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Beauty & CPG · Customer story

Three hours a day, given back to the team.

The Unscented Company replaced years of fragile macros and manual order entry with PDF to Order. Three hours a day given back to the team — and a clear first step into AI across the company.

The Unscented Company facility
The numbers
3h
Daily hours given back to the customer service team
Day 1
Time to visible impact after go-live
0
Macros left to maintain when invoice formats change
1st
AI implementation across the company, with more to come
01The Challenge

Manual order entry was eating the team's day.

For The Unscented Company, every wholesale order arrived the same way — as a customer-formatted PDF or email dropped into the customer service team's inbox. Someone had to read it, find each SKU in Odoo, transcribe quantities, capture freight notes, and build the draft order line by line. Multiplied by the wholesale volume coming in every day, that work consumed entire shifts.

Anie's team had tried to engineer their way out with internal macros — parsing scripts tailored to each major wholesale customer. But the macros were brittle: any time a customer tweaked their PO format, the macro broke and someone with technical knowledge had to rebuild it. The "fix" cost almost as much time as the original problem.

The real cost was on the team. Repetitive transcription is the kind of work that drives away the careful, detail-oriented operators you'd most want to keep — and customer service retention had quietly become a real problem.

  • 3–4 hours per agent, per day, lost to manual order entry
  • Macros breaking every time a wholesale customer changed their PO format
  • Fragile in-house automation requiring constant internal maintenance
  • Repetitive copy-paste work driving turnover in customer service
02The Solution

External AI that adapts when invoice formats change.

When Anie met with LevelOps, she came in already convinced of the diagnosis: the internal macro approach had run its course. Macros are deterministic — they break the moment reality drifts from the template. What The Unscented Company needed was something that could adapt to the messy reality of B2B order formats without a developer in the loop.

That's exactly what PDF to Order does. The customer service team forwards incoming POs to a dedicated address, and LevelOps' AI extracts product names, quantities, customer details, and order notes — directly from whatever format the customer chose to send. Validated order data flows back into the team's workflow, ready for review. When a customer changes their template next week, nothing breaks.

Under Zaid's leadership, customer service became the first home for AI inside The Unscented Company. The team most affected by manual order entry would be the first to benefit — with a clear mandate to automate every line of repetitive data entry and free the team for work that actually matters.

  • AI that adapts to any invoice format automatically — no template rebuilds
  • Drops into the existing Odoo workflow, no system migration
  • Customer service chosen as the first AI deployment site by design
  • Foundation for the next AI use cases across the company
03The Results

Three hours a day back — and a team that's motivated again.

Since rolling out PDF to Order, the customer service team has reclaimed roughly three hours per day. Not theoretical hours — measured ones, reported back by the team itself. The repetitive transcription that was burning people out has moved to AI, and the people who used to do it are now handling exceptions, coaching wholesale customers, and catching the edge cases that AI flags for review.

The qualitative shift matches the numbers. Motivation is up. The grind that was eroding retention is gone. The operations team now has visible capacity for higher-value work.

The bigger win is harder to measure but more durable: The Unscented Company now has a working internal proof point for AI in operations. PDF to Order isn't just an order-entry tool — it's the precedent. The next conversation about the next AI use case starts with a question that already has a yes attached to it.

  • ~3 hours per day reclaimed by the customer service team, measured
  • Higher team motivation and lower attrition risk on repetitive work
  • Zero macros left to maintain when a customer's PO format changes
  • Working proof point for AI in operations — the foundation for what comes next
"
Companies are looking for the magic AI wand. For me, LevelOps is the first easy step into AI — relevant, and you see the impact the day you install it. Extremely encouraging for what comes next.
Anie Rouleau
Founder & CEO, The Unscented Company
The product behind this story

PDF to Order for Shopify.

Forward a customer PO. Get back a validated Shopify draft order in seconds. 14-day free trial.

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