QEP Australasia manufactures and distributes flooring installation products, trade tools and building materials across Australia and New Zealand. It's Customer service team manages thousands of complex, multi-line B2B orders daily, each carrying unique format, SKU mappings, and freight exceptions on Oracle Netsuite. Manual entry historically took up to 45 minutes to an hour for complex order, causing ERP timeouts and processing backlogs.

Working with PKF Digital as NetSuite implementation partner, QEP identified AI-enabled order automation as an opportunity to extend the value of its ERP investment. Following a one-month trial with YosiFlow using real production orders, QEP adopted Agentic AI to reduce manual entry, improve product matching and increase the capacity of its customer service team.

By deploying YosiOrder, YosiFlow’s ERP-native AI agent, QEP automated this wholesale manual order entry. Processing times dropped from hours to minutes while capturing customer-specific shorthand, SKU exceptions and with human approval controls.

Key Metrics at a Glance

• 45-60 Mins to 2 Mins | time per complex order with 100s of lines

• 81%+ | Total order processing time saved

• 90%+ | Reduction in duplicate orders and keying errors

• SKU Catalogue | About 6000 unique products

• 1 Month | Pilot conversion with proven ROI

Company

QEP Australasia is a leading manufacturer and distributor of specialized flooring and trade tools housing iconic brands like QEP®, ROBERTS®, and Capitol® from its primary hub in Dandenong South, Victoria. and operating in New Zealand. Operating a high-frequency supply chain, QEP services retail giants Bunnings and Mitre 10 alongside its national wholesale division.

Facing complex multi-line orders, a catalogue of nearly 6000 active SKUs across two regions and reduced team headcount, QEP needed to maintain order throughput without adding to its administrative workload. Customer orders vary considerably in size and complexity. Customer orders vary considerably in size and complexity. Some contain more than 100 lines, with customer-specific product references, special pricing arrangements and different warehouse requirements.

Oracle NetSuite supports QEP's core operations, but getting incoming customer purchase orders into the ERP remained a labour-intensive process.

The challenge: Scaling order entry with fewer resources

Manually converting emailed purchase orders into NetSuite Sales Orders required experienced customer service staff to identify customers, interpret product descriptions, match legacy item codes and enter each order line individually.

Complex orders could take up to an hour. NetSuite's order-entry screen required repeated loading of line, location and pricing information, with occasional session interruptions or timeouts creating a risk of lost work.

Importing large, unstructured PDF orders was not straightforward, leaving manual entry as the practical option for many transactions.

At the same time, staff attrition reduced the capacity of QEP's order desk. The business needed to continue managing customer demand and warehouse priorities with fewer available resources.

The challenge was to increase throughput without compromising order accuracy or placing greater pressure on the remaining team.

What Changed with YosiFlow: Increasing order-desk capacity with fewer resources

QEP deployed a 1-month pilot of YosiFlow utilizing real production orders. Today, YosiOrder automatically ingests incoming order emails, determines customer intent, extracts line items, and validates the data directly against live NetSuite records.

• Self-Learning Memory: If a staff member resolves an exception, YosiMatch Memory records the logic, applying the same customer-to-SKU mapping automatically next time.

• Built-in controls: Duplicate purchase-order checks, collaborative dashboard with shared notes, exception handling and human approvals provide visibility and control before orders are created.

• NetSuite integration: Staff review and approve orders, and YosiOrder creates Sales Orders directly in NetSuite with the original purchase order attached.

The result is a shared, governed workflow that reduces manual keying while keeping NetSuite as the system of record.

The Impact: Faster orders with fewer resources

The biggest improvement for QEP has been increased capacity across its customer service operation.

Complex orders that previously took up to an hour can now be processed in minutes. On high-volume days, a customer service representative can handle more than 40 orders and their confirmations, compared with an estimated 15–20 previously, depending on the order mix.

QEP reported that comparable workloads had previously required approximately 2.5 people's effort. Automating manual order entry helped the business operate with reduced staffing requirements during a period of attrition. By automating the tedious manual order capture, QEP shortened its daily order cycle while centralizing its customer service operations. YosiOrder bridges the gap of sales order intake by committing error-free sales orders directly into NetSuite.

Customer voice — Richard, Customer Service Representative

"…a large 5-6 page order could take anything up to an hour. Now it takes minutes. Its brilliant!"

The benefits extend beyond processing speed.

YosiOrder's location identification helps representatives organise orders across states and warehouses. Staff can prioritise incoming orders alongside backorders and available inventory in NetSuite.

Shared order notes also allow colleagues to hand over unresolved customer requirements, such as minimum order values or pending customer confirmations, without repeating earlier work.

Customer voice — Lauren, Customer Service Representative

"Whereas it would have been 2.5 people to do that. To do that easy."

Memory Match has reduced the time required to identify products across QEP's extensive catalogue, while suggested matches give staff a starting point when customer descriptions are unfamiliar.

Adoption has also been straightforward. Despite initial concerns about learning another system, experienced team members became comfortable with YosiOrder quickly.

Customer voice — Winston, Customer Data Specialist

"For him to learn Yosiflow is just, I don't know, it took less than a day."

Building a higher-capacity order desk

QEP's move from manual order entry to YosiOrder has delivered improvements in processing time, order-desk capacity and day-to-day coordination.

Complex multi-line orders that once took up to an hour can now be processed in minutes. Confirmed customer and product mappings are reused, and shared workflows allow representatives to coordinate orders across warehouses and customer accounts.

The business has reduced staffing requirements for order processing while retaining experienced employees' involvement in exceptions, approvals and customer service.

Customer voice — Winston, Customer Data Specialist

"..got 15 to 20 done depending on the size of them…. did 40 orders in one day and all the confirmations and all that, and I don't even think he realized it."

For wholesale distributors managing large product catalogues, complex customer orders and multiple warehouse locations, QEP's experience demonstrates the operational value of automating the first stage of the Sales Order process.

The result is a higher-capacity customer service operation, with Oracle NetSuite remaining the system of record and YosiOrder managing the manual work of getting orders into it.

See how YosiOrder works with your customer orders

Bring a sample of your customer purchase orders and see how YosiOrder identifies customer and product records, retains confirmed mappings, flags exceptions and creates approved Sales Orders in Oracle NetSuite.