Case Study: Walbusch achieves faster, more efficient customer service with BSI Business Systems Integration AG

Walbusch - Customer Case Study

Walbusch, the Solingen-based fashion retailer, wanted to reduce the manual workload in customer service caused by tens of thousands of enquiries each month across email, phone, contact forms, and in-store channels. A major pain point was processing advertising opt-out requests by post, which could not be handled reliably with rigid rules. Vendor BSI Business Systems Integration AG used its BSI Customer Suite with AI support to help automate this process.

BSI Business Systems Integration AG implemented an AI-based text recognition solution to automatically identify advertising-reduction requests, activate the correct advertising block in the system, and send customers an immediate confirmation message. The AI was trained on Walbusch’s historical service enquiries and achieved over 90% recognition accuracy after just a few hours of training. In six months, it processed more than 40,000 emails, delivered 20% faster processing, and generated over €150,000 in savings, with a positive ROI in less than one year.

Walbusch

Anja von Hofe

Head of Customer Service and member