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Gems Setra Boosted Same-Day Shipping and NPS with AI Sales Order Automation

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Discover how Gems Setra—part of Fortive—transformed its order operations and customer experience with Conexiom’s self-learning AI for Sales Order Automation. From improving Net Promoter Score (NPS) and order accuracy to freeing up customer service teams for higher-impact work, this is the story of how modern manufacturers and wholesale distributors can deliver faster, more intelligent service—without requiring customers to change a thing.

Real Results. Lasting Impact.

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65% faster order processing

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More same-day shipments

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36% touchless processing

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Higher order accuracy

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10x improvement in customer feedback

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Improved NPS and employee satisfaction

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About Gems Setra

Gems Setra delivers sensing and monitoring technologies used in environments from operating rooms to combine harvesters. With customers ranging from OEMs to end users across industries, timeliness and accuracy are critical.

“We sell to OEMs, distributors, end users… You’ll find our tech in everything from operating rooms to combines.”
—Beth DeBont, Director of Customer Operations

What Makes a Great Customer Experience?

Speed. Accuracy. Reliability.

Beth shares what her customers value most—and why any delay in order processing, even by a few hours, can jeopardize customer satisfaction.

“Study after study shows customers want responses the same day… We set a goal of four business hours. We want to hit that every time.”

10X Voice of Customer Improvement

How AI Sales Order Automation Transformed NPS

Beth explains how Conexiom’s no-template, no-map AI engine dramatically improved NPS, voice-of-customer scores, and customer confidence.

“It’s worth it. Our NPS has gone up. VOC is 10x better. Customers are happier because we’re more accurate and faster.”

More Same Day Shipping, Happier Customers

65% Faster Order Processing—and Still Improving

Watch how Gems Setra cut average order processing times from over 7 hours to under 2.5—including engineering validation and pricing approval.

“AI learns from each PO, for each customer. That’s how we went from 5.5 minutes per order to 2.9—and we’re just getting started.”

36% Touchless Orders—and No Templates

Freeing Up Time for Value-Added Service

With over a third of orders now flowing through untouched, CSRs can focus on quoting, technical consultation, and proactive support.

“That 36% is huge. It lets us shift time toward strategic service, like open order reports and technical quoting.”

AI that Empowers Employees

Better Experience for Customers and Teams

Beth reveals how AI hasn’t replaced anyone—it’s empowered the team, reduced burnout, and helped CSRs deliver better support with less stress.

“We didn’t replace anyone. AI helped reduce our caseload from 600 to 400 per day. Now reps have time to focus and give better answers.”

No Change Required for Customers

Seamless Adoption = Happier Clients

Gems Setra customers didn’t have to change a thing. They kept sending orders the same way—only faster fulfillment and fewer errors followed.

“For most customers, nothing changed. They send orders the same way—and everything just works better now.”

Why Conexiom’s Self-Learning AI Stood Out

A Future-Proof Investment in Continuous Improvement

Beth breaks down what made Conexiom the right choice—including its AI-first foundation and vision for continuous learning and innovation.

“Other platforms were static. Conexiom was different—it’s learning, improving, innovating. That’s what sold us.”

Best Practices for Internal Rollout

Tips for IT, CS, and Change Management Teams

Learn how the Gems Setra team approached implementation, what they’d do differently, and how they got internal buy-in.

“If I did it again, I’d involve more CSRs earlier. Their insights helped us shape a better solution.”

Want to hear Gem Setra's full story?

MDM Webcast w/ Gems Setra | Using the Right AI Tools for the Job

Ready to See What AI Sales Order Automation Can Do for You?

Let Conexiom show you how vertical AI built for manufacturers and distributors can drive measurable, rapid impact—without disrupting your customers or your ERP.

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Ready to See What AI Sales Order Automation Can Do for You?

Let Conexiom show you how vertical AI built for manufacturers and distributors can drive measurable, rapid impact—without disrupting your customers or your ERP.

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