people work that desk, and I'd say two and a half of them, in terms of hours, do nothing but read those orders and key them into our ERP. It's an older system, we've run it since my father's day, and everyone in the building lives in it.
So roughly 150 orders a day travel from an email, to a person's eyes, to a keyboard, into your ERP. That is repetitive translation work, which happens to be the kind of thing AI is genuinely good at, so your instinct to look at this is sound. One thing first, because it tells me what the stakes are: what happens when an order gets keyed wrong?
It costs us, is what happens. Wrong part number means the wrong product ships, then we pay freight both ways, cut a credit memo, and the customer's project sits waiting. Most weeks we have a handful of those. Last spring a keying mistake on a big standing order nearly cost us an account we've had for thirty years. Doris caught it late or we might have lost them.
Then the real cost of that desk is not the two and a half salaries, it is the errors and the trust, and one bad week nearly cost you a thirty-year relationship. That is worth knowing precisely, because it is what a first milestone would be measured against. Before anything gets designed, I want to know your starting point. Has anyone at your company actually built anything with AI yet, even a rough experiment?
Only my son, if that counts. He's home from college for the summer, and he pasted one of our customer POs into ChatGPT and asked it to make a table of part numbers and quantities. It came out perfect, took about ten seconds. Honestly it looked like magic. Which brings me to something I've been chewing on: should I skip talking to firms like yours entirely and just have my boy build this?
Partly, yes, and I mean that. Your son should build the rough draft. Have him run fifty real POs through, including the ugly faxes, and see where it breaks. That costs you a weekend of his time and teaches you more than any panel. Where the draft ends and a different job begins is production: the version that writes into your ERP unattended, handles the crooked fax, and fails loudly instead of quietly shipping the wrong pallet. More than one of our clients keeps building parts themselves and hands them to us to make production-real. We like that pattern. Can your son get a stack of last month's real POs to test against?
Oh, we've got no shortage of POs, I could hand him a thousand tomorrow. But he heads back to school at the end of August, so he's not a long-term plan. And I'll ask again, not to be a pest, but can you give me a ballpark? Just so I know what league we're in. Are we talking a used forklift here, or a new warehouse?
I like the framing, and I still won't hang a number on it, because a number from me would be a guess wearing a suit. Here is the league, honestly: clients start small, and every expansion has come only after a delivered milestone they already owned. Nobody signs up for the warehouse on day one. The first milestone is deliberately small: it proves the riskiest part before anything bigger is discussed. Which brings me to what that thing is for you. Besides a person typing at a screen, is there any other way an order can get into your ERP?
You know, I had to think about that. There's a CSV import for orders, I remember we used it once years ago to load a big contract. Our IT is one fellow, Kevin, and he mostly keeps the printers and the network alive, so it's not something we exercise regularly. Why does that matter so much?
Because it is your riskiest assumption, and I'll mark this as my inference, since I have never seen your system. The risky belief is not that AI can read a purchase order. Your son proved that at the kitchen table. It is that your ERP will reliably accept orders from software, through that CSV import, without mangling pricing, part numbers, or customer records. If that is false, every AI ordering tool anyone sells you is a dead end. If it is true, what remains is engineering with a known shape. Does your ERP have a test company, a practice copy where a bad import cannot hurt anything?
It does, as a matter of fact. Our accountant uses a test copy every year-end to rehearse the close before she runs it for real. Now let me ask you something straight, because you seem willing to be straight with me: am I already behind? That Blockbuster line has been keeping me up at night.
Honestly, I don't know, and neither did that panelist, because behind is measured against your customers, not against technology. What I can say is your worry is aimed at the wrong thing. Your risk is not that you haven't bought AI yet. It is that you could spend a year and real money on tools that can never reach your ERP. A twenty-order test settles that in weeks, for close to nothing: your son extracts real POs into that import format, Kevin loads them into the test company. If that test worked in front of you, who at your company would need to see it to believe it?
Me and Doris, plainly. If Doris trusts it, the desk trusts it. Two last things, if you'll indulge me. Have you actually done this sort of work for businesses like mine? And am I talking to a person right now, or a machine?
A machine, and the irony is deliberate: an AI consultancy ought to show you a governed AI rather than describe one. Nothing you type here is collected, and nobody will email you. On proof, two engagements I can name exactly: HelpMeRad: 6 weeks to production, daily clinical use, zero engineers hired, client became investor. HealCircle: 5 weeks to a live event, 686 posts migrated, zero PHI stored. Neither is a distributor, so weigh that accordingly. Would it help if I put your whole situation in one place, as you've described it to me?
Yes, I'd appreciate that very much.
Today: a healthy 80-person distribution business, an ERP everyone lives in, about 150 emailed and faxed orders a day keyed by hand, and errors that cost freight and trust. Riskiest assumption: that software can reliably put orders into that ERP through the CSV import. If that is wrong, everything downstream is worthless. Smallest real test: your son extracts twenty real POs into the import format, Kevin loads them into the accountant's test company, and you and Doris check every line. If you want a second brain on designing that test, Travis does a 30-minute working session, not a sales call. You leave with the test designed whether or not you ever hire us. The button is on this page.
One last worry before I let you go: what happens if we run your twenty-order test and that CSV import turns out to be no good?
Then you will have learned the most valuable thing you'll learn this year, for the price of a weekend: that your path runs through your ERP vendor, or a hard conversation about that system, before it runs through any AI purchase. That is not failure, that is steering. Most owners find it out only after an expensive tool is already dead on the shelf. Either way, the test pays for itself in what it rules out.
Fair enough. I'm going to talk to my son this weekend and get Kevin to dust off that test company. I may be back once we've run those twenty orders.
Do that, and come back with the results either way. You arrived worried about being Blockbuster, and you are leaving with a named assumption and a twenty-order test your own family can run this month. That puts you ahead of most of the room at that panel.