EMR Shielding Solutions: our own e-commerce back office, run on WebKMS

The challenge

EMR Shielding Solutions is our own company. It sells EMF and RF shielding materials to homeowners, contractors and businesses through its Shopify store, Amazon and Home Depot. A small team covers procurement and accounting, marketplaces, and support and operations. Every one of those jobs had the same problems:

• Phone calls came in when nobody was free to answer.
• Orders arrived from several channels, each with its own fraud and fulfilment risks, and unfulfilled orders were easy to lose track of.
• Shipping was split across a shipping platform, a prepaid cross-border label account and marketplace shipping, so costs and plan limits were hard to see.
• Supplier sourcing ran over email and chat with many overseas factories and trading companies.
• Warehouse receiving counts arrived by email, and nobody systematically checked them against invoices.
• Payments, card authorisations and subscriptions were spread across many inboxes and dashboards.
• Customer comments on the store blog went unanswered.

What we built

1. AI receptionist on the company phone line. The WebKMS AI receptionist answers EMR's phone line. It handles common product and order questions and passes the rest to the team.
2. Help-desk monitoring. An AI agent checks the support inbox and help desk several times a day and flags anything urgent or overdue. EMR's past support history was anonymised and used to ground draft replies in how the team actually answers customers. A person reviews every draft before it is sent.
3. Shopify order watch. Every new order is checked for fraud signals, such as mismatched billing and shipping addresses, the platform's risk level and repeat-buyer history. Unfulfilled orders are tracked by age, so a late shipment gets noticed.
4. Shipping and labels. The agent reviews the shipping-platform account and compares UPS rates across two carrier accounts for common box sizes and destinations. It also reconciles prepaid label-account top-ups against card statements.
5. Supplier RFQs. The agent researches suppliers and checks whether each one is a real manufacturer or a trading company, using business registries, certifications and sister brands. It keeps a supplier log and drafts RFQs and follow-ups, which the team sends after review.
6. Stock count tracking. Each weekday afternoon, the agent reads the warehouse's receiving-count emails and matches them line by line against the supplier invoice, purchase order and packing list. It flags partial deliveries, shortages and resent count emails.
7. Daily brief. Each weekday morning, a brief built from Search Console and store data covers traffic, top queries and pages, big movers, and anything that needs attention.
8. Payments tracking. A weekly receivables check runs across the stores and inboxes, alongside a reconciliation of card statements against subscriptions.
9. Blog comment alerts. New comments on the store blog become help-desk tickets, so they get answered or moderated.

People stay in charge. The agents read, check and draft. People on the EMR team approve and send anything that goes to a customer, supplier or marketplace.

Results

• Phone: as of October 28, 2026, the AI receptionist has answered 2,125 calls on EMR's line. That is about 60 hours of conversation, with an average call of under two minutes. From December 2025 to September 2026 it handled between 116 and 278 calls a month.
• Stock counts: in its first two weeks (October 14 to 27, 2026), the tracker checked 11 delivery counts against invoices and purchase orders. It caught one partial delivery with boxes still outstanding and one small fabric shortage of 0.38 yd against the supplier's proforma.
• Shipping rates: the shipping review produced 740 UPS rate quotes across two carrier accounts, covering common box sizes and destinations, so each shipment can go on the cheaper account.
• Payments: the weekly receivables check caught a shipped order whose card authorisation had expired before payment was captured, early enough to follow up.
• Daily brief: delivered every weekday morning since October 12, 2026.

Tools used

WebKMS AI Phone Reception · Executive AI agent · Email & Order Intake · Document Automation · Daily brief. These connect to EMR's own systems: Shopify, Amazon Seller Central, the Home Depot supplier portal, ShipStation, Stallion Express, UPS, Gmail and the help desk, Google Search Console and Stripe.