Add helloprint-presentation-creator skill — internal-language.md
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# Helloprint Internal Language Guide
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Source: Helloprint Internal Language Guide v3 (April 2026) — use these terms exactly as defined in all presentations.
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---
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## 1. People & Roles
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| Term | Definition |
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|------|-----------|
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| Helloprinter | Employee at Helloprint — the standard internal term for all colleagues |
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| CX | Customer Experience — customer service team |
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| Supplier Management | Team responsible for suppliers |
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| Bespoke team | Team that handles manual quotes for custom orders |
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| Process Lead | Project lead / owner of a core Helloprint process |
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| RevOps | Revenue Operations — alignment between Sales, Marketing and CX |
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| Traffic | CX sub-team responsible for the artwork and file flow |
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| CJT | Customer Journey Tech — Helloprint's internal product development team |
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| PSM | Procurement & Supplier Management — team responsible for supplier relationships |
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---
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## 2. Systems & Tools
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| Term | Definition |
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|------|-----------|
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| Presta | PrestaShop — e-commerce & order management system (transactional source) |
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| PCM | Product Content Management — system for core product data & SKU attributes |
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| Contentful | CMS for merchant content: titles, descriptions, images |
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| HubSpot | CRM and ticketing system for customer service and sales |
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| Cube | Semantic layer for certified metrics and dashboards |
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| HelloMatch | Tool that determines the best supplier/carrier combination per product SKU |
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| BigQuery | Data warehouse — central analytics platform |
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| NetSuite | ERP and financial system — invoice processing |
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| Supplier Central | Management system for supplier data and IDs |
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| Algolia | Search platform for product indices on the webshops |
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| Partner HUB | Portal where suppliers receive, confirm and process orders |
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| 360 (platform) | Internal operations/artwork platform for order and file management |
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| Sendcloud | Carrier/shipping platform for tracking and label management |
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| Lox | Logistics platform / carrier partner (used alongside Sendcloud) |
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| Jira | Project management tool for sprint planning and issue tracking |
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| Confluence | Knowledge management and documentation tool, linked to Jira |
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| GitLab | Version control system for code, CI/CD pipelines and MRs |
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| Sentry | Error monitoring tool — real-time detection of production issues |
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| Marker.io | Visual bug reporting tool: screenshots + annotations directly from browser |
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| SmartSpy | Internal monitoring and tracking tool for behavior and conversions |
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| ORQ / orq.ai | AI orchestration platform for managing and monitoring AI workflows |
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| FastEditor / Design Online | Online design tool for customers to personalise products |
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| Logo Editor | Simplified online tool for customers to upload and position their logo |
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| Studio Tool | Internal design tool for the bespoke team |
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| Drukbaas | Name of a specific supplier/partner within the supplier network |
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---
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## 3. AI Systems & Agents
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| Term | Definition |
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|------|-----------|
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| Quotifyer | AI agent that automatically processes bespoke quote requests and creates quotes (also referred to internally as 'bespoke GPT') |
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| Anna | AI chatbot for first customer contact; collects information before Quotifyer takes over |
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| Content Engine | AI system for generating product content (copy, print icons, SEO) |
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| Skill | Claude AI capability that automates a specific internal process |
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| MCP | Model Context Protocol — connection between Claude and external tools/systems |
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| Knowledge Hub | Internal knowledge base where skills, governance cards & documentation are stored |
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| Guardrail | Restriction or rule that keeps an AI system within defined boundaries |
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| Engaige | CX platform linked to Quotifyer for re-orders and customer flows |
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---
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## 4. Processes & Concepts
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| Term | Definition |
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|------|-----------|
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| Bespoke | Custom order outside the standard catalog; requires a manual quote |
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| Handover | Transfer of a ticket or conversation from AI to the human |
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| SSOT | Single Source of Truth — one authoritative data source per domain |
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| PoC | Proof of Concept — first working version to validate an idea |
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| Reprint | Reprint of an order due to a confirmed production or quality error |
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| Divert | Rerouting of an order to an alternative supplier |
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| Autocheck | Automated file check on upload — verifies print readiness |
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| cPDF | Certified/Corrected PDF — print-ready file after prepress processing |
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| Prepress | File preparation before production: color conversion, bleed, resolution |
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| Goodwill | Customer compensation outside warranty — voucher or refund as a gesture |
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| Feature Flag | Mechanism to enable or disable features per segment, market or rollout phase |
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| MR | Merge Request — GitLab equivalent of a Pull Request (code review step) |
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| Pub/Sub | Google Pub/Sub — asynchronous messaging architecture between microservices |
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| Self-Onboarding | Process where new suppliers onboard independently via Partner HUB |
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| Print Management | Enterprise segment where Helloprint takes over complete print management for a client |
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| Reciprocity | Principle: suppliers receive volume in exchange for pricing agreements |
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| Savings | Seasonal cost reduction target from supply-side negotiations |
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| Supply Cluster | Geographic or product-based grouping of suppliers |
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---
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## 5. Planning & Rhythm
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| Term | Definition |
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|------|-----------|
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| Season | Planning period of ~6 months; replaces 'quarter' in Helloprint terminology |
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| HY1 / HY2 | Half Year 1 / Half Year 2 — the two seasons per year (e.g. 'HY1 Season Goals') |
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| OKR | Objectives & Key Results — seasonal targets with measurable results |
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| Season prep week | Week(s) in which the team prepares for the next season: OKRs, priorities, planning |
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| Delete week | Week reserved for clearing technical debt and cleaning up across the organisation |
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| Value Stream | Organisational unit or workflow — used in all official templates |
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| HelloDays | Internal Helloprint event for company-wide updates, culture and connection |
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---
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## 6. Document Templates
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Helloprint uses three fixed document templates for developing initiatives and projects:
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| Document | Step | Purpose |
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|----------|------|---------|
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| Opportunity Brief | Step 1 | Problem statement, business case & success metrics |
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| Project Charter | Step 2 | Strategy, solution, scope & milestones |
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| Blueprint | Step 3 | Functional + technical specs for development |
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---
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## 7. Business Model Taxonomy
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Use these terms exactly as defined — in Looker, presentations and reports.
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| Term | Definition |
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|------|-----------|
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| Business Solutions | Overarching category for all direct customer solutions from Helloprint |
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| End Label | Direct Helloprint webshops (helloprint.nl, .fr, .es, Drukzo.nl, etc.) |
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| Business Portal | Portal for corporate/enterprise clients with organisation management & budgets |
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| Reseller Solutions | Overarching category for all reseller-oriented solutions |
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| Connect | B2B platform for resellers: exclusive pricing, broad assortment |
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| Print Store / WLS | White Label Shop — reseller-branded webshop on the Helloprint platform |
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| Reseller API | Programmatic integration for resellers via helloprintapi.com |
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| RMH | Reseller Management Hub — management platform for resellers (resellerhub.io) |
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| M&A | Mergers & Acquisitions — revenue distinction: via acquisitions vs. organic growth |
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| Organic | Organically grown revenue, separate from acquired brands or shops |
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---
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## 8. Product Categories (Looker order — use this order consistently)
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| Term | Definition |
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|------|-----------|
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| Commercial Print | Core products: flyers, folders, business cards, letterheads etc. |
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| Signage & Outdoor | Outdoor advertising: banners, roll-ups, name boards, display stands etc. |
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| Services | Services such as design, digital proofing etc. |
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| Corporate Gifts | Promotional gifts & personalised gift items |
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| Labels | Stickers and self-adhesive labels |
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| Photo products | Photo products: canvas, photo frames, photo gifts etc. |
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| Clothing & Textiles | Branded clothing and textile products |
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| Packaging | Packaging products: boxes, bags, labels etc. |
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---
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## 9. Metrics & KPIs
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| Term | Definition |
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|------|-----------|
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| GP | Gross Profit — gross profit in euros (absolute, e.g. '€1.63M GP') |
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| GPM | Gross Profit Margin — gross profit margin in % (e.g. '30% GPM target') |
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| Contribution Margin | Net revenue minus supplier price minus logistics costs per order line |
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| AOV | Average Order Value — average value per order |
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| NRR | Net Revenue Retention — measure of customer retention and upsell |
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| NSM | North Star Metric — the single core indicator measuring organisational success |
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| CPA / CPO | Cost Per Acquisition / Cost Per Order — efficiency of marketing spend |
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| ROAS | Return on Ad Spend — return on advertising expenditure |
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| NPS | Net Promoter Score — customer loyalty measure: 'how likely are you to recommend us?' |
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| CSAT | Customer Satisfaction Score — satisfaction score after customer contact |
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| OTD | On-Time Dispatch — KPI for timely shipment from the supplier |
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| Activation Rate | % of new customers placing a second order — retention KPI |
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| Deflection Rate | % of customer queries resolved without a human agent |
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| Automation Rate | % of CX interactions fully handled without human intervention |
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| Complaint Rate | % of orders with a complaint — supply-side quality KPI |
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| Supplier Quality Score | Quality rating per supplier based on complaints and OTD |
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| RFM | Recency / Frequency / Monetary — customer segmentation model based on order behaviour |
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| YoY | Year over Year — comparison versus the same period last year |
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| WoW / MoM | Week-over-Week / Month-over-Month — short-term period comparisons |
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| Match rate | % of bespoke tickets successfully matched by Quotifyer |
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| Handover rate | % of tickets transferred to the human bespoke team |
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## 10. Brand & Identity
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| Term | Definition |
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|------|-----------|
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| Brand Promise | "Making print easier, for everyone, everywhere." |
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| Positioning | Building Earth's largest infrastructure for customised products. |
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| Personality | Friendly · Pragmatic · Expert help |
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| Certifications | B Corp · FSC · ISO · Great Place to Work — as trust signals, not buzzwords |
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| Fightclub | Helloprint's external marketing agency |
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---
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## 11. Shop & Data Taxonomy
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### Country Codes (internal use)
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| Code | Country / Market |
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|------|----------------|
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| NL | Netherlands — largest market, HQ Rotterdam |
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| BE | Belgium (incl. fr.helloprint.be for French-speaking Belgium) |
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| UK | United Kingdom (helloprint.co.uk, Quinns) |
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| FR | France |
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| ES | Spain |
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| DE | Germany |
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| IT | Italy |
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| SE | Sweden |
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| IE | Ireland |
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| US | United States (helloprint.us — growth market) |
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| PL | Poland |
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| API | Reseller API channel (no country; orders via helloprintapi.com) |
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### Shop Names by Type
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| Category | Examples |
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|----------|---------|
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| End Label | helloprint.nl · helloprint.fr · helloprint.es · helloprint.co.uk · helloprint.de · helloprint.it · helloprint.se · helloprint.ie · helloprint.us · fr.helloprint.be · Drukzo.nl · Drukzo.be |
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| Connect | connect.helloprint.nl · connect.helloprint.fr · connect.helloprint.es · connect.helloprint.co.uk · connect.helloprint.de · connect.helloprint.it · connect.helloprint.se |
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| White Label (WLS) | Drukwerkmax.nl · Drukwerktijger.nl · quinnstheprinters.com · allgifts.nl · ZPressPrint.nl · Drukwerkbestellen.be · Event-print.nl · snelindruk.be · printking.be · uprint.be |
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| Reseller API | eur.helloprintapi.com · gbp.helloprintapi.com · usd.helloprintapi.com |
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| Reseller Hub | eur.resellerhub.io · gbp.resellerhub.io |
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### Business Model Structure (Looker)
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| Business Model | Sub-model | Description |
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|---------------|-----------|-------------|
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| Business Solutions | End Label | Direct HP webshops (helloprint.nl etc.) |
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| Business Solutions | Business Portal | Enterprise portal for organisations |
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| Reseller Solutions | Connect | B2B pricing access for resellers |
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| Reseller Solutions | Print Store | White Label Shop (WLS) |
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| Reseller Solutions | Reseller API | Programmatic integration |
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| Reseller Solutions | Reseller Mgmt. Hub | Management platform (RMH) |
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### Reporting Distinction
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| Label | Definition |
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|-------|-----------|
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| Organic | Revenue from organically growing shops (no acquisition) |
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| M&A | Revenue from acquired brands or shops (Mergers & Acquisitions) |
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## 12. Operations & Supply Chain
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| Term | Definition |
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|------|-----------|
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| Partner HUB | Portal where suppliers receive, confirm and process orders |
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| Supplier Hub | Overarching supplier platform (synonym for Partner HUB in broader context) |
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| Self-Onboarding | Process where new suppliers onboard independently via Partner HUB |
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| OTD | On-Time Dispatch — KPI for timely shipment from the printer |
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| Reprint | Reprint of an order when a production or quality error is confirmed |
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| Divert | Rerouting of an order to an alternative supplier |
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| Savings | Seasonal cost reduction target from supply-side negotiations |
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---
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## 13. Tech & Development
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| Term | Definition |
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|------|-----------|
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| CJT | Customer Journey Tech — Helloprint's internal product development team |
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| MR | Merge Request — GitLab equivalent of a Pull Request (code review step) |
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| Feature Flag | Mechanism to enable or disable features per segment, market or rollout phase |
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| Pub/Sub | Google Pub/Sub — asynchronous messaging architecture between microservices |
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| ORQ / orq.ai | AI orchestration platform for orchestrating and monitoring AI workflows |
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---
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## 14. Strategy & Initiatives
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| Term | Definition |
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|------|-----------|
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| Moonshot | Helloprint's long-term ambition: €1B revenue with minimal headcount growth (€1M revenue per FTE) |
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| Print Management | Enterprise segment where Helloprint takes over complete print management for a client |
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| AI-first | Helloprint's operating model: AI handles the bulk of work, humans focus on judgment and strategy |
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| HY1 / HY2 | Half Year 1 / Half Year 2 — the two planning seasons per year |
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| Road to Independence | Strategic initiative name — used in leadership presentations |
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