Every year, in the US, more than $8.4 trillion dollars of business-to-business sales orders are processed manually. The approach is the same as it was in the 1980s: Customer service representatives (CSRs) take an order, and manually key it in, doing their best not to make a mistake. On top of this, they squeeze in as much real customer service as they can.
Many business leaders know that this is a dated, cumbersome process. They know it is rife with ineiciency and error. They want their CSRs to be able to focus on customer service, not mundane data entry.