GRUPA KRES, a stoneworking company with 20 employees and about 100 orders a month, now sends customers a quote within one day instead of an average of five days. Since the rollout no orders have been lost, the average margin per order rose by 6 percentage points within six months, and customer satisfaction (NPS) rose by 28 points in the first quarter. The project, delivered by ALGORCOMP, took 14 weeks.
"The best thing about this system isn't that we handle more orders — we handle the same number. The best thing is that the same 20-person team now has time to talk to customers instead of hunting for a sheet of paper in a binder. We used to manage chaos. Now we manage a business," said the owner of GRUPA KRES sp. z o.o.
The company makes everything from kitchen countertops to headstones, and each order passes through inquiry, on-site measurement, pricing, production and installation. Information about these stages was scattered across reception notes, spreadsheets, a calendar and workshop records. Preparing a quote took five days on average because each inquiry had to reach the right person and then wait for measurement and costing, some customers turned to competitors in the meantime, and every question about order status required a call to the workshop. The same product could also be priced differently depending on who prepared the quote, and the owner wanted standardised pricing without expanding the team.
ALGORCOMP began with interviews across every department, from reception to the installation crews, and an analysis of two hundred completed orders. This mapped the process and brought the material price list and costing rules, which had existed only as individual know-how, into one place. The team then built a system in which every order has a single record from first contact to the installation report. Artificial intelligence analyses each customer inquiry, whether it arrives by phone, email, web form or messaging app, and prepares a preliminary quote from the current price list and comparable past projects. An employee reviews the proposal and sends the customer the finished quote, while installation crews document their work in a mobile app. The technologies listed for the project are OpenAI GPT, Node.js, React, PostgreSQL, Azure, Power Automate and Microsoft 365.
The rollout was phased. In the first week the old and new ways of working ran in parallel and every system-generated quote was reviewed. After three weeks the team worked exclusively in the new system. Customers now track their order status through a link sent by email, and reception can spend more time building relationships and handling new orders.