Selected processes that we have moved onto one system for our clients.
Initial callReferences
Reference
Emails, documents and portal messages came in through several mailboxes and were sorted, filed and transferred to the line of business software by hand.
A central inbox bundles all incoming items. The system reads the documents, assigns them to the relevant case and drafts replies, assessments and invoices. The team reviews, approves and sends directly in the system, without switching between mailbox, file storage and line of business software.
Reference
Customer data was spread across spreadsheets and a licensed CRM that could only be adapted to internal processes to a limited extent.
It was replaced by a dedicated CRM with the fields and process steps the sales team actually needs. New enquiries are assigned automatically, follow-ups drive the next contact, and newsletters and campaigns use the same data. The licence costs for the previous CRM no longer apply.
Reference
Information on markets, competitors, suppliers and potential customers was collected by hand from websites, registers and publications and maintained in spreadsheets.
The system evaluates these sources automatically, adds key figures on size, region and industry and scores each entry against the company’s criteria. The results are available as market overviews, competitor comparisons and prioritised lists for sales, purchasing and management. Where required, the system also prepares the first contact.
Reference
Spreadsheets grown over years, customers created several times and inconsistently maintained fields led to contradictory data across several systems.
Before go-live, the entire data set was cleaned up: duplicates merged, fields harmonised, the source and status of every value documented. Personal data is processed in compliance with the GDPR and anonymised before it is passed to AI models. This step is a fixed part of every project, because reliable reports and automation require a clean data foundation.
Customer service
Requests came in by chat, phone and email at different points. Recurring questions were answered individually each time, and complex cases often lacked their history.
All channels come together in one ticket system. Standard requests are answered from the knowledge base, complex cases go to the responsible person with their full history. Every reply extends the knowledge base, so the team can concentrate on cases that require experience.
