One manager. Four departments. Fully automated.
Matcha Si was growing its wholesale network across Serbia while running sales, customer support, inventory, and finance manually. We audited the full operation and rebuilt it.
The Challenge
Matcha Si serves B2B clients across Serbia — cafes, restaurants, resellers — with client-specific pricing, delivery thresholds, and payment terms. Alongside wholesale, they manage B2C orders, inbound partnership requests, and multi-channel inventory. All of it ran manually across email, Telegram, Instagram, WhatsApp, and spreadsheets.
Every B2B order processed by hand
Custom invoice per client, manual stock update, courier handoff — 15–20 minutes per order, no exceptions.
Inbound partnerships handled manually
3–4 new inquiries per day, each requiring back-and-forth communication, qualification, and CRM entry.
Inventory lived in spreadsheets
No sync between Shopify, B2B wholesale, and direct orders. Stock discrepancies were constant.
Two managers to run it all
Customer support, order processing, sales outreach, financial reporting — all dependent on people, not systems.
What We Built
A full operational rebuild across four departments: sales, customer support, inventory, and finance.
AI Audit
We interviewed stakeholders across B2B sales, customer support, operations, and finance. Mapped every process, identified the highest-impact automation opportunities, and built the implementation roadmap before writing a single line of code.
B2B Client Portal
Each wholesale client gets a personal cabinet with their own pricing tier, delivery thresholds, and promotional conditions. Clients progress through loyalty tiers — better prices unlock automatically as order volume grows. Free delivery progress bar, one-click reordering, full invoice archive.
Reorder Intelligence
The platform tracks each client’s ordering patterns. When an expected reorder doesn’t arrive within the usual window, an automated reminder goes out. Churn risk flagged before it becomes lost revenue.
Unified Stock Database
One inventory source synced in real time across Shopify, the B2B portal, and direct orders. Every purchase in any channel updates stock automatically. No manual reconciliation, no overselling.
Sales AI Agent
Two directions handled automatically. Inbound: the agent scans incoming emails for partnership inquiries, qualifies them, runs the follow-up sequence, and adds converted leads to the CRM. Outbound: send a link to a cafe or retailer, and the agent researches the prospect and sends a personalised outreach proposing collaboration.
B2C Customer Bot
Handles customer inquiries, order status questions, and product information directly. No manager involvement for routine support. One person now oversees the full operation instead of two.
Financial Dashboards
Automated reporting across B2B partners and revenue streams. Sales by client, by product, by channel — updated in real time without manual data entry.
The Results
Four departments transformed. One manager runs what previously required two. The sales pipeline grows on autopilot.
One manager now runs what previously required two. Founder time redirected from operations to growth and partnerships.
Order processing, partnership inquiries, inventory reconciliation, customer support, and financial reporting — all automated.
Sent automatically. 20% convert to new B2B partners. The sales pipeline grows without sales effort.
Inventory syncs across all channels in real time. No overselling, no manual reconciliation.