Manual customer workflows, rebuilt at a tenth of the cost.
A global manufacturer's US division was running ordering, customer support, and service operations on manual, time-consuming processes. Traditional software transformation quotes ran into the millions. We delivered the same operational outcomes for roughly 10% of that — using agentic automation layered onto the systems they already owned.
What we walked into.
- —Order entry handled manually across email, phone, and spreadsheets
- —Customer support tickets routed and resolved without system-of-record visibility
- —Service requests tracked in disconnected tools, with status updates done by hand
- —Traditional transformation vendors quoting multi-million-dollar, multi-year rebuilds
Twelve weeks, four phases.
Mapped the real ordering, support, and service workflows end-to-end. Interviewed CSRs, service coordinators, and US leadership. Documented every manual handoff and where time was actually being lost.
Designed an agentic automation layer over the existing stack — no rip-and-replace. Specified which steps stayed human, which became assisted, and which became autonomous.
Automated order intake and validation, built support-ticket triage and draft-response generation, and unified service-request status across the tools CSRs already use.
Ran in parallel with existing processes, measured cycle time and time-to-resolution, trained the team, and handed it off.
"We were quoted a multi-year, multi-million-dollar rebuild. McQuays delivered the outcome we needed for roughly a tenth of that — without ripping out the systems we already run on."