Your shared inbox isn't a queue. It's a pile your team sorts by hand.
Charge sheets, POs, and order changes land in one group inbox in every format imaginable. Deviceflow reads what arrives, matches it to the right case, and routes only the exceptions to your team — so order management runs itself.
The Problem
Customer service is where every order starts and where every billing problem comes home. POs arrive as bare numbers with no line data. Charge sheets come in as photos. Pricing doesn't match the contract. And until someone reads each one, finds the case, and keys it in, nothing downstream can happen. Your team isn't slow — they're doing the work your systems can't do for themselves.
Your Shared Inbox Isn’t a Queue — It’s a Pile You Sort by Hand
Charge sheets, POs, and order changes land in one group inbox in every format imaginable. Your team reads each one, figures out whose account it is, and splits the work up between them by hand before anything gets entered. There’s no queue that understands what arrived — just people triaging email all day.
What teams tell us“It comes into just a group inbox where we have multiple people managing the different accounts. So they kind of split it up themselves to take care of.”
Deviceflow reads every email and attachment the moment it lands, identifies the account, and routes each one to the right workflow — so the inbox is a queue that already knows what arrived.
A PO Arrives as Ten Numbers and a Surgery Date. Now Go Find the Case.
The bigger accounts send a PO as a bare list — a handful of PO numbers, a surgery date, a surgeon, no line items and no pricing. Your team manually ties each one back to the right case, often matching on the patient’s MRN number off a tiny sticker because it’s the only identifier that lines up. Every match is a manual hunt.
What teams tell us“Some of our bigger ones will send an email with maybe 10 to 12 PO numbers, just surgery date and surgeon, no details, no costing. And then we manually go and tie them to the right order.”
Deviceflow ties each incoming PO back to the right case automatically — matching on surgery date, surgeon, facility, and the patient MRN — so the hunt is already done when your team opens it.
You Wait Weeks for the PO — and Can’t Invoice Until It Shows
The case is done, the product is used, but the invoice can’t go out until the purchase order arrives — and that can take weeks. So the order sits, and someone on your team spends their day chasing the PO number from the sales side before billing can even start.
What teams tell us“We have to wait weeks, if not months, sometimes to get the purchase order.”
Deviceflow flags every case still missing its PO and routes the follow-up to the right owner automatically, so invoicing stops waiting weeks on a number nobody is tracking.
One PO on the Wrong Invoice Becomes a 90-Day Dispute
When a PO gets applied to the wrong invoice, it doesn’t fail loudly — it surfaces weeks later as a billing problem. Now it’s a dispute, a credit, and a rebill, and those take months to unwind, not days. The error is cheap to make and expensive to fix.
What teams tell us“They apply the PO to the wrong invoice, which leads to billing issues or credit rebills down the line. Our disputes on average take 90 days to resolve.”
Deviceflow matches each PO to its case before it reaches an invoice and surfaces anything it can’t place as an explicit task — so a misapplied PO is caught up front, not unwound months later.
Pricing Exceptions Bounce Through Five Hands Before Anyone Can Bill
A price that doesn’t match the contract kicks off a relay: fill out a form, send it to the pricing team, wait for approval, route it back to customer service to update the system — and hope nobody applied a PO in the meantime, because if they did, you’re back to a credit and a rebill. Your CS team sits at the end of that chain, cleaning up.
What teams tell us“If they’ve used an older price list and there’s a mismatch, we have to highlight that and kick it out.”
Deviceflow checks every charge sheet against contract pricing before it becomes an invoice and kicks out mismatches as a clean exception — no five-step relay, no credit and rebill.
How Deviceflow Solves It
| Capability | What It Means for You |
|---|---|
| Shared-Inbox Classifier | Reads every inbound email and attachment, recognizes charge sheets, POs, and order changes, identifies the account, and routes each one to the right workflow. The group inbox stops being the place work goes to get sorted by hand. |
| Auto-Matching Engine | Ties incoming POs to the right case using date, MRN, surgeon, facility, and more — even when the PO arrives as bare numbers with no line data. Surfaces what it can’t match as an explicit task instead of a silent error. |
| Missing-PO Chasing | Flags every case missing its purchase order and routes the follow-up to the right owner automatically, so invoicing stops waiting weeks on a PO nobody is tracking. |
| Pricing Validation | Checks every charge sheet against contract pricing before it becomes an invoice and kicks out mismatches as a clean exception — instead of a five-step form relay that ends in a credit and rebill. |
| Exception-Only Work Queue | One prioritized queue of what actually needs a decision, with the context already attached. Your team reviews exceptions instead of triaging an inbox — and nothing falls through when someone’s out. |
Shared-Inbox Classifier
Reads every inbound email and attachment, recognizes charge sheets, POs, and order changes, identifies the account, and routes each one to the right workflow. The group inbox stops being the place work goes to get sorted by hand.
Auto-Matching Engine
Ties incoming POs to the right case using date, MRN, surgeon, facility, and more — even when the PO arrives as bare numbers with no line data. Surfaces what it can’t match as an explicit task instead of a silent error.
Missing-PO Chasing
Flags every case missing its purchase order and routes the follow-up to the right owner automatically, so invoicing stops waiting weeks on a PO nobody is tracking.
Pricing Validation
Checks every charge sheet against contract pricing before it becomes an invoice and kicks out mismatches as a clean exception — instead of a five-step form relay that ends in a credit and rebill.
Exception-Only Work Queue
One prioritized queue of what actually needs a decision, with the context already attached. Your team reviews exceptions instead of triaging an inbox — and nothing falls through when someone’s out.
Go deeper on what matters to you
Billing Automation
PO matching, reconciliation, and invoice generation — same day, not same month.
Field Operations
Case coordination from intake to post-op — without the group texts and phone calls.
Inventory Management
Consignment, trunk stock, and transfers tracked across every location in real time.
Distributor Portal
One view across all your distributors. Standardized data without forcing process change.
What Customer Service Leaders Ask Us
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