SUCCESS STORY

Automation of incoming orders at Group Nivelles.

Group Nivelles

90%

automation of incoming orders

70 hours

reduced monthly order processing time

< 1 year

payback period

Processing incoming orders. The nightmare of every backoffice team in manufacturing companies. Depending on the complexity of the company and products, processing these incoming orders usually takes up a lot of manual time and is error-prone. At Group Nivelles they realized that the efficiency gains from automating these orders would have a major impact not only on the customer and employee experience, but also on the processing costs. In this case, you’ll get a deep dive into how Group Nivelles is using Metamaze to automate incoming orders.

The challenge

Every day tons of orders are entering the Group Nivelles mailboxes. Usually pdfs. The back office team used to process these orders manually, but that resulted in 2 big challenges.

Challenge 1: custom-made products result in complex orders

Since Group Nivelles is well known for custom work and literally anything is possible, this resulted in a complex product range. Training the back office sales team to do the job autonomously usually took up to 1,5 years. 

Finding good people is a hassle for everyone in our industry. We have a complex product range and it usually takes up to 1,5 years for an new employee to be ramped up.

Bart Nivelles | CEO Group Nivelles

Together with Jorosoft, they decided to build a product configurator to make the job easier for them. But still… another challenge popped up.

Challenge 2: processing orders was time-intensive and error-prone

While it becomes easier for their salespeople to get to know the product range and build custom-made solutions, the processing of standard orders (which is also a big part of their work) takes a lot of time. On top of that, the process was error-prone. The entire management team was convinced that time spent on manually processing orders is time lost. This means that their salespeople are not able to use this time to help clients. It was a no-brainer to start automating this work and so the quest for a solution began…

Our backoffice team was processing all these orders manually. We believed this is not valuable work and we wanted to free them from that work so they could focus on interactions with clients and improving customer experience.

Jan Van den Bulck | Business Controller Group Nivelles

The solution

Group Nivelles is not new in the automation landscape. Since a couple of years, the company is already processing invoices with OCR. OCR works well for pre-defined templates, like invoices, but with tons of variations in documents and products, OCR would not be able to automate this. They needed an intelligent solution. And that’s where IDP comes in.

Together with Metamaze and partner Jorosoft, we began exploring how we could help them automate these orders.

So how does it work?

  1. Incoming orders in mailbox are forwarded into Metamaze
    Our partner Jorosoft created an integration through API with Metamaze so incoming orders are automatically imported into Metamaze
  2. Information extraction in Metamaze
    From there on, the data extraction part in Metamaze starts. Our AI models are trained to extract information like client, delivery address, product, …
  3. Through another API the extracted information is automatically inserted into a new order in the ERP system of Group Nivelles
  4. The back office team verifies the order.
Group Nivelles: Metamaze pipeline

The result

The backoffice team of Group Nivelles that used to do repetitive data-entry work, now have a new exciting job. There is more room for customer interactions since up to 4 minutes per order is saved. On top of that, they now have become AI operators and invest only a small amount of time every week to keep on training the AI models so the automation rate even improves over time.

Better employee and customer experience

The backoffice team of Group Nivelles that used to do repetitive data-entry work, now have a new exciting job. There is more room for customer interactions since up to 4 minutes per order is saved. On top of that, they now have become AI operators and invest only a small amount of time every week to keep on training the AI models so the automation rate even improves over time.

ROI

Group Nivelles is already processing 90% of orders automatically. This results in:

  • 📉  Monthly order processing time reduced by 70 hours
  • 💰  Processing cost reduced with 64%

The collaboration

While it was a no-brainer to invest in a solution to automate these incoming orders, choosing a technology vendor is not something you do overnight. So why did Group Nivelles decided to work together with Metamaze?

Efficiency gains and short payback period

After an extensive potential ROI analysis, the financial department discovered that our platform has a very interesting payback period and has a lot of potential in terms of efficiency gains, which is also visible in the early results of the collaboration.

User-friendly platform

After a demo, Group Nivelles was convinced that our platform is one of the most user-friendly IDP platforms out there. Being able to maintain the platform themselves without having to pay consultants was a major benefit.

Scalability

The third reason was that Metamaze is not a niche platform and can be scaled across other processes and documents in the future.

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