Modernizing JanSan Orders and Growing Margins

Manual Orders Consumed Entire Workdays

At Alpha Eagle, the order desk used to feel like a call center. Every day, customers would phone in their orders, or send them by text, email, and sometimes even fax. Two staff members were left scrambling to keep up, writing details on scraps of paper before entering them into the ERP whenever they could find a spare moment.

On a typical day, about 50 orders would come through, and it took the team nearly 16 collective hours just to process them. Each call might last anywhere from three to fifteen minutes, which meant while one customer was talking through a list of items, others were stuck waiting on hold.

“We had orders coming in from every corner of communication,” recalls Operations Manager Mohammad Shahid. “It was very intense and the phone never stopped ringing!”

The system was stressful for staff and frustrating for customers. Mistakes were common, handwriting was hard to read, and details were often misheard over the phone. Late orders placed after the 4:30 PM cutoff created even more tension, forcing employees to stay late and scramble to adjust deliveries.

“Receiving orders was one thing,” Mohammad explains, “but being on the phone 40–50 times a day created real customer service issues.”

A Digital Front Door for Every Customer

Everything changed when Mohammad was introduced to Pepper. Instead of juggling calls and scraps of paper, the order desk now sees every order flow in through one digital channel. Customers browse the catalog on their own time, search for products, and submit orders instantly. With digital cut-off times and automatic confirmations, everyone knows exactly when orders need to be placed and what to expect next.

The new process has done more than save time. It’s opened up space for the order desk team to play a more consultative role. Staff can now spot when a customer hasn’t ordered a usual product, flag it with a sales rep, or suggest alternatives directly through Pepper’s in-app chat.

And when turnover happens at a customer account, onboarding new buyers is seamless. Instead of starting from scratch, the new contact can see order history, price guides, and notes right in the platform.

“It’s the modernization of the sales force at the end of the day,” Mohammad says. “Now we meet customers where they want to be—online, on their schedule.”

Efficiency, Accuracy, and Growth

“With Pepper, we can scale like the larger guys while staying nimble,” Mohammad says. “We’ve gone from reactive to proactive—and we’re growing margins in the process.”

Since adopting Pepper, Alpha Eagle has transformed the way it does business. What used to be a bottleneck is now a growth engine.

The most immediate win was time. Order entry that once took two staff members their entire day is now handled in minutes. Freed from data entry, the order desk has shifted into a role that directly supports sales. “They’ve gone from being purely admin staff to having sales value to us,” says Mohammad.

Operational headaches have eased as well. With Pepper, customers can no longer slip in orders late in the day and expect special treatment. Cutoff times are clear, confirmations are automatic, and errors from phone calls and handwriting are gone. “It’s gone from reactive to proactive,” Mohammad explains. “Customers know if they don’t place the order in time, it won’t arrive when they expect it.”

The shift has also unlocked new revenue. Using Pepper, Alpha Eagle has increased penetration of high-margin Jansan products—items like cleaning supplies and dispensers that every customer needs but reps were not actively selling. Customers are also browsing and discovering products on their own. “Nine out of ten times, if we show it, they’ll order it,” says Mohammad.

Finally, customer onboarding is smoother than ever. When a new buyer steps in, they can immediately view their store’s order history and product guide, eliminating misorders and mistakes. “Before, we’d have incorrect orders,” Mohammad explains. “Now they can look at history and place the right order from day one.”

For Mohammad, these changes aren’t just operational - they’re strategic.

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