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.
How price agreements work
Which price applies, and why is this line flagged?
An account's agreement rate always beats list. If a line is keyed at list when an agreement exists, validation flags it before it ships, not after the customer queries the invoice.
Owned by Beau Harrington
Minimum order value and freight
Why has freight been added to this order?
Each account has a minimum order value. Below it, freight applies unless somebody waives it and records who.
Owned by Beau Harrington
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.