Wholesale questions answered in minutes, not days
Fieldnote roasts for 40 cafés across Oregon. The roasters were also the inbox, so we gave wholesale questions a support agent that knows the price sheet and the delivery days.
Fieldnote Coffee
Coffee roaster
Support agent
Live since April 2025
The problem
Every café question meant someone stopping the roaster to check a spreadsheet, then writing a careful reply.
Inbox
Before the agent
Café Ruby
Is the Ethiopia back in stock?
Northside
What's the 20 lb price?
Bean & Co.
Can we switch to Tuesdays?
Little Fox
Last bag tasted off
Needs a person
Ferry Café
Do you deliver to Hood River?
Corner Cup
Need 3 extra bags Friday
Tilly's
Can we set up an account?
Needs a person
+ dozens more like these
Roasting stopped for email
Questions arrived all day and someone always had to step away.
The price sheet lived in one head
Tiers and minimums changed often and only Mia knew them by heart.
Delivery days caused mix-ups
Cafés guessed the route and ordered too late.
How it runs
One support agent with the price sheet, stock list and route. Here's how it answers a café.
Before and after
Three parts of the week, side by side: how they ran before the agent, and how they run now.
In the owner’s words
What the owner told us a few months in, with the two numbers that changed most.
Mia Torres
Wholesale lead, Fieldnote Coffee
“We stopped pausing the roaster for email. Cafés get the right price and the right delivery day, and I only see the questions that need me.”
68%
of wholesale questions answered by Bloop
12 hrs
back each week
Next story
Another small team, another week that got lighter.
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· Ops agent
Invoices matched and chased without a spreadsheet
The ops agent files every receipt, matches it to a project and only asks Priya about the odd ones.