The Challenge
JM PlastoPack is one of Ahmedabad's established packaging manufacturers, handling hundreds of B2B client inquiries weekly. Their support team was spending over 70% of their day answering the same questions: order status, minimum quantities, custom printing specs, and delivery timelines.
The average response time had stretched to 4 hours during peak periods, causing clients to follow up multiple times and creating frustration on both sides. Internally, order management was tracked on spreadsheets — no visibility, constant errors, and no audit trail.
What We Built
Upteky conducted a 2-week discovery process, mapping every recurring customer query and every internal handoff point in the order lifecycle. From this, we built two integrated systems:
1. AI Website Chatbot — A knowledge-base-trained AI assistant that handles product enquiries, order status lookups, custom quote requests, and escalation to human agents when needed. The bot is available 24/7 and speaks both English and Gujarati.
2. Workflow Automation Engine — Order intake, internal routing, and client update notifications were automated end-to-end. When an order is confirmed, the system automatically notifies the production team, updates the CRM, and sends the client a real-time status update — no manual steps.
The Results
Within 6 weeks of deployment, the results were measurable and significant. Customer response time dropped from an average of 4 hours to under 8 minutes. The support team, freed from repetitive queries, redirected their time to higher-value tasks like client relationship management and upselling.
Order processing speed tripled. What previously required 3 people coordinating over WhatsApp and spreadsheets now runs automatically. Support ticket volume dropped by 50% as the chatbot resolved queries before they became tickets.
Most importantly, JM PlastoPack's clients noticed. Several long-standing clients specifically mentioned the improved communication speed in their renewal conversations.
“The custom AI solutions from Upteky helped us simplify internal communication and automate key customer interactions. It's been a game changer for how we manage operational flow.”
Ashish Talati
Director, JM PlastoPack Pvt. Ltd
