Every answer as precise as the product
How NUVITA runs all internal and external communication through aishaa and as a result responds faster and more precisely, from quote request to delivery question.
In short
Ambition
In production, everything revolves around precision. NUVITA wanted that same precision in its communication, internally and with customers.
Approach
All internal and external communication brought together in one environment, with AI that reads along, prepares context and suggests replies.
Result
Customers get a precise answer the same day, and coordination between the office and the production floor runs through one place.
About NUVITA
NUVITA has been a reliable partner in tabletting, encapsulating, coating and packaging food supplements for over twenty years. The family business from Haps handles the entire journey from raw material to packaging, for orders from one hundred thousand units.
Its customers are brands and entrepreneurs who have their supplement produced. They only want to be sure of one thing: that the product is right, and that the agreements are right.
Every question about a formula, a batch or a delivery therefore deserves an answer as precise as the product itself.
Industry
Production: food supplements
Target group
Brands and entrepreneurs who have food supplements produced
Services
From raw material to packaging: purchasing, mixing, tabletting, coating, encapsulating, packaging
Company
Family business, active for over twenty years
Office
Haps
Quality
FSSC 22000 certified, the internationally recognised standard for food safety
The starting point
A customer emails on Monday morning about a current order: when will it be delivered, and can the packaging still be changed? Answering that question properly requires information from planning, quality and the production floor.
That information was always there. But gathering it took time: coordination ran through separate mailboxes, phone calls and the corridors, and the answer depended on who was in that day.
Three developments made this more noticeable:
More customers, more customisation
Every formula, every format and every packaging is different. The more orders are running, the more digging sits behind a seemingly simple question.
Office and production work on the same order
Sales, planning, quality and the production floor each hold part of the answer. That's a strength, provided everyone is looking at the same picture.
The bar is high
In a production environment, a small misunderstanding about a specification is a big problem. What you promise a customer has to be right, down to the detail.
“In the factory we double-check everything. Our communication deserves the same care.”
Freek van Dreumel, director at NUVITA
Why aishaa
NUVITA first looked at the usual route: an extra mailbox, or a separate ticket system for customer questions. Both make sending messages easier. Neither makes sure everyone is looking at the same picture.
“We didn't want to email faster. We wanted everyone looking at the same picture.”
Freek van Dreumel, director at NUVITA
What the company was looking for was one environment where customer contact and internal coordination sit side by side, so that every employee has the complete picture for every question, and every agreement automatically ends up in the right place.
Quality, control and the role of AI
In a company where food safety and precision come first, the question "what exactly does the AI do" is no side issue. So it was answered up front.
AI prepares, the employee decides
Within aishaa, AI summarises the context and suggests replies. Nothing goes out to a customer without an employee having read and approved it. Commitments about formulas, planning and deliveries remain human work.
Every step is traceable
For every message it is recorded what was communicated, when and by whom. That makes agreements not only retrievable, but also easier to audit than with separate mailboxes.
Data stays where it belongs
The setup was assessed against the GDPR, with agreements on processing, retention periods and access rights that fit commercially sensitive customer and product information.
Tailored access
Not every employee needs to see everything. The permission structure follows the roles within the company.
The implementation
A few weeks from kick-off to go-live, with attention up front for setting up company knowledge, data processing and access rights.
Step 1
Starting with the moments that matter most
We started with the moments that matter most to NUVITA: a quote request, an order status question and a specification change. Those three determined which information had to be instantly visible for every question.
Step 2
Communication connected, company knowledge set up
Email and internal communication are connected, so orders, agreements and correspondence are directly visible for every question. After that, the company knowledge was set up: working methods, the production process and the clear, direct way NUVITA communicates.
Step 3
Reviewed the controls with the team
Finally, the team went through how the controls work: what AI suggests, what the employee checks, and how agreements are recorded.
How it works now
The same customer question, the same Monday morning. The employee picking it up immediately sees:
The reply doesn't start with checking around, but with: "Your order is scheduled for Thursday, and the changed packaging can still be included."
And afterwards the commitment is recorded with the order, without anyone having to set aside time for it.
The results
Office and production floor, one memory.
messages drafted with a suggested reply, always reviewed by an employee.
less time spent digging up order and product information.
2 working days → same day
substantive answer to a customer question.
from the director
Customers notice the difference: they get an answer faster, and it's right first time.
Freek van Dreumel, director at NUVITA
Looking ahead
NUVITA wants to move from reacting to looking ahead. Recurring questions, such as the status of an order, are being automated further and further, so the team keeps time for questions that really need attention.
The company is also exploring how to communicate more proactively around planning and deliveries, so customers are informed before they even have to ask.
Smarter customer contact here doesn't mean sending more emails. It means: every answer as precise as the product going out the door.
Sound familiar?
In a production company too, customer trust stands or falls with precise communication. We're happy to show you how that works, in your environment as well.