PRODUCTS → ORDER MANAGEMENT & SUPPORT

Every order, from every channel, in one queue.

The Order Management & Support Module is the intake point for carriers, couriers, and delivery operations that serve many clients. Orders arrive by API, email, or manual entry. The module normalizes them, applies each client's routing and pricing rules, hands off to your TMS, and keeps invoicing and support running on the same records.

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WHO IT'S FOR

Built for operations that serve many clients at once.

Every client sends orders differently — one through an API, one by email, one by phone at 7am. Dispatchers retype them. Pricing rules live in someone's head. Month-end invoicing gets reconstructed from memory. And "where's my delivery?" lands in whatever inbox the client happened to use.

The module was built inside a working healthcare logistics operation to fix exactly that, then packaged as a template for any carrier, courier, or delivery operation with a multi-client book. It runs on the Routina AI Enablement Engine, so agents work the queue alongside your team.

CAPABILITIES

Six things the module handles for you.

Customer management

Each client's contacts, accounting details, pricing, invoicing rules, routing parameters, and TMS handoff settings — configured once, applied to every order.

Multi-channel intake

Orders from API, email, and manual entry land in one queue and are normalized into a standard order record — recipient, address, items, service level.

Routing and shared zones

Routing parameters per client or per group of clients. Independent pharmacies in the same area can share a zone and be routed together to maximize route density.

Pricing and invoicing

Every order priced against the client's contract rules. Invoices generated from the same records, so month-end is a review, not a reconstruction.

TMS handoff

Orders handed to your TMS with each client's handoff parameters. From dispatch forward the TMS owns the order; the module mirrors its status.

Support management

Client and recipient questions answered by agents from live order status, with manual handling and full order history for anything that needs a person.

IN PRACTICE

A day of orders, start to finish.

AGENTS INCLUDED
Order Intake Routing Coordinator Pricing Agent Invoice Manager Support Coordinator
LIVE Multi-client order day · API, email, manual
1
Order Intake
Overnight and morning orders arrive from three channels: API from larger clients, email from mid-size accounts, phone orders logged manually. Each is parsed into a standard order record.
Client APIs, email, manual entry
2
Routing Coordinator
Applies each client's routing parameters. Independent pharmacies in the same area are grouped into a shared zone and routed together.
Locations, routing rules
3
Pricing Agent
Prices every order against its client's contract — base rate, zone, service level, surcharges. Orders that don't match a rule are flagged for review.
Customer pricing rules
4
Routing Coordinator
Hands the day's orders to the TMS with each client's handoff parameters. The TMS owns the order from dispatch; the module mirrors status back.
TMS
5
Support Coordinator
Answers client and recipient status questions from the mirrored data and escalates exceptions to operations with the order history attached.
Email, WhatsApp, SMS
RESULT
Orders from every channel land in one queue, priced and routed by rule, handed to dispatch without retyping — and invoicing reads from the same records instead of being rebuilt at month-end.

INTEGRATIONS

Connects to the systems you already run.

TMS Platforms

Order handoff at dispatch, status mirrored back.

Client APIs

Direct order intake from clients with system integrations.

Email Intake

Orders parsed from client emails and attachments.

QuickBooks

Client invoicing and accounts receivable.

Twilio

SMS status updates for clients and recipients.

WhatsApp Business

Order status and support in EN/ES.

Don't see your system? We add new integrations in weeks, not quarters.

GET STARTED

See your order flow in one queue.

Book a 30-minute working session. Bring your client list and intake channels — we'll show you how the module would route them.

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