A portal design that streamlined retailers’ orders to their packaging supplier
A laptop displays the photo of a Duo colleague giving a thumbs-up

Duo is using digital technology to help its customers manage their packaging supplies – which has helped its own workforce evolve its customer service proposition.

As an innovative packaging and polythene bag manufacturer, Duo delivers forward-thinking packaging solutions for some of the UK’s leading retailers. Founded in 1988, it was among the first in its sector to supply packaging to the e‑commerce industry and has continually invested in digital to improve its operations. This ethos is an important factor to its success: Duo thrives within a highly competitive global market. Its customers include JD Williams, Tesco and JD Sports.

Duo employs a comprehensive, consultative approach; it assesses what its clients need and will design and manufacture a bespoke packaging solution. Duo’s objective was to create an online platform that enables its customers to order their packaging as simply and easily as they might buy a pair of trainers from JD Sports or a dress from JD Williams. Together, we undertook in-depth research with some of their biggest retail customers to learn their processes and pain points.

Our research fine tuned Duo’s plans for the e-portal and addressed the key issues, which delivered a product the customers can no longer live without.

An effective e-portal needs to allow Duo’s customers secure access to their account information and enable them to control all stock-related activities from one central point. The e‑commerce industry is fast-paced and Duo’s customers – all successful online retailers – react to change quickly. To enable them to make fast accurate decisions, the e-portal was designed to be accessible 24/7, allow deliveries to be tracked live, assist with stock planning, and enable replenishment stock to be re-ordered.

Different screens and menus available to customers who log in to the Duo e-portal

Previously, stock management had been a manual task. The portal we built incorporates a reporting section that facilitates the sharing of information – like live stock updates, forecasting graphs and mission critical documents – in one place. We also introduced better tracking, so there was an audit trail.

The portal has enabled Duo’s customers to order from any device at any time of the day, and gives them instant access to the information they need to manage their business.

Key benefits of the automation have been a reduction in overheads and a productive workflow. Duo has been able to transform its workforce: administrative tasks have become fewer and the company has been able to place more emphasis on customer service and account management.

"The feedback from some of our high-profile retail clients has said that using the e-portal was as easy as completing their weekly online grocery shop, which is exactly the experience we set out to achieve."
Anthony Brimelow
Commercial Director