Global chocolatier automates triaging and processing of product sample orders

Industry : Manufacturing

Function : Operations


$180k+ saved annually

$180k+ saved annually

Faster order processing

Faster order processing

Users time has been freed up​

Users time has been freed up​

Company Profile

Global confectionery leader known for bringing goodness through its chocolate, sweets, mints and other great-tasting snacks. Approximately 18,000 employees deliver these delicious, quality products globally. The company has more than 80 brands around the world that drive over $7.4 billion in annual revenues.

Scope Highlights

  • SAP order entry
  • Email
  • Business rules for triaging
  • PDF reader

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Chocolatier often must send samples to their different clients and distribution centers. The order process begins with the completion and submission of a sample request form to a shared email box. A separate team monitored this email box, retrieved the sample order and entered it into SAP which initiated the fulfillment process. In order not to miss critical sample orders, the team needed constantly to monitor the email inbox.​ Management wanted to automate the sample order process to ensure fulfillment speed and reduce the internal team’s workload.


Eliminating the need for people to be on constant alert for sample orders, the automation checks the inbox on a defined schedule throughout the day and can be run on demand. It reads each email and uses rules to determine which ones should be processed automatically and which ones still need to be handled manually. Thereafter, it processes its orders and sends users a summary status report on all received orders, including links to emails for manual processing.