Duplast case: Specialist in food packaging

Focus

Duplast, a Limburg-based distributor of food packaging, processes hundreds of customer orders every day via multiple channels, such as e-mail, phone and dedicated portals. Each customer segment uses its own product codes and delivery preferences. This complexity made order processing time-consuming, error-prone and difficult to scale.

Together with Hyperfox, Duplast has transformed its order process with end-to-end automation. The result: fewer peaks on the customer service team, fewer errors in the order flow and a more proactive customer experience.

A Family Business Serving Diverse Customer Segments

Duplast is a Limburg family business that distributes a broad range of food packaging, supplying both wholesalers and industrial customers. As a distributor, they operate in a dynamic B2B ecosystem.

Because of this diversity in customer groups, orders arrive in many different formats: anything from a simple e-mail with text, a PDF purchase order, an Excel list, EDI messages or an e-mail containing a link to a B2B portal. With customer centricity at the heart of their approach, this “we’ll take care of it for you” philosophy created challenges in the order intake process.

Duplast faced a clear challenge: preparing its order process for further growth, with fewer errors, faster processing and scalability as key priorities.The product catalogue is broad and complex: each product can be ordered in multiple packaging units, such as box, layer and pallet. On top of that, many customers use their own internal product names and codes.

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Before Hyperfox

Fragmented Communication

Orders came in through multiple channels: e-mails with PDF or Excel attachments, phone orders and even handwritten order slips. There was also an additional inflow via customer portals.

Complex, Customer-Specific Product Catalogue

The product catalogue is broad and complex: each product can be ordered in multiple packaging units, such as box, layer and pallet. On top of that, many customers use their own internal product names and codes.

Operational Peak Loads

At peak times, order intake created extra pressure on the customer service team, which cascaded down to the warehouse. This sometimes led to inefficiencies and incorrect deliveries.

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Towards an Automated Order Process with Hyperfox

From Inbox to Validated Order in Seconds

Orders arriving in the Microsoft 365 Outlook inbox are automatically forwarded to Hyperfox. The Hyperfox AI Order Agent then handles data extraction and pre-validation. A final check is performed by the customer service team.

Instead of manually retyping every order into Exact Online, staff now validate orders in seconds.

Connected to Exact Online

Hyperfox is integrated with Duplast’s Exact Online ERP system. A real-time data copy is created of the customer list, product portfolio, price lists and customer-specific conditions. The connection with Exact Online runs via a direct integration with Hyperfox.

Nudging Customers to the Order Form‍

In addition to e-mail automation, Hyperfox provides Duplast customers with a personalised online order form. Each customer can consult only their relevant part or the full product catalogue and easily place and repeat orders from there.

Fewer e-mails, more structure.

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From Reactive to Proactive Customer Service

• Within just 3 months, more than 50% of all orders run fully automated, without manual intervention.
• Customer service gains on average 2–3 hours per day. That time is now invested in customer relationships, quality tasks and process improvement.
• No more delayed orders: the warehouse receives orders faster, which enables quicker picking and shipping.
• Employees report that their work feels more meaningful, with fewer repetitive tasks and more focus on exceptions and customer dialogue. Service quality is lifted to a higher level.

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Customer Voices

“Thanks to Hyperfox, I gain up to 3 hours a day on processing orders. I no longer have to type anything manually, I just validate. For me it’s important to keep control over the entire process; nothing can go wrong, and Hyperfox delivers on that. I finally have time for proactive customer contact.”
Almina, Customer Service, Duplast

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“We chose Hyperfox not just because they’re a Limburg startup with drive, but because the founders bring many years of experience in the supply chain sector. They understand the finer details of our order process like no one else and share our commitment to true customer centricity.”
Jonas Paulussen, Director, Duplast

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“A change process like this is never completely smooth; it’s a big shift for people, organisation and technology. Hyperfox takes that challenge seriously and keeps going until the user experience is fully on point. You’re not just buying a platform, you’re buying the expertise and the method of the Hyperfox team.”
Steven Maes, CEO, Duplast

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