Commercial Excellence

One app for service and commercial teams in any industry, with three agents. The Customer Service Agent takes in every case, routes it, drafts the reply and escalates before the SLA is missed. The Revenue Execution Agent runs lead-to-quote, follows up and clears order exceptions. Margin + Cash Intelligence works collections, catches price exceptions and finds cost leakage. Measured on resolution time and CSAT, quote cycle time and win rate, DSO, gross margin and cash.

6 connected tools: Customer cases, Customer accounts, Quotes, Orders and exceptions, Invoices and collections, Price exceptions and leakage.

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Inside

What it does

Customer cases

Every customer request from email, phone, chat, the portal or WhatsApp: classified, routed to the right team, answered from a drafted reply and escalated before the SLA is missed. Resolution time and CSAT on every case.

Tracks: Subject, Account, Contact email, Channel, Category, Priority, Status, Routed to, Owner, Opened, First response due, First response sent, Resolved on, Resolution time (hours), CSAT (1–5), Sentiment, Order or invoice, Value at risk, Customer request, Drafted reply, Escalation reason
Flags automatically: First response overdue when First response due has passed and First response sent is empty and Status is not Resolved and Status is not Closed
Urgent when Priority is Urgent and Status is not Resolved and Status is not Closed
Escalated when Status is Escalated
Waiting for triage when Status is New
Unhappy customer when Sentiment is Negative and Status is not Resolved and Status is not Closed
Waiting on customer over 3 days when Status is Waiting on customer and Opened is more than 3 days ago
Actions and automations: Escalate: Mark the case escalated and tell the team lead.
Tell the team lead: Tell the service lead this case needs attention now.
Send the drafted reply: Email the drafted reply to the customer.
Mark resolved: Close out the case as resolved.
Automation: When a case is urgent, tell the team lead
Automation: When a case is escalated, tell the team lead
Views and charts: Service queue, By status, Resolution and CSAT, Cases by category, Average resolution hours by team, CSAT by team, Case health
Its agent: Watches every case for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Customer accounts

Every customer account with its segment, owner, terms, credit limit and health, so cases, quotes, orders and invoices all point to one place.

Tracks: Account, Segment, Region, Account owner, Price list, Payment terms, Credit limit, Open receivables, Credit used, Revenue (last 12 months), Gross margin %, CSAT (last 90 days), Health, Main contact email, Notes
Flags automatically: At risk when Health is At risk
Over 90% of credit limit when Credit used is over 90
CSAT below 4 when CSAT (last 90 days) is under 4 and CSAT (last 90 days) is filled in
Actions and automations: Write an account review: A one-page account review (Word and PowerPoint): revenue, margin, open cases, quotes, receivables and the next actions.
Views and charts: All accounts, Credit and terms, Revenue by segment, Account health
Its agent: Watches every account for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Quotes

Lead to quote to order: every request with its value, margin and discount, the days from request to quote, the next follow-up and the outcome. Quotes below the margin floor go to pricing before they go out.

Tracks: Quote, Account, Source, Stage, Owner, Requested on, Quote sent on, Quote cycle (days), Quote value, Cost, Gross margin, Gross margin %, Discount %, Win probability %, Weighted value, Next follow-up, Competitor, Loss reason, Notes
Flags automatically: Request waiting over 2 days when Requested on is more than 2 days ago and Quote sent on is empty and Stage is not Lost
Follow-up overdue when Next follow-up has passed and Stage is not Won and Stage is not Lost
Below margin floor (20%) when Gross margin % is under 20 and Stage is not Lost and Stage is not Won and Cost is filled in
Lost: add a reason when Stage is Lost and Loss reason is empty
Won when Stage is Won
Actions and automations: Send to pricing for approval: Record a price exception for this quote and ask pricing to approve it.
Create the order: Turn the won quote into an order.
Remind the owner to follow up: Tell the quote owner the follow-up is due.
Automation: When a quote is won, create the order
Automation: When a quote is below the margin floor, send it to pricing
Automation: Each morning, remind owners of overdue follow-ups
Views and charts: Quote pipeline, By stage, Won and lost, Pipeline by stage, Quote cycle days by owner, Why we lose
Its agent: Watches every quote for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Orders and exceptions

Every order from a won quote to delivery, with the exceptions that stop it (credit holds, shortages, price mismatches, late shipments) owned and resolved before the customer has to ask.

Tracks: Order, Account, Quote, Order date, Promised date, Status, Exception, Order value, Owner, Customer told, Resolution
Flags automatically: Exception open when Status is Exception
On hold when Status is On hold
Past promised date when Promised date has passed and Status is not Delivered and Status is not Shipped
Customer not told yet when Exception is filled in and Customer told is not ticked and Status is not Delivered
Actions and automations: Tell the order owner: Tell the owner an exception needs action today.
Automation: When an order hits an exception, tell its owner
Views and charts: All orders, Exceptions, Exceptions by type
Its agent: Watches every order for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Invoices and collections

Receivables by account: what is due, what is overdue and by how much, promises to pay, disputes and the dunning stage, so collections start on day one and DSO comes down.

Tracks: Invoice, Account, Order, Invoice date, Due date, Days to due (negative = overdue), Amount, Paid, Balance, Status, Promise to pay, Dunning stage, Dispute reason, Collector, Accounts payable email
Flags automatically: Over 60 days overdue when Days to due (negative = overdue) is under -60 and Status is not Paid and Status is not Written off
Overdue when Due date has passed and Status is not Paid and Status is not Written off
Promise to pay broken when Promise to pay has passed and Status is Promised
Disputed when Status is Disputed
Actions and automations: Send a payment reminder: Email accounts payable a polite reminder with the invoice details.
Tell the collector: Tell the collector a promise to pay was broken.
Automation: When a promise to pay is broken, tell the collector
Views and charts: Aging, Promises and disputes, Open balance by account, Balance by dunning stage
Its agent: Watches every invoice for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Price exceptions and leakage

Every price exception and every dollar of margin leaking out: discounts outside policy, wrong price lists, freight and expedite fees not billed, rebates overpaid. Approved, recovered or written off, with the root cause.

Tracks: Reference, Account, Type, Value at policy price, Value charged, Margin leakage, Status, Detected on, Owner, Root cause, Notes
Flags automatically: Leakage over $5,000 when Margin leakage is over 5000 and Status is not Recovered and Status is not Written off
Waiting for review when Status is Detected
Recovered when Status is Recovered
Actions and automations: Tell pricing: Ask the pricing lead to review this exception.
Automation: When an exception is detected, tell pricing
Views and charts: All exceptions, Leakage by type, Leakage by root cause
Its agent: Watches every exception for the flags above, drafts the follow-up and waits for approval, at the autonomy level you choose.

Use cases

Part of these solutions

Commercial Excellence

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Questions

Frequently asked

Can we start from our own spreadsheets?

Yes. Import Excel or CSV and Neuclon maps the columns to the fields, or attach the sheet when you ask for the tool and it is designed around it.

Can we change it ourselves?

Yes. Ask in plain words, for example “add a downtime reason field” or “flag anything open more than 7 days”. Every version is kept.

How long does it take to start?

Minutes for the trial: it opens with sample data you can replace. A 30-day Sprint proves one improvement on your own data.

Start with this in your own workspace

Free for 30 days. It opens with sample data you can replace with yours, and every Business feature is included.

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