Sales + Customer Service
Every customer issue, investigated before your team picks it up
Chefs and kitchens are slammed. No one has time to learn another app. They call, text, email or leave a voicemail, and they expect an answer before service.
The Customer Service agent works behind your CS team. It reads every message, pulls the invoice, the POD and the van's location, and does the follow-through: credits, redeliveries and substitutions. Then it hands your account manager the answer to approve. Orders that come in the same way go straight into your ERP.
95% of customer issues handled by Burnt
Every voicemail investigated before the morning shift
0 replies sent without your team's approval
Customer service
From the 6am voicemail to the approved credit
Every message that hits your CS desk is investigated before a rep opens it. Here's a Tuesday morning.
Damaged on delivery
"Two cases of romaine came in damaged. Can we get a credit and have them redelivered tomorrow?"
- Transcribed the voicemail and matched it to Harvest Kitchen
- Found invoice INV-2846: 2 × Romaine Hearts 24ct
- Checked the POD: delivered 5:12 AM on Route 4
- Drafted a credit note for $68.50
- Added a redelivery and a pickup of the damaged cases to tomorrow's Route 4
Ready for Maria, Customer Service
- Credit note · $68.50
- Redelivery · tomorrow
- Driver pickup
Draft reply: "Hi Ana, sorry about the romaine. We've credited the 2 cases and they'll be on tomorrow's truck. Our driver will pick up the damaged ones."
Where's my truck
"Is our truck still coming this morning? Lunch prep starts at 10."
- Matched the number to Lilly's Cafe: Tuesday delivery, Route 4
- Checked the routing system: Truck 14 is 2 stops away
- ETA 9:25 AM, on time
Ready for Sam, Sales Rep
- Reply with ETA
Draft reply: "Morning! Your truck is 2 stops away, should be with you around 9:25."
Short on delivery
"We only got 2 of the 4 cases of chicken thighs. Need them for tonight."
- Found invoice INV-2851: 4 × Chicken Thigh Bnls 4/10 lb
- Pick ticket shows 2 cases shorted in the warehouse
- Sub on hand: Chicken Thigh Bnls 2/20 lb, same price per lb
- Afternoon Route 6 passes Corner Bistro at 2:40 PM
Ready for Sam, Sales Rep
- Offer the sub on Route 6
- Or credit · $86.40
Draft reply: "Sorry about that. We can get you 2 cases of the 2/20 lb thighs, same price per lb, on this afternoon's truck. Want them?"
Quality complaint
"The mozzarella from Tuesday smells off. Can someone take a look?"
- Logged the call against Mike's Pizzeria
- Traced the lot: MZ-4471, Fresh Mozzarella 6 × 5 lb, received Oct 27
- 6 other accounts received this lot this week
- 14 cases of the lot are still in the cooler
- Sent to QA with the invoice, lot and vendor details
Ready for Dana, QA
- Hold 14 cases in the cooler
- Call Mike's back
One desk for every channel your customers already use.
- Phone
- Voicemail
- Text
How it works
Credits and redeliveries
Sorts out shorts, damages and wrong items
A chef reports two damaged cases. The agent checks the invoice and the POD, drafts the credit note, adds the redelivery to tomorrow's route and books the driver pickup. Your team approves.
Where's my delivery
Answers from your routing system
"When's my delivery?" gets the ETA from your routing software. Late deliveries get flagged before the customer calls.
Food safety
Investigates by lot
A quality complaint pulls the lot, the wholesaler and every account that received it, and goes straight to your QA lead with the history attached.
Shorts and live substitutions
Lines up the substitute before the van leaves
Checks stock on hand when an item is short and lines up the right substitute for your team to offer.
Orders from every channel
Takes the order however it comes in
Email, text, voicemail, WhatsApp, phone. The agent matches "large prawns" to your 16/20 SKU and puts the order into your ERP.
Account memory
Knows every account
Their usual order, their delivery days, their rep, what they call each product.
Account signals
Tells your sales team who's slipping
Spots the account that dropped a category or ordered half its usual, and flags it to the account manager before they churn.
Everything your CS team needs
Works in any language
Answers in the language the customer uses.
Knows who owns it
A food-safety complaint, special pricing or an upset chef goes to the right person, with the history attached.
Flags what can't wait
Food safety, a missed delivery, a top account.
Changes after cutoff
Checks whether the van is loaded and what's still possible, then hands it to the account manager.
Pricing disputes
Checks the invoice against the agreed price, and drafts the credit if the invoice is wrong.
Spec sheets and allergens
Pulls the right sheet for your team to send.
Product sourcing
Finds an item you don't stock and passes it to sales.
Full audit trail
Every message, credit and approval is logged.
Sales app
Give your account managers the account before they walk in
Before every visit, your team sees what the account ordered, what it stopped ordering and any open issues. They can place orders and quotes on site.
Place orders and quotes on site
See open credits and issues before the visit
Get flagged when an account starts slipping
Make data-driven decisions with live customer analytics
Your sales team makes the call. The agent does the digging.
See the Customer Service agent work through a week of your own customer emails and voicemails.
Built for the nuances of foodservice
Foodservice doesn't run on clean data. Chefs use their own shorthand, every region has its own names, and accounts have habits built over decades. The agent learns all of it.
Product-specific shorthand
Understands how different chefs may order the same 16 / 20 prawns in different ways.
Regional terminology
Recognises all the different terms, both language/region specific for the same ingredients.
Preference tracking
Knows each customer's preferred suppliers, grades and specifications.
Integrations
Works with the systems you already run
Connects to your ERP, routing software, phones, email and WhatsApp, without any uplift from your IT team. We map your systems during setup.
Your ERP and accounting software
Routing software, for delivery ETAs
Phone, voicemail, email, text and WhatsApp
Your WMS and stock
Custom integrations where there's no API
Frequently asked questions
Most customers are live in 4–6 weeks, with little to no lift from your IT team.
We work in phases, starting with one workflow or one depot, so you see value early while the rest is connected in parallel.
The questions and problems your CS team hears all day, including:
- Shorts, damages and wrong items, with credits and redeliveries
- "Where's my delivery?"
- Pricing disputes
- Food safety complaints, traced by lot
- Spec sheets, allergens and product questions
- Changes after cutoff
It also takes orders from email (PDFs, inline, attachments), phone and voicemail, WhatsApp and SMS, EDI, customer portals and spreadsheets, and the sales team's free-text notes, and puts them into your ERP.
Yes. Burnt works with any ERP, including modern systems and legacy or “archaic” platforms.
If your ERP has APIs, we integrate directly. If it doesn’t, we build custom integrations using alternative methods. Burnt is built for the systems foodservice suppliers actually run.
That’s expected. Burnt is built to handle complex SKU structures, including:
- Customer-specific SKUs
- Wholesaler-specific SKUs
- Pack, catch weight, grade, and spec variations
- Non-standard naming and formats
We model your real catalogue, with all its variations.
Burnt is designed for autonomy with control.
Your team sets what the agent can do on its own and what needs a person. Anything else goes to the right team (sales, ops, QA or finance), with a full audit trail of decisions and changes.
Over time, Burnt learns from these interventions and reduces exception volume.
Day one. Customer issues get answered faster, credits go out with the evidence attached, and fewer orders get keyed by hand, even before full rollout is complete.
Burnt takes over the digging: looking up invoices and PODs, checking the van, keying orders, chasing follow-ups. Your CS team and the sales team keep the customer relationships and make every call.
Supervised where it matters. Your team approves credits, redeliveries and replies. The agent never answers a customer on its own. You decide what else it can do without a check.
Burnt improves margins by:
- Writing credits only when the invoice and POD back them up
- Catching shorts in time to offer a substitute
- Flagging accounts that are slipping before they leave
- Answering chefs faster, so they keep ordering
Security is foundational. Burnt is currently undergoing audits for SOC 2 and ISO 27001, and is UK GDPR compliant. We follow best-in-class security practices across infrastructure, data handling, and access controls.