Case Study: Europe’s leading Apple partner boosts support speed and upsell revenue with Auralis AI

Europe’s leading apple partner Scaled Support to Handle 50% More Requests Without Sacrificing Service Quality

The customer, Europe's largest Apple-centric solutions provider headquartered in Germany, faced significant scaling challenges as its support volumes grew. Issues included service bottlenecks, long customer onboarding delays, and difficulty for internal teams to quickly access specialized knowledge. Auralis AI was implemented to address these problems and prevent upsell leakage from manual workflows.

Auralis AI deployed its solution as both an internal knowledge assistant and an external client support agent. The implementation led to dramatic improvements, including reducing the average first response time from over six hours to under three minutes and cutting onboarding time from five days to two. The vendor's solution also drove a substantial revenue lift of €120,000 per quarter by increasing the upsell engagement rate from 8% to 33%.