01
The Challenge
Viking's customer service operation was buckling under its own success.
Every week, hundreds of customer service representatives manually processed thousands of purchase orders. Each order required reading unstructured documents, interpreting product codes, matching items to Viking's catalog fire suppression components, and entering data into their ERP system.
The process was slow, error-prone, and expensive. A single misread sprinkler head specification could delay a construction project. A transposed quantity could trigger costly returns.
More critically, revenue growth had become inseparable from headcount growth. To process more orders, Viking needed more people. The economics of scale were working against them.
Viking needed to process orders faster, more accurately, and without proportionally scaling their workforce.
02
The Solution
Viking deployed Endeavor's AI-powered order management platform.
The system ingests purchase orders from any channel including email, web upload, or direct ERP integration. AI agents extract header information and line items, automatically match products to Viking's catalog, and return ready-to-submit orders.
For most orders, the process is entirely touchless. For complex orders requiring human judgment, the AI presents its work for rapid validation rather than manual re-entry.
The platform learns continuously. Every correction a CSR makes improves future accuracy. Within weeks, the system began recognizing Viking's customers, their ordering patterns, and their product preferences.
03
The Impact
Viking deployed Endeavor's AI-powered order management platform.
The system ingests purchase orders from any channel—email, web upload, or direct ERP integration. AI agents extract header information and line items, automatically match products to Viking's catalog, and route orders for review or direct submission to their ERP.
For straightforward orders, the process is entirely touchless. For complex orders requiring human judgment, the AI presents its work for rapid validation rather than manual re-entry.
The platform learns continuously. Every correction a CSR makes improves future accuracy. Within weeks, the system began recognizing Viking's customers, their ordering patterns, and their product preferences.
First Month result
Viking's AI accuracy improved rapidly as the system learned their catalog and customer base.
Week 0
65%
matching accuracy —
CSRs correcting most orders
Week 2
78%
matching accuracy
— corrections dropping fast
Week 4
91%
91% matching accuracy — system operating near-autonomously
Human corrections per day fell from over 600 at launch to under 50 by the end of the first month.
Sustained Performance
The ratio speaks for itself: for every order a human touches, AI handles ten.
04
The Outcome
Viking's CSRs didn't lose their jobs. They got better ones.
Freed from repetitive data entry, customer service representatives now focus on complex orders, customer relationships, and exception handling—the work that actually requires human judgment.
Order processing capacity is no longer constrained by headcount. Viking can scale revenue without proportionally scaling labor costs.
And the errors that once caused project delays and costly returns? They've become rare exceptions rather than daily occurrences.
Viking Group protected buildings for a century.
Now AI protects their operations.
