System
How we do it
The standard operating procedures, the product knowledge and the pricing rules, written down and searchable. Every answer is a page somebody owns and reviewed, with the record it is about one click away.
The account is on stop
A customer is on stop and wants to order. What can I do?
Nothing ships without a release. Karl approves releases, and only for the lines that were released, not the whole order.
Owned by Tanya Vukovic
Raising a credit for a return
A customer wants to return something. What happens?
The customer raises it against the delivery it came on. Approve, collect, then credit. The stock either goes back on the shelf or is written off, and that is recorded separately.
Owned by Tanya Vukovic
Why this is written down rather than generated
You said the intent was to put thirty years of your own knowledge somewhere the team can reach it. The hard part of that is not the search box, it is getting the knowledge out of your head and onto a page that somebody owns and reviews. That is what this is. Each answer has an owner, a review date, and a link to the record it is about, so when somebody acts on it and it turns out to be wrong, there is a page to correct rather than an answer that came from nowhere.
A chat box over the top of this is a small piece of work and it can come later. It would read these pages. They still have to be right.