A custom ERP for an online store: how Bilkalek put couriers, warehouse and calls on one screen

Off-the-shelf systems make you work the way they do. Bilkalek wanted the opposite.

When we started working with Bilkalek, orders lived in several places: in the online store, in a shipping-label tool, in spreadsheets and in the heads of the warehouse team. The clearest symptom was in the reports: around a hundred parcels that had actually come back were still marked as "sent". The numbers never added up.

The answer wasn't another tool. It was one system, built around how this particular store works.

Bilkalek's ERP has been running since 13 August 2026. Here is what's inside — and what we learned while building it.

All orders in one place

Orders come in on their own — from the website, from the phone orders the AI agent takes, and from the other sales channels. Every customer has a history: what they ordered before, what they said on the phone, whether there is an open complaint.

The system recognises returning customers and gives them a 5% loyalty discount. Nobody has to remember who ordered before.

Couriers and labels in one click

Bilkalek ships with Econt, Speedy and Pigeon. Instead of three websites and three kinds of shipping labels:

• a shipping label in one click for every courier;
• all labels in one PDF, together with a packing list for the warehouse — printed in one go;
• printed labels are marked — you can see which label has already been printed, and printing it again is a deliberate choice, not an accident;
• an SMS to the recipient for Econt parcels.

The office the customer typed by hand

Customers type the courier office however they like: "Econt near the market", "Speedy on Levski", sometimes just the town. The system recognises the clear cases by itself. The unclear ones — about one order in five — are flagged, and with one button the AI agent calls the customer to check.

Calls sit next to the order

The system has "Call" buttons — for the office, a delayed parcel, an item out of stock, a quantity, or merging orders. A team member presses one, the agent has exactly that conversation, and the recording, transcript and outcome appear next to the order.

You'll also find:

• "Cases" — complaints and returns, together with the call, until someone closes them;
• a "Do not call" list — anyone who doesn't want calls doesn't get them;
• blocked customers — people the store no longer wants to work with.

The warehouse: a scanner and a red screen

When packing, the team member scans the barcode of every product. Wrong product — red screen, before the box is closed. The system also counts how many parcels each person has packed — no spreadsheet, no need to ask anyone.

The numbers the owner looks at

The statistics page shows what matters for an online store that sells with cash on delivery:

• turnover and money in transit — collected by the courier but not yet paid out;
• losses from uncollected parcels — delivery both ways for nothing;
• gross profit;
• unanswered and dropped calls;
• orders with a call and without one — to see where the call actually helps.

Courier payouts are uploaded as a file and matched against the orders.

An AI assistant inside the system

One of the latest additions: an assistant inside the panel itself. You can ask it, for example, how many parcels have been waiting at an office for more than three days, or tell it to change something. It answers and proposes the change, but nothing runs until a person presses "Confirm".

How to build an ERP people actually use

A few things turned out to matter more than the features themselves:

The first version is small. We launched the core — orders, couriers, labels — and built on it from there. The store pays for something that works, not for a plan.

The words are the store's words. The screen says "waiting for a label", not "status 4". Nobody needed training.

Changes come from the people who use it. The owner's list of requests is past a hundred items — a new button, a new column, a new courier rule. Most take days, not months.

When a custom ERP doesn't make sense

If you have twenty orders a month and one courier, off-the-shelf software and a spreadsheet will do. A custom ERP makes sense when:

• orders come from several places;
• you ship with more than one courier;
• more than one person works in the warehouse;
• you lose money on things nobody sees in time — uncollected parcels, wrong offices, duplicate orders.

If you recognise your store here, see what a custom ERP system includes or read how AI agents answer the phone for Bilkalek. The first meeting is a conversation about how you work today — not a presentation.

Octupo — AI voice agents, automations and custom ERP contact@octupo.com