Challenge
TUL is a Colombian marketplace for construction and hardware supplies, helping hardware stores compare products, prices, and delivery options from distributors. Behind that buying experience, finance and operations teams have to keep customer balances, payment commitments, and purchase orders moving.
Collections and purchase-order follow-up crossed phone calls, WhatsApp conversations, and internal records. Each interaction could create a new promise, confirmation, delivery date, dispute, or exception, but the next action still depended on a person reconstructing the context and deciding who should follow up.
Solution
TUL deployed Soberan AI agents to coordinate outreach over voice and WhatsApp. Before contacting a customer or supplier, the agent resolves the relevant account, obligation, purchase order, conversation history, and approved follow-up policy.
For collections, the agent can place a structured voice call, verify the contact, present the reason for the outreach, capture a payment commitment, and continue the interaction on WhatsApp when written context is useful. Disputes, sensitive cases, and policy exceptions are routed to a person with the full interaction attached.
For purchase orders, the same operating pattern follows open confirmations, promised dates, delivery changes, and unresolved issues. Every response updates the shared record with an outcome and next action, so the team can supervise the queue instead of rebuilding it from separate calls and chats.
Results
Collections and purchase-order follow-up now run as one governed operating loop across voice and WhatsApp. Routine outreach can continue consistently, while the team focuses on negotiations, exceptions, and decisions that require human judgment.
Each interaction leaves a structured result: who was contacted, what was confirmed, which commitment or delivery date was captured, what exception was raised, and what should happen next. That gives finance and operations a shared queue with traceable context instead of isolated conversations.
- structured collections outreach
- Voice
- context-preserving follow-up
- purchase-order next actions tracked
- PO