Fallon’s Home and Hearth: Delivery Logistics + Phone Automation

Fallon’s Home and Hearth manages recurring pellet deliveries and customer orders across multiple systems:

• Multi-Touch Pro (MTP / Odoo) for orders, customer information, inventory status, and lifecycle states
• Airtable for delivery scheduling (routes, loads, and drop sequencing)
• Ongoing phone and email interruptions during planning

Delivery planning required constant cross-checking across tools, sequencing loads, and adjusting routes in real time.

Weekly delivery scheduling was a high-friction, interruption-heavy process. Planning required:

• Reviewing order records and customer details
• Confirming inventory status
• Updating routes, loads, and sequencing
• Responding to interruptions (phone/email) mid-planning

The result was ~10–15 hours per week spent on planning alone, with higher cognitive load, more context switching, and an increased risk of scheduling errors.

Phase 1 — Delivery Logistics Assistant (FHH-1)

We built a workflow-specific assistant that integrates directly into existing systems and reduces manual coordination overhead.

• Integrated with MTP / Odoo (orders, inventory, lifecycle state)
• Integrated with Airtable (routes, loads, drop sequencing)
• Supports direct schedule updates with explicit human review + confirmation before changes

Phase 2 — Pellet Line Phone Assistant (FHH-2)

After internal planning was stabilized, we addressed inbound call friction with a production voice agent.

• Retrieves live inventory + pricing from MTP
• Performs delivery-status lookups against the scheduling database
• Escalates to humans when information is missing, inconsistent, or outside policy

Internal Operations (FHH-1)

• Reduced planning time from ~10–15 hours/week to ~30 minutes or less
• Improved planning accuracy
• Fewer interruptions during scheduling
• More consistent execution of delivery workflows

Customer-Facing Operations (FHH-2)

• More accurate, consistent customer communication
• Reduced customer confusion around delivery status
• Deflection of routine inbound calls
• Live inventory/pricing visibility at time of inquiry

Note: Revenue/customer satisfaction metrics were not formally recorded in the engagement tracker. The case study focuses on documented operational outcomes.

This engagement succeeded because the system was:

• Workflow-specific (built around real operational processes)
• Integrated (embedded into existing tools rather than replacing them)
• Controlled (human review gates before schedule changes)
• Stewarded (supported through ongoing engagement)

This pattern applies to businesses that:

• Coordinate recurring deliveries or logistics
• Operate across multiple systems and databases
• Spend significant time on planning, scheduling, follow-up, or coordination
• Handle frequent inbound operational inquiries