# Helloprint Internal Language Guide
Source: Helloprint Internal Language Guide v3 (April 2026) — use these terms exactly as defined in all presentations.

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## 1. People & Roles

| Term | Definition |
|------|-----------|
| Helloprinter | Employee at Helloprint — the standard internal term for all colleagues |
| CX | Customer Experience — customer service team |
| Supplier Management | Team responsible for suppliers |
| Bespoke team | Team that handles manual quotes for custom orders |
| Process Lead | Project lead / owner of a core Helloprint process |
| RevOps | Revenue Operations — alignment between Sales, Marketing and CX |
| Traffic | CX sub-team responsible for the artwork and file flow |
| CJT | Customer Journey Tech — Helloprint's internal product development team |
| PSM | Procurement & Supplier Management — team responsible for supplier relationships |

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## 2. Systems & Tools

| Term | Definition |
|------|-----------|
| Presta | PrestaShop — e-commerce & order management system (transactional source) |
| PCM | Product Content Management — system for core product data & SKU attributes |
| Contentful | CMS for merchant content: titles, descriptions, images |
| HubSpot | CRM and ticketing system for customer service and sales |
| Cube | Semantic layer for certified metrics and dashboards |
| HelloMatch | Tool that determines the best supplier/carrier combination per product SKU |
| BigQuery | Data warehouse — central analytics platform |
| NetSuite | ERP and financial system — invoice processing |
| Supplier Central | Management system for supplier data and IDs |
| Algolia | Search platform for product indices on the webshops |
| Partner HUB | Portal where suppliers receive, confirm and process orders |
| 360 (platform) | Internal operations/artwork platform for order and file management |
| Sendcloud | Carrier/shipping platform for tracking and label management |
| Lox | Logistics platform / carrier partner (used alongside Sendcloud) |
| Jira | Project management tool for sprint planning and issue tracking |
| Confluence | Knowledge management and documentation tool, linked to Jira |
| GitLab | Version control system for code, CI/CD pipelines and MRs |
| Sentry | Error monitoring tool — real-time detection of production issues |
| Marker.io | Visual bug reporting tool: screenshots + annotations directly from browser |
| SmartSpy | Internal monitoring and tracking tool for behavior and conversions |
| ORQ / orq.ai | AI orchestration platform for managing and monitoring AI workflows |
| FastEditor / Design Online | Online design tool for customers to personalise products |
| Logo Editor | Simplified online tool for customers to upload and position their logo |
| Studio Tool | Internal design tool for the bespoke team |
| Drukbaas | Name of a specific supplier/partner within the supplier network |

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## 3. AI Systems & Agents

| Term | Definition |
|------|-----------|
| Quotifyer | AI agent that automatically processes bespoke quote requests and creates quotes (also referred to internally as 'bespoke GPT') |
| Anna | AI chatbot for first customer contact; collects information before Quotifyer takes over |
| Content Engine | AI system for generating product content (copy, print icons, SEO) |
| Skill | Claude AI capability that automates a specific internal process |
| MCP | Model Context Protocol — connection between Claude and external tools/systems |
| Knowledge Hub | Internal knowledge base where skills, governance cards & documentation are stored |
| Guardrail | Restriction or rule that keeps an AI system within defined boundaries |
| Engaige | CX platform linked to Quotifyer for re-orders and customer flows |

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## 4. Processes & Concepts

| Term | Definition |
|------|-----------|
| Bespoke | Custom order outside the standard catalog; requires a manual quote |
| Handover | Transfer of a ticket or conversation from AI to the human |
| SSOT | Single Source of Truth — one authoritative data source per domain |
| PoC | Proof of Concept — first working version to validate an idea |
| Reprint | Reprint of an order due to a confirmed production or quality error |
| Divert | Rerouting of an order to an alternative supplier |
| Autocheck | Automated file check on upload — verifies print readiness |
| cPDF | Certified/Corrected PDF — print-ready file after prepress processing |
| Prepress | File preparation before production: color conversion, bleed, resolution |
| Goodwill | Customer compensation outside warranty — voucher or refund as a gesture |
| Feature Flag | Mechanism to enable or disable features per segment, market or rollout phase |
| MR | Merge Request — GitLab equivalent of a Pull Request (code review step) |
| Pub/Sub | Google Pub/Sub — asynchronous messaging architecture between microservices |
| Self-Onboarding | Process where new suppliers onboard independently via Partner HUB |
| Print Management | Enterprise segment where Helloprint takes over complete print management for a client |
| Reciprocity | Principle: suppliers receive volume in exchange for pricing agreements |
| Savings | Seasonal cost reduction target from supply-side negotiations |
| Supply Cluster | Geographic or product-based grouping of suppliers |

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## 5. Planning & Rhythm

| Term | Definition |
|------|-----------|
| Season | Planning period of ~6 months; replaces 'quarter' in Helloprint terminology |
| HY1 / HY2 | Half Year 1 / Half Year 2 — the two seasons per year (e.g. 'HY1 Season Goals') |
| OKR | Objectives & Key Results — seasonal targets with measurable results |
| Season prep week | Week(s) in which the team prepares for the next season: OKRs, priorities, planning |
| Delete week | Week reserved for clearing technical debt and cleaning up across the organisation |
| Value Stream | Organisational unit or workflow — used in all official templates |
| HelloDays | Internal Helloprint event for company-wide updates, culture and connection |

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## 6. Document Templates

Helloprint uses three fixed document templates for developing initiatives and projects:

| Document | Step | Purpose |
|----------|------|---------|
| Opportunity Brief | Step 1 | Problem statement, business case & success metrics |
| Project Charter | Step 2 | Strategy, solution, scope & milestones |
| Blueprint | Step 3 | Functional + technical specs for development |

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## 7. Business Model Taxonomy

Use these terms exactly as defined — in Looker, presentations and reports.

| Term | Definition |
|------|-----------|
| Business Solutions | Overarching category for all direct customer solutions from Helloprint |
| End Label | Direct Helloprint webshops (helloprint.nl, .fr, .es, Drukzo.nl, etc.) |
| Business Portal | Portal for corporate/enterprise clients with organisation management & budgets |
| Reseller Solutions | Overarching category for all reseller-oriented solutions |
| Connect | B2B platform for resellers: exclusive pricing, broad assortment |
| Print Store / WLS | White Label Shop — reseller-branded webshop on the Helloprint platform |
| Reseller API | Programmatic integration for resellers via helloprintapi.com |
| RMH | Reseller Management Hub — management platform for resellers (resellerhub.io) |
| M&A | Mergers & Acquisitions — revenue distinction: via acquisitions vs. organic growth |
| Organic | Organically grown revenue, separate from acquired brands or shops |

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## 8. Product Categories (Looker order — use this order consistently)

| Term | Definition |
|------|-----------|
| Commercial Print | Core products: flyers, folders, business cards, letterheads etc. |
| Signage & Outdoor | Outdoor advertising: banners, roll-ups, name boards, display stands etc. |
| Services | Services such as design, digital proofing etc. |
| Corporate Gifts | Promotional gifts & personalised gift items |
| Labels | Stickers and self-adhesive labels |
| Photo products | Photo products: canvas, photo frames, photo gifts etc. |
| Clothing & Textiles | Branded clothing and textile products |
| Packaging | Packaging products: boxes, bags, labels etc. |

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## 9. Metrics & KPIs

| Term | Definition |
|------|-----------|
| GP | Gross Profit — gross profit in euros (absolute, e.g. '€1.63M GP') |
| GPM | Gross Profit Margin — gross profit margin in % (e.g. '30% GPM target') |
| Contribution Margin | Net revenue minus supplier price minus logistics costs per order line |
| AOV | Average Order Value — average value per order |
| NRR | Net Revenue Retention — measure of customer retention and upsell |
| NSM | North Star Metric — the single core indicator measuring organisational success |
| CPA / CPO | Cost Per Acquisition / Cost Per Order — efficiency of marketing spend |
| ROAS | Return on Ad Spend — return on advertising expenditure |
| NPS | Net Promoter Score — customer loyalty measure: 'how likely are you to recommend us?' |
| CSAT | Customer Satisfaction Score — satisfaction score after customer contact |
| OTD | On-Time Dispatch — KPI for timely shipment from the supplier |
| Activation Rate | % of new customers placing a second order — retention KPI |
| Deflection Rate | % of customer queries resolved without a human agent |
| Automation Rate | % of CX interactions fully handled without human intervention |
| Complaint Rate | % of orders with a complaint — supply-side quality KPI |
| Supplier Quality Score | Quality rating per supplier based on complaints and OTD |
| RFM | Recency / Frequency / Monetary — customer segmentation model based on order behaviour |
| YoY | Year over Year — comparison versus the same period last year |
| WoW / MoM | Week-over-Week / Month-over-Month — short-term period comparisons |
| Match rate | % of bespoke tickets successfully matched by Quotifyer |
| Handover rate | % of tickets transferred to the human bespoke team |

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## 10. Brand & Identity

| Term | Definition |
|------|-----------|
| Brand Promise | "Making print easier, for everyone, everywhere." |
| Positioning | Building Earth's largest infrastructure for customised products. |
| Personality | Friendly · Pragmatic · Expert help |
| Certifications | B Corp · FSC · ISO · Great Place to Work — as trust signals, not buzzwords |
| Fightclub | Helloprint's external marketing agency |

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## 11. Shop & Data Taxonomy

### Country Codes (internal use)

| Code | Country / Market |
|------|----------------|
| NL | Netherlands — largest market, HQ Rotterdam |
| BE | Belgium (incl. fr.helloprint.be for French-speaking Belgium) |
| UK | United Kingdom (helloprint.co.uk, Quinns) |
| FR | France |
| ES | Spain |
| DE | Germany |
| IT | Italy |
| SE | Sweden |
| IE | Ireland |
| US | United States (helloprint.us — growth market) |
| PL | Poland |
| API | Reseller API channel (no country; orders via helloprintapi.com) |

### Shop Names by Type

| Category | Examples |
|----------|---------|
| 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 |
| Connect | connect.helloprint.nl · connect.helloprint.fr · connect.helloprint.es · connect.helloprint.co.uk · connect.helloprint.de · connect.helloprint.it · connect.helloprint.se |
| White Label (WLS) | Drukwerkmax.nl · Drukwerktijger.nl · quinnstheprinters.com · allgifts.nl · ZPressPrint.nl · Drukwerkbestellen.be · Event-print.nl · snelindruk.be · printking.be · uprint.be |
| Reseller API | eur.helloprintapi.com · gbp.helloprintapi.com · usd.helloprintapi.com |
| Reseller Hub | eur.resellerhub.io · gbp.resellerhub.io |

### Business Model Structure (Looker)

| Business Model | Sub-model | Description |
|---------------|-----------|-------------|
| Business Solutions | End Label | Direct HP webshops (helloprint.nl etc.) |
| Business Solutions | Business Portal | Enterprise portal for organisations |
| Reseller Solutions | Connect | B2B pricing access for resellers |
| Reseller Solutions | Print Store | White Label Shop (WLS) |
| Reseller Solutions | Reseller API | Programmatic integration |
| Reseller Solutions | Reseller Mgmt. Hub | Management platform (RMH) |

### Reporting Distinction

| Label | Definition |
|-------|-----------|
| Organic | Revenue from organically growing shops (no acquisition) |
| M&A | Revenue from acquired brands or shops (Mergers & Acquisitions) |

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## 12. Operations & Supply Chain

| Term | Definition |
|------|-----------|
| Partner HUB | Portal where suppliers receive, confirm and process orders |
| Supplier Hub | Overarching supplier platform (synonym for Partner HUB in broader context) |
| Self-Onboarding | Process where new suppliers onboard independently via Partner HUB |
| OTD | On-Time Dispatch — KPI for timely shipment from the printer |
| Reprint | Reprint of an order when a production or quality error is confirmed |
| Divert | Rerouting of an order to an alternative supplier |
| Savings | Seasonal cost reduction target from supply-side negotiations |

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## 13. Tech & Development

| Term | Definition |
|------|-----------|
| CJT | Customer Journey Tech — Helloprint's internal product development team |
| MR | Merge Request — GitLab equivalent of a Pull Request (code review step) |
| Feature Flag | Mechanism to enable or disable features per segment, market or rollout phase |
| Pub/Sub | Google Pub/Sub — asynchronous messaging architecture between microservices |
| ORQ / orq.ai | AI orchestration platform for orchestrating and monitoring AI workflows |

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## 14. Strategy & Initiatives

| Term | Definition |
|------|-----------|
| Moonshot | Helloprint's long-term ambition: €1B revenue with minimal headcount growth (€1M revenue per FTE) |
| Print Management | Enterprise segment where Helloprint takes over complete print management for a client |
| AI-first | Helloprint's operating model: AI handles the bulk of work, humans focus on judgment and strategy |
| HY1 / HY2 | Half Year 1 / Half Year 2 — the two planning seasons per year |
| Road to Independence | Strategic initiative name — used in leadership presentations |