How Bazooka Candy Automates Packaging Report Automation and Email Support Categorization With Thunai

Client Overview

Bazooka Candy stands as a dominant force in the global interactive confectionery market. They operate a complex, high-volume supply chain, delivering novelty treats to thousands of retail stores and massive global distributors.

Bazooka Candy needed to ensure that their AI-Powered Forecasting Platform had accurate packaging reports to predict demand.  Simultaneously, they needed to categorize inbound support emails from retail buyers experiencing delivery issues.

Relying on manual data entry and inbox triage for every B2B communication was impossible to scale and difficult to balance.

The Challenges: The Risks of the Data Silo Trap

Bazooka Candy possessed a highly skilled workforce, yet they struggled with a severe data silo problem. Their support agents and supply chain analysts were locked out of proactive problem-solving simply because they were bogged down by manual administration. This fragmentation created three distinct operational risks.

• The Inbox Bottleneck and Delayed Resolutions: Support queues were consistently overwhelmed. When a distributor experienced an order delay, received a wrong order, or reported a damaged delivery, their email sat in a general inbox. Agents had to manually read and route these emails. This friction destroyed resolution times. It forced valuable retail partners to wait while agents performed basic triage.
  
• Disconnected CRM Mapping: When a buyer reached out, agents entered a cycle of manual lookup. They had to manually search the enterprise CRM to map the sender's email to the correct B2B account before they could even address the issue. Relying on this manual mapping slowed down response times and introduced a high risk of associating tickets with the wrong retail account.
  
• Forecasting Blind Spots: Accuracy is non-negotiable in global CPG distribution. The AI forecasting engine required constant, accurate packaging reports. Relying on analysts to manually compile these reports from disparate spreadsheets left the leadership team with delayed insights and a fragmented view of their supply chain.

Thunai Solution: Automated Triage and Real-Time Reporting

Thunai dismantled these barriers by integrating directly with the existing CRM and the AI Forecasting Platform. Bazooka Candy utilized Thunai's modules to establish a deep connection between their support inbox, customer records, and supply chain data.

The solution automated the entire workflow through three specific steps.

1. Automated CRM Mapping via MCP: The client leveraged Thunai MCP as a deep connection layer that made Thunai part of their existing tech stack. When a retailer emails the support desk, MCP utilizes bidirectional sync to instantly fetch and update information. This enables a true two-way flow of information where Thunai reads the incoming email and automatically maps the sender to the correct B2B account record, writing the action back to the CRM instantly.
   
   
2. Intelligent Email Categorization: Thunai Omni acts as the complete system for customer interaction. Omni uses AI to handle the first part of every email conversation. Working alongside Thunai Common Agent, which operates seamlessly across text and email channels, the system analyzes the email intent, categorizes the issue (e.g., order delay, damaged delivery), and routes it. This makes sure the handover to a human agent is smooth and cuts down on manual work.
   
   
3. Real-Time Packaging Report Automation: Thunai Brain acts as the central intelligence for the whole operation. It continuously syncs with the live application data of their forecasting platform through APIs. Thunai Brain automatically extracts the necessary metrics from structured and unstructured data to generate accurate packaging reports based on the client template, supporting the operation with one source of truth.

Conclusion

Thunai transformed the B2B support by removing the administrative burden of inbox triage and data compilation, and Bazooka Candy unlocked the full potential of their entire workforce.

The system allowed agents to instantly address damaged deliveries with full account context already mapped. This shifted the primary metric of success from Manual Ticket Touches to Resolution Speed.

Bazooka Candy successfully closed the gap between their global reporting demand and their available analyst supply. Now every forecasting model and B2B interaction matches the precision required by a world-class CPG leader.