Case Duplast

A genuine Limburg family business with diverse customer groups

The Limburg-based family business Duplast distributes a wide range of food packagingand supplies it to wholesalers and industry. As a distributor, they operate in a dynamicB2B ecosystem.

Given this diversity of customer groups, orders come in many different formats. Theserange from a simple text email, a purchase order in PDF format, an Excel list, EDI or anemail with a link to a B2B portal. As customer focus is key, this customer conveniencedoes present challenges during order intake.

Duplast is therefore faced with the challenge of preparing the ordering process forfurther growth — with a focus on fewer errors, faster processing and scalability.

Challenges (before Hyperfox)

• Fragmented communication.

Orders come in through multiple channels: emails withPDF or Excel attachments, telephone orders or handwritten receipts. There is also aside inflow via customer portals.

• Personalised product catalogue.

The product catalogue is extensive and complex:each product has multiple packaging units – box, layer, pallet. Customers also usetheir own names within their own product range.

• Operational peaks.

At peak times, order intake puts additional pressure on customerservice, which then spills over into the warehouse. This sometimes leads toinefficiency and incorrect deliveries.

Solution (the Hyperfox approach)

• From mailbox to validated order in seconds.

Orders from the Microsoft Outlook 365inbox are forwarded to Hyperfox. There, the Hyperfox AI Order Agent gets to work ondata extraction and pre-validation. The final check is then carried out by customerservice. From now on, they check orders in seconds, instead of manually retypingthem into Exact Online.

• Connection with Exact Online.

Hyperfox was linked to Duplast's Exact Online ERPsystem. This involves making a real-time data copy of the customer list, product range,price lists and customer-specific conditions. The link with Exact Online is via directintegration with Hyperfox.

• Nudging customers towards the order form.

In addition to email automation,Hyperfox also offers a handy personalised order form for Duplast's customers. Eachcustomer can consult their own or the entire product catalogue and easily place andreorder from there. Fewer emails, more structure.

From reactive to proactive customer service

• Three months after launch, more than 50% of orders are fully automated, withoutmanual intervention.
• Customer service gains an average of 2–3 hours per day. Time that is now used forcustomer relations, quality tasks and process improvement.
• No more delayed orders: the warehouse receives orders faster, allowing us to pick anddeliver more quickly.
• Employees reported that their work became more valuable – fewer routine tasks,more focus on exceptions and customer dialogue. This takes customer service to aneven higher level.

Learning experience

The Duplast case shows how fragmented order channels and customer-specificcomplexity can slow down an organisation's growth. By automating their ordering processwith Hyperfox, customer service evolved from time-consuming retyping to rapidvalidation and proactive customer support.

The link with their ERP and the use of AI made it possible to reduce errors, avoid peakpressure and allow employees to do more valuable work. This transformation illustratesthat successful digitisation requires not only technology, but also a thoroughunderstanding of processes and strong guidance for people.