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Georgia-Pacific Builds a Unified Digital Experience to Accelerate Operations
Supported by Reply, Georgia-Pacific Recycling (GPR) digitized and automated key processes in the commodities trading space, improving post-sales support for Customers and Suppliers.
THE NEED
Streamlining communication in the commodities trading industry
Georgia-Pacific Recycling (GPR), a division of Georgia-Pacific and a leading player in the recycled materials trading industry, operates in an industry where customers and suppliers spend significant time managing communications across fragmented channels such as email, phone calls, texts, and web forms. This makes it difficult to maintain a real-time, organized view of claims, invoices, payments, delivery timelines, and new orders. Recognizing this widespread challenge, GPR identified an opportunity to introduce a digital solution that would save partners time, provide real-time visibility into critical data, and make it easier and more efficient to do business with them.
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THE SOLUTION
A digital operations hub for partners and workflows
Reply designed and delivered a business partner portal to consolidate communications and key workflows into a single, centralized platform. Instead of relying on fragmented communication via email and phone, users now access real-time information, submit claims, schedule loads, and track payment statuses directly through the portal. This eliminated delays, reduced administrative overhead, and gave the business full visibility into daily operations.
Reply worked closely with Georgia-Pacific’s business teams to map existing workflows, identify friction points, and translate them into streamlined digital processes. The solution was built to handle high transaction volumes, support multiple user roles, and integrate seamlessly with internal systems, including Microsoft Dynamics. It gave Georgia-Pacific tighter control over recycling operations, faster response times, and the ability to grow its recycling network without adding complexity.
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HOW WE DID IT
Collaborative delivery across specialized teams
The team followed an agile delivery model, starting with in-depth workflow mapping and iterative development to ensure business alignment at every stage. The portal was delivered through close collaboration across multiple Reply companies, each playing a specific role in the solution. Sagepath Reply led the overall product design, solution architecture, quality assurance and implementation, developing the custom front-end with ReactJS and Kendo UI to ensure speed, responsiveness, and consistency across the user experience. Cluster Reply managed the architecture, workflow creation, custom development and integrations with Microsoft Dynamics CRM – a critical system of record for real-time updates to Help Requests, Claims and new order scheduling requests. Concept Reply performed test automation, turning manual test scripts into automated testing assets to be leveraged through the life of the product.
THE RESULTS
Tangible improvements in
process speed and user experience
The new portal brought immediate improvements across Georgia-Pacific’s recycling operations, replacing manual workflows with streamlined, data-driven processes.
Faster load scheduling and claim resolution through real-time access and automation
Improved operational visibility for both internal teams and external partners
Higher user engagement thanks to a simplified, intuitive digital experience
Reduced reliance on manual communication, leading to fewer errors and delays
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Georgia-Pacific and its subsidiaries are among the world’s leading manufacturers and marketers of bath tissue, paper towels and napkins, tableware, paper-based packaging, cellulose, specialty fibers and building products. The company operates more than 150 facilities and employs approximately 30,000 people directly and creates more than 89,000 jobs indirectly.
Sagepath Reply is an AI-native digital experience consultancy that helps enterprises design, build, and optimize digital solutions that deliver real business impact. With expertise in strategy, design, technology, and analytics, the firm partners with clients to drive measurable growth through data-driven digital experiences.
Cluster Reply is a Reply Group company specialized in consulting and system integration services based on Microsoft technologies. With in-depth knowledge of the different market segments and thanks to Microsoft certifications, in the Modern Work, Business Application, Digital & Apps Innovation, Cloud & Infrastructure, Data & AI, IoT & Security, CRM, Low-Code and Sustainability areas, Cluster Reply creates solutions that guarantee efficiency, flexibility and security.
Concept Reply, part of the Reply Group, specializes in IoT hardware and software innovation, delivering solutions in Smart Infrastructure, Industrial IoT, and Connected Vehicle sectors. Its services encompass the entire development process, from concept and design through to implementation and operational support, with expertise in hardware design, embedded software, edge computing, and cloud applications. In addition to IoT innovation, Concept Reply is recognized as a leader in Testing and Quality Assurance (QA), offering comprehensive product and service validation.