Driving Operational Excellence: How Hose Master Achieved 95% Order Processing Automation with AXI

The Challenge 

Hose Master‘s journey with automation began with a pressing need to modernize their order entry process. As North America’s leading manufacturer of flexible metal hose and expansion joints, the company’s manual processing system needed to evolve to match their reputation for manufacturing and customer service excellence. Critical order processing knowledge resided with just a few key employees, creating significant operational risk and succession planning challenges. Their existing ERP system provided limited visibility into order transactions, making it difficult to track performance and identify improvement opportunities. Perhaps most concerning, the repetitive nature of manual tasks led to reduced employee engagement and increased risk of burnout. 

The Solution 

AXI developed a comprehensive Intelligent Process Automation solution that addresses both immediate operational needs and long-term strategic goals. 

The implementation combines several cutting-edge technologies: 

Core Technology Stack 

• Unattended Microsoft Power Automate bots for automated order processing 

• Seamless connection between Azure Cloud Services, Hose Master’s Order Management System, ERP and customer portal 

• SQL Server and Power BI integration for real-time analytics 

• SecurePath managed service subscription for ongoing optimization, monitoring, data analytics and support 

Implementation Journey 

The transformation unfolded in three strategic phases: 

Phase 1: Discovery & Design (Weeks 1-2) 
AXI conducted a deep dive into Hose Master’s order processing operations, beginning with detailed stakeholder interviews and workflow analyses. This discovery process revealed optimization opportunities and helped shape a future-state design that would eliminate bottlenecks while preserving critical business rules and compliance requirements. 

Phase 2: Development & Integration (Weeks 3-4) 
The technical implementation focused on creating a robust, scalable solution. AXI’s team developed custom RPA solutions, integrated advanced analytics dashboards, and implemented intelligent exception handling. Each component was carefully designed to work within Hose Master’s existing technology ecosystem while providing new capabilities for growth. 

Phase 3: Deployment & Optimization (Week 5+) 
The final phase ensured a smooth transition through parallel testing, comprehensive team training, and establishment of continuous monitoring protocols. This careful approach minimized disruption while maximizing adoption. 

Data-Driven Operations: The Power of Analytics 

The automation yielded unprecedented insight into order processing operations. Management now has access to detailed metrics and trends that were previously impossible to track. 

Order Volume and Processing Insights 

The analytics dashboard provides comprehensive visibility into order volumes, showing significant month-over-month growth in processed orders. For example, in a recent month, 855 orders were processed compared to 644 in the previous month—a 33% increase with no additional staffing required. Busy periods are easily trackable, with data showing that 79% of orders arrive Monday through Wednesday, allowing for more strategic resource allocation. 

Efficiency Metrics 

The solution captures detailed processing time metrics, with automated orders completing in an average of 2 minutes and 30 seconds—a fraction of the manual processing time. Success rates are tracked continuously, with recent data showing a 96% successful automation rate, up 1% from the previous month. 

Resource Utilization 

Hose Master carefully tracks and reports labor savings with the automation, reporting 130 hours saved in a recent month alone, contributing to 600 hours since the initial deployment. 

Beyond the cost savings, automation has positively impacted the strategic development of Hose Master personnel. 

 “As a result of our team executing human work rather than computer work, we’re able to expand roles and upskill our team,” says Matt Dreyfuss, Hose Master’s Director of Inside Sales. 

Exception Analysis 

The system automatically categorizes exceptions, providing actionable insights on why certain orders require manual intervention. This data-driven approach allows for continuous improvement of automation logic and training opportunities for customer service representatives. 

Measurable Impact 

The transformation delivered significant, quantifiable results across multiple dimensions of Hose Master’s business, reinforcing the company’s reputation for excellence. 

• The new system eliminates 120+ hours of manual labor per month, freeing valuable employee time for higher-value activities 

• Revenue saw immediate improvement through the identification and correction of outdated pricing points 

• Efficiency metrics soared with 95% of orders now processed automatically, with intelligent exception routing ensuring accuracy even for complex cases 

• Improved customer satisfaction due to faster response times and elimination of manual errors 

Strategic Value 

Based on the compelling results, leadership approved expansion of the solution across their entire customer base. This expansion positions Hose Master to: 

• Scale operations efficiently without proportional headcount increase 

• Strengthen operational resilience through reduced dependency on tribal knowledge 

• Improve employee satisfaction by eliminating repetitive tasks 

• Make more informed decisions through enhanced data visibility 

The success of this initial solution catalyzed a broader transformation across Hose Master’s operations.  

“The relationship with AXI has been foundational,” says Dreyfuss. “The grasp of automation at Hose Master has grown as our relationship with AXI has matured.”