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Customer case studyFood e-commerce • Fresh, handmade brownies

The Brownie Box automates delivery and order handling while preserving its brand voice

NexReply recognises recurring delivery questions, matches them to approved instructions and enriches replies with order and shipping data from Shopify, PostNL and Monta, on-brand and in every language.

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The Brownie Box

Thanks to NexReply, we answer customer emails faster and more consistently: often at the touch of a button, and fully automatically wherever possible.

The Brownie Box The Brownie BoxE-commerce Team
78%

Automated

Of recurring support tickets processed entirely independently

3 integrations

System integration

Direct data connection with Shopify, PostNL and Monta

Check

Retained

The team keeps control where needed through manual approval

About the customer

About The Brownie Box

The Brownie Box makes fresh, handmade brownies in its own bakery in Bemmel. Craftsmanship, quality and reliable delivery are central. In customer communication, too, the team wants to remain fast, personal and attentive.

About The Brownie Box

The problem

The challenge: repetitive delivery questions and scattered context

Questions about delayed or undelivered parcels came up regularly. Answering them properly required checking information in several systems. This created repetitive work and made a fast, consistent response more difficult.

Most common email scenarios

  • Where is my parcel? (Delayed delivery)
  • Parcel not received (Status checked)
  • Address changes and shipping options

Support workload calculation

Manually looking up information in Shopify, PostNL and Monta took the team a lot of time.

  • Constant interruptions for the team
  • Longer response times: hours spent waiting for live data
  • A growing need to hire additional staff
3 toolsShopify, PostNL & Monta

The decision

Why NexReply?

Staff had to look up parcel statuses and shipping options manually. This caused peaks in the workload.

Before

  • Hours of manual inbox work each week
  • Hours spent waiting for live data from PostNL and Monta
  • Risk of higher staffing costs
  • No real-time logistics and fulfilment integration

With NexReply

  • 78% of tickets handled automatically
  • Real-time integration with Shopify, PostNL and Monta
  • No additional staff needed as the business grows
  • Preserve a personal, warm tone

Non-negotiable requirements:

  • Automate 78% of repetitive support questions.
  • Consistent replies based on order and shipping data.
  • Shopify, PostNL and Monta connected.
  • Preserve the brand's personal voice in every customer reply.

The approach

The solution: NexReply as an intelligent automation layer

The Brownie Box implemented NexReply as the central engine behind its support inbox. Incoming messages are classified within seconds. When the required data is available and the question falls within the predefined business rules, NexReply immediately prepares and sends an accurate reply.

Configured automations

Delayed delivery

Immediately informs customers about delays and expected delivery.

Parcel not received

Provides current status updates and helps with follow-up.

Address changes

Automatically sent the correct instructions and options.

Tracking updates

Retrieves the live status and proactively updates the customer.

Shipping & Fulfilment

Matches questions with current statuses and delivery dates.

Responses are based on:

Tone of voice

Clear, helpful and appropriate for The Brownie Box.

Business rules

Replies based on approved instructions and current data.

Live context & data

Order, shipping and tracking data from Shopify, PostNL and Monta.

Operational process flow

6 steps from incoming email to resolution

  1. Email arrives

    The customer emails support@thebrowniebox.nl

  2. Question type identified

    NexReply analyses the exact intent

  3. Current data retrieved

    Order, shipping and tracking data

  4. Rules checked

    Business rules and templates checked

  5. Reply prepared

    Written accurately in the brand's tone of voice

  6. Sent or escalated

    • ✓ Sent automatically
    • ↗ Sent to a team member

Technology

API integrations with Shopify, PostNL and Monta

NexReply enriches replies with order and shipping data from Shopify, PostNL and Monta.

  1. Shopify

    • Order data
    • Customer information
    • Order status

  2. NexReply

    • AI Engine

  3. Monta

    • Stock
    • Backorders
    • Shipping

PostNL Shipping Integration

Tracking and delivery status directly available.

Thanks to NexReply, we answer customer emails faster and more consistently: often at the touch of a button, and fully automatically wherever possible.

The Brownie Box The Brownie BoxE-commerce Team

Shopify API

  • Order details
  • Customer information
  • Product details
  • Order status

Monta Fulfilment

  • Stock
  • Backorders
  • Shipping and tracking
  • Delays and backorders

Onboarding

Implementation: controlled and personal

The main templates and processes were first configured together. Automation was then expanded step by step: first checking that responses were factually correct and matched the tone of voice, then automating more recurring situations.

Onboarding Review

Communication was smooth, and the key templates were ready quickly.

The Brownie Box The Brownie Box

Even with an initial review stage, time savings were immediate.

The outcome

Results with NexReply

78% of repetitive support questions automated

Results at a glance

Repetitive questions automated
78%
Shopify, PostNL and Monta
3 integrations
Retained
Check

Response time comparison

From manual lookup work to automatic context

Before

Manual checks

Response time
Hours waiting for live data
Team workload
Heavy inbox workload and stressful Monday mornings
Output
Manual replies, with a higher risk of errors

Now

With NexReply

Response time
A few minutes / immediate
Team workload
Less inbox pressure and a calmer support workflow
Output
Consistent communication, faster and more accurate

No need to increase headcount

78% of emails about delivery and tracking handled independently.

Less inbox pressure

Less pressure at peak times through faster, more consistent replies.

More time for marketing

More capacity for growth and customer experience.

Consistent communication

More time for exceptions.

Market position

NexReply vs. the market

NexReply vs. the market
RoleNexReplySupport SquardBelco
AI email recognition Yes, with context Not specified Not specified
Order data integration Real-time Not specified Not specified
Draft reply + approval Yes Not specified Not specified
Dutch language support Native Dutch Not specified Not specified

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