Understanding
Free texts get read too.
BeforeWhat customers wrote freely, only the recipient read.
Back to PracticeEnquiries
- Logistics
- several hundred employees
- international
Enquiries
become customer knowledge.
An internationally active logistics company receives enquiries via its website from many countries and on very different topics. Who asks what and where it belongs used to be manual work.
Looked for
How customers get in touch via the website. To find out, we walked through their journey and checked the forms.
Found
Very different enquiries ran through the same form. And they held more knowledge about customers than expected.
First routed correctly.
Then understood.
Four measures: first the form, then the analysis. AI in exactly one place.
- Contact form with a choice of concern and country: seven types from solutions to support to applicationsDigital
- Every enquiry goes automatically to the responsible team, some directly to the country teamAutomated
- All enquiries flow straight into the cockpit, captured and sortedAutomated
- AI analyses the free texts: what do customers really ask?With AI
The summary shows the main topics. What follows from it is up to the team.
What is different now.
Every enquiry arrives where it belongs. And the company sees what concerns its customers.
1 / 5
Countries
Country teams get their enquiries directly.
BeforeEverything ran through one central inbox.
Routing
Every enquiry finds its way.
BeforeEvery email was forwarded by hand.
Overview
The cockpit shows every enquiry at once.
BeforeEnquiries were spread across many inboxes.
Acting
The team sees where it can step in.
BeforeA topic stood out when it piled up with someone.
- Implementation
- With us. Cockpit built with AI.
- Framework
- Workflow and hosting in Germany.
Interesting for someone in your company?
Pass it on, for example to the management or to the colleague it concerns.
More projects
- Passenger transport
- fewer than a hundred employees
- regional
Satisfied passengers become visible.
You find more
than you were looking for.
The most important starting point is often not where you expect it. In an initial call we clarify where you stand and whether a Discovery is the right start.
- 30 minutes
- no obligation
- by video or phone