The line about the inside of the building being instrumented while the perimeter is not sums up a gap that WMS and ERP projects rarely scope. Calling the appointment a promise to people who do not work for you is a good way to explain why a whiteboard fails: carriers, receiving and inventory each end up with a different version of the truth. Starting with a self-service slot to replace the phone queue seems like the right first piece, since it creates the structured record everything else depends on.