Success Story: Automating Customer Order Processing for Office Supplies Companies

Automating the processing of customer orders, received by email as PDF files, reduces cost and frees up tim to spend on generating more business.

Inv openIntegration with Digital Mailroom breaks the barriers of commercial prejudice in communication between software houses. Using the service has released resources into more productive areas within CTS – and our customers’ businesses – and saves us all a chunk of operational expense.   Inv Close

Steve Clayton comment

Inv openUsing Digital Mailroom to automatically process customer orders received by email allows us more time for speaking to customers and developing new business.Inv Close

Phil wright comment


Solutions provided by DMR

Digital Mailroom worked with CTS and their business system provider ECi to automate the processing of sales orders into their Horizon system.

Orders received from customers as PDF files attached to email are converted into opXML and automatically processed into Horizon within minutes of being received.

Key Features

  • Emailed orders are automatically forwarded for processing.
  • Sales orders received as PDF files (attached to email messages) are automatically processed into CTS’ Horizon business system.
  • Order lines are verified against CTS’ master product data to check for accuracy and validity.
  • Success and failure messages automatically sent to confirm receipt or failure of orders.
  • The service can also convert customers electronic file formats (XML, EDI) and automatically process them into Horizon.

Managing higher volumes of sales orders, more quickly, more accurately and with less cost

  • CTS are a leading trade only wholesaler of compatible toner and ink products based in the UK and have recently extended their customer proposition with the launch of PAPERCHAIN, a complete & fully integrated managed print & document solution for resellers.
  • Operating from their recently extended 25,000 sq ft warehouse facility in Staffordshire Picture9CTS provide office supplies resellers with access to 4000 SKU’s of Copier Toner, Laser Toner, Inkjet Cartridges and Ribbon Products, which are available for next day direct delivery.
  • CTS pride themselves on excellent service and no quibble problem resolution, and are always looking for innovative ways to improve customer service.
  • CTS use the Horizon system from ECi who introduced them to Digital Mailroom.

A large number of CTS reseller customers find it easier and more cost effective to email their orders to CTS as PDF documents, created in their own business systems. Manually processing, at times more than 300 of these orders a day, was extremely time consuming and CTS were looking for an innovative way to improve this business process. Account managers were not getting enough time to work with customers to deliver the levels of service that CTS wanted.

CTS knew there was a better way to process sales orders than manually keying every order. When they discussed this business issue with ECi, the supplier of their business system Horizon, ECi recommended CTS speak to Digital Mailroom. Digital Mailroom work closely with ECi to provide an automated solution integrated with Horizon.

Sales orders received by email are now automatically converted into data and orders are created in Horizon without the need for manual inputting. The sales order processing service turns PDF orders into data and makes the data files available for Horizon to process within minutes of the orders being received.

As a result of automating the processing of sales orders CTS have been able to;

  • remove manual data entry errors and improve accuracy,
  • reduce manual order input to a minimum,
  • take on new business without increasing staff costs,
  • process more orders in much less time,
  • enable account managers to provide even higher levels of customer service, and
  • increase selling time enabling new business growth.

Manual processing of orders has reduced by more than 50%and is still improving.

Inv openDigital Mailroom is like having an extra member of staff that scales up the volume of work they can complete with the business as it grows,  the time and cost savings have made a real positive impact to the sales team. Inv Close

Ian Randell comment




This service is available for Office Supplies Dealers to enable the reduction of order inputting time, improve efficiency and reduce costs.

CTS Logo

For more information about CTS please contact Ian Randell at CTS Toner Supplies Limited Trentbridge Farm | Yoxall | Staffordshire | DE13 8NJ | Phone: +44 (0) 1543 474920 | Email:

digital mail room logoFor more information about Digital Mailroom and other DMR services please contact us at The Barn, Hall Mews, Boston Spa, Wetherby, West Yorkshire, LS23 6DT | Phone: +44 (0) 845 604 6351 | Email:

About Brett Parnham

Managing Director of Digital Mailroom
This entry was posted in Customer Success Stories. Bookmark the permalink.

Leave a Reply